Guest Experience Manager

Pins Mechanical Co; Indianapolis (IN); On-site; USD 42,000 - 65,000; Full time

Job summary

Pins Mechanical Co is seeking a hands-on Hospitality Manager to oversee guest experience on the floor and daily service operations at our Indianapolis venue. You will lead the floor team, coach staff in real time, and partner with the AGM to ensure a high-energy, safe, and memorable guest experience.

The role focuses on supervising service teams, maintaining post-shift procedures, and ensuring excellent guest satisfaction through proactive coaching and strong operations oversight.

Qualifications

• 1–3 years of leadership or supervisory experience in high-volume hospitality.
• 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 and cash handling.

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

Tools

POS systems

Job description

POSITION OVERVIEW:

Pins Mechanical Co. is a social gathering destination where old-school entertainment meets great food and drinks. From duckpin bowling to pinball and shuffleboard, we bring people together for fun, memorable experiences.

We are seeking a hands-on Hospitality Manager to oversee the guest experience on the floor and manage daily service operations. Reporting directly to the AGM, you will be the first point of leadership for the floor team, ensuring staff are performing at their best and guests are enjoying a safe, fun, and high-energy environment.

RESPONSIBILITIES:

Floor & Guest Operations

• 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.

Staff Supervision & Development

• 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.

Operational Responsibilities

• 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.

Compliance & Safety

• 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.

Collaboration

• Partner with the AGM and other department managers (bar, beverage, facilities) to ensure seamless operations.
• Provide feedback and observations to the AGM to support team development and operational improvements.

SKILLS & 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.

Founded on the idea of creating a social gathering place that connects people through a un-traditional/playful experience.