Guest Experience Manager

Pins Mechanical Co.; Pittsburgh (Allegheny County); On-site; USD 52,000 - 74,000; Full time

Job summary

Pins Mechanical Co. is a social gathering destination where old-school entertainment meets great food and drinks. We are seeking a hands-on Hospitality Manager to oversee the guest experience on the floor and manage daily service operations.

You will be the first-line leader for the floor team, ensuring staff perform at their best and guests enjoy a safe, high-energy environment. Reporting to the AGM, you will lead shifts, coach staff, and coordinate opening/closing procedures while upholding

Qualifications

• 1–3 years of leadership or supervisory experience in high-volume hospitality.
• Strong guest service skills in high-energy environments.
• Hands-on leadership with real-time coaching.
• Excellent communication and organizational skills.
• Familiarity with POS systems and cash handling.

Responsibilities

• Lead the service team during shifts to ensure smooth floor operations.
• Maintain a welcoming, energetic atmosphere for guests.
• Monitor guest satisfaction and respond to inquiries and requests.
• Supervise bartenders, servers, barbacks, and floor staff.
• Ensure opening, closing, and shift procedures are followed.
• Enforce health, safety, and alcohol service standards.

Skills

Leadership

Guest service

Coaching

Communication

POS & Cash handling

Tools

POS systems

Job description

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.
• 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.