Guest Experience Lead — High-Energy Hospitality

Workstream; Indianapolis (IN); On-site; USD 42,000 - 70,000; Full time

Job summary

Pins Mechanical Co. is seeking a hands-on Hospitality Manager to oversee guest experience on the floor and manage daily service operations. You will lead the floor team, coach staff, and ensure a safe, high-energy environment that aligns with Pins standards.

Ideal candidates have 1–3 years in leadership within high-volume hospitality, with excellent guest service, communication, and organizational skills. This role is on-site in a dynamic entertainment and dining venue.

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 experience

Guest service

Communication

Problem-solving

Organizational skills

POS familiarity

Tools

POS systems

Job description

Pins Mechanical Co. is seeking a hands-on Hospitality Manager to oversee guest experience on the floor and manage daily service operations. You will lead the floor team, coach staff, and ensure a safe, high-energy environment that aligns with Pins standards.

Ideal candidates have 1–3 years in leadership within high-volume hospitality, with excellent guest service, communication, and organizational skills. This role is on-site in a dynamic entertainment and dining venue.