Crew Lead

Milwaukee-based Bars & Recreation owns and operates a diverse portfolio of entertainment brands including Amped, AXE MKE, Game Show MKE, Nine Below, NorthSouth Club, Splash Studio, and The New Fashioned. Our guests come to us for memorable, immersive experiences, to celebrate life events or just spend time with friends, family, and colleagues. Each brand maintains its own distinct voice, target audience, and atmosphere, while all operations are centrally managed under the Bars & Rec umbrella. We prioritize delivering exceptional guest experiences, fostering continuous improvement, and promoting a collaborative, team-driven culture.

About the role

The Crew Leads (CLs) assist the Senior Operations Manager (SOM), Senior Hospitality & Training Manager (HTM), Hospitality Operations Managers (HOMs), and Senior Crew Leads (SCLs) with Hospitality and Facility Operations. They serve as the highest-level leader on duty during slower times when no SCL or EOM is on site. Crew Leads do not have managerial duties such as scheduling, hiring/firing, or discipline but are on a leadership track and expected to learn leadership and supervisory styles from senior staff. The Crew Lead is responsible for knowing and performing all job responsibilities of the Crew Member role.

Responsibilities

• Warmly greet guests with a smile and welcome them into the establishments.
• Guide guests through each establishment’s offerings, highlighting key features and benefits tailored to their needs.
• Resolve guest complaints quickly and reasonably to ensure guest satisfaction and retention.
• Enforce food safety regulations and cleanliness standards.
• Take food and drink orders accurately and timely, providing menu recommendations and specials.
• Implement, train, and execute suggestive selling techniques, including upgrades.
• Maintain clean dining areas, including wiping tables, windowsills, and arranging chairs/stools.
• Stay informed about current promotions and actively promote them to increase sales.
• Communicate effectively with kitchen staff to ensure accurate and timely food preparation and delivery.
• Train and mentor Crew Members on efficiency, friendliness, and speed in service roles.
• Run the steps of Quick Service (at The Fashioned) including Expo 1, Expo 2, and Food Runner.
• Ensure compliance with local health and safety regulations.
• Train as a Banquet Captain and run Custom Events as assigned.
• As the key holder, open the facility and prepare for daily operations when no HOM or SCL is onsite.
• Run pre-shift meetings and ensure all employees are aware of pre-shift notes.
• Monitor safety and provide guidance for guests participating in activities.
• Delegate and assign tasks to Crew Members, ensuring all roles are fulfilled.
• Support check-in processes in the absence of a SCL or HOM.
• Answer phones, take guest reservations, and ensure proper response times for voicemails.
• Take and post photos for social media accounts and events.
• Model exemplary and positive employee behavior.
• Report team or guest issues to the SOM, HTM, HOMs, and SCLs.
• Serve in specialty roles for Bar & Recreation activations (e.g., Game Show MKE Host/Producer, Splash Studio Session Lead, Course Coach for Nine Below, emcee for events).
• Manage onsite training of new crew members using new hire training check sheets.
• Attend weekly leadership meetings.
• Maintain efficient operations and upkeep of all facilities, including lane maintenance, cleaning, and food and beverage operations.
• Check-in all reservations, walk-ins, and custom events.
• Assign guests to activity areas (lanes, courts, greens, suites) and track timing for activities.
• Fill in as an activity host as needed.
• Conduct regular table touches and assist with bussing.
• Execute guest “upgrades” correctly.
• Participate in non-operations shifts (cleaning, axe rehandling, lane maintenance, keg batching).
• Assist with offsite events including summer festivals, tradeshows, and promotional events.

Requirements

• At least 21 years old.
• High school diploma or GED.
• At least 3 full years of experience in a hospitality/service setting (e.g., resorts, hotels, restaurants, cruise ships, theme parks).
• Held a leadership/supervisory position in a prior job, club, camp, or team setting (waivable for internal candidates with at least 1 year as a Crew Member).
• Preference given to candidates with bartending experience in a fast-paced environment.
• Able to lift or lower objects over 50 lbs. between levels.
• Able to climb stairs and regularly bend, stoop, or crouch.
• Able to stand, walk, and move around for up to 100% of working time in a fast-paced environment.
• Flexible availability, including days, nights, weekends, and opening shifts; full availability on Saturdays required.
• Willing to learn all Bars & Recreation activations (e.g., hosting, coaching, emceeing).
• Complete an online Responsible Beverage Server Course and obtain a Class “B” Manager’s License for the City of Milwaukee.
• Able to speak clearly into a microphone in front of small and large groups.
• Able to facilitate activities for children during allowed hours.
• Operate a point-of-sale system and conduct credit card transactions accurately.
• Able to hold an axe with one or both hands overhead.
• Comfortable using power tools (drills, power saws, grinding wheels) and standing on a 6-foot ladder.
• Personal transportation and a personal cell phone.
• Read, understand, and follow the Bars & Recreation Employee Handbook.

Qualifications

A successful Crew Lead is:

• Energetic, friendly, confident, and guest-focused.
• Detail-oriented with the ability to oversee multiple aspects of a busy facility.
• A skilled motivator and delegator.
• A team player willing to learn and take direction.
• A self-starter who seeks out tasks and ways to contribute.

Bars & Rec’s Guest Service Pillars (D.R.I.V.E.):

• Demonstrate expertise
• Rally the team
• Identify opportunities
• Value every person
• Exceed expectations

Pay

Starting base rate of $10.00 - $11.50/hour based on experience, plus a share of the bi-weekly Tip Pool.

Benefits

• Company-sponsored 401k plan.
• Paid Time Off.
• Company-sponsored Employee Rewards Program.
• Complimentary company social events.
• Annual charitable donation of the employee’s choice.
• Flexible scheduling.
• Cross-training and variety of work at all facilities.
• Free or discounted play, drinks, snacks, and merchandise.
• Company-wide communication platform.

Schedule

Expected to work at least 20-30 hours per week, with the ability to work full-time hours if approved by management. Must have flexible availability, with priority on opening shifts, and be available days, nights, and weekends. Full availability on Saturdays is required.

This position is classified as a Tier 2 On-site Employee. Crew Leads will be trained to work at all Bars & Recreation facilities to support the team as needed.