Shift Manager & Guest Experience Lead

Level99; Natick (MA); Hybrid; USD 28,000 - 32,000; Full time

Job summary

Level99 in Natick, MA is seeking a hands-on Keyholder/Manager on Duty to lead from the floor, own shift execution, and keep the venue running smoothly. You'll work with the Team, make real-time decisions, and ensure guest satisfaction, safety, and policy enforcement.

This fast-paced role requires weekend availability, the ability to stand 8+ hours, lift up to 50 lbs, and strong communication. CPR/First Aid is a plus.

Qualifications

• Must have Friday and weekend availability.
• Stand for 8+ hours and lift up to 50 lbs.
• Strong verbal communication and people skills.
• Ability to thrive under pressure in a fast-paced environment.
• Positive, upbeat, team-first attitude.
• Minimum 1 year leadership in high-volume entertainment or F&B.
• Minimum 1 year as a keyholder.
• B.S. in Hospitality Management or related degree.
• CPR/AED/First Aid certification beneficial.

Responsibilities

• Act as Manager on Duty, owning shift execution and Venue performance.
• Lead the Team through active floor presence, real-time direction, and coaching.
• Maintain control of Guest experience, safety, and policy enforcement across the Venue.
• Oversee staffing, shift flow, and operational execution to ensure a high-quality experience.
• Maintain accountability for cash handling, POS systems, and overall operational accuracy.
• Support event execution and coordinate with internal Teams to ensure smooth delivery.

Skills

Weekend availability

8+ hour shifts

Verbal communication

Work under pressure

Team mindset

Education

Hospitality degree

Job description

Level99 in Natick, MA is seeking a hands-on Keyholder/Manager on Duty to lead from the floor, own shift execution, and keep the venue running smoothly. You'll work with the Team, make real-time decisions, and ensure guest satisfaction, safety, and policy enforcement.

This fast-paced role requires weekend availability, the ability to stand 8+ hours, lift up to 50 lbs, and strong communication. CPR/First Aid is a plus.