Guest Experience Lead – Floor Operations

Pins Mechanical Co.; Mason (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

Pins Mechanical Co. in Mason, Ohio, is seeking a hands-on Hospitality Manager to oversee the guest experience on the floor and manage daily service operations.

Reporting directly to the Senior AGM, you will be the first line of leadership for the floor team, ensuring staff perform at their best and guests enjoy a safe, high-energy environment. As Floor & Guest Operations leader, you will supervise bartenders, servers, barbacks and other staff, coach in real time, and ensure adherence to Pins

Qualifications

• 1–3 years of leadership or supervisory experience in high-volume hospitality, bar, or restaurant operations.
• Strong guest service skills with the ability to maintain a high-energy, welcoming environment.
• Hands-on, proactive leadership style with the ability to coach and motivate staff in real time.
• Excellent communication, problem-solving, and organizational skills.
• Familiarity with POS systems, cash handling, and floor management best practices.

Responsibilities

• Lead the service team during shifts, ensuring smooth floor operations and high-quality guest experiences.
• Maintain a welcoming, energetic atmosphere for all guests.
• Monitor and manage service, event flow, and guest satisfaction throughout the shift.
• Handle guest complaints, inquiries, and special requests promptly and professionally.
• Supervise bartenders, servers, barbacks, and other floor staff during shifts.
• Provide on-the-spot coaching, feedback, and support to ensure team performance meets Pins standards.
• Assist in training new floor staff and onboarding team members.
• Communicate goals, expectations, and daily priorities to staff.
• Execute company onboarding and training programs for bartenders, servers, barbacks, and support staff.
• Ensure proper execution of opening, closing, and shift procedures.
• Support accurate POS use, cash handling, and reporting by floor staff.
• Maintain cleanliness, organization, and compliance with operational standards.
• Assist with inventory tracking and replenishment as needed for the floor team.
• Enforce health, safety, and security standards, including responsible alcohol service and hygienic food handling.
• Ensure staff follow all safety and operational protocols on the floor.
• Partner with the AGM and other department managers to ensure seamless operations.
• Provide feedback and observations to the AGM to support team development and operational improvements.

Skills

Leadership

Guest service

Communication

Problem-solving

Organizational skills

POS experience

Job description

Pins Mechanical Co. in Mason, Ohio, is seeking a hands-on Hospitality Manager to oversee the guest experience on the floor and manage daily service operations.

Reporting directly to the Senior AGM, you will be the first line of leadership for the floor team, ensuring staff perform at their best and guests enjoy a safe, high-energy environment. As Floor & Guest Operations leader, you will supervise bartenders, servers, barbacks and other staff, coach in real time, and ensure adherence to Pins