Crew Lead

About the role

Crew Leads (CLs) are primarily responsible for Hospitality and Facility Operations by assisting the Senior Operations Manager (SOM), Senior Hospitality & Training Manager (HTM), Hospitality Operations Managers (HOMs) and Senior Crew Leads (SCLs). They have several important roles when there is no SCL or EOM on site (typically slower times), including being the highest-level leader on duty. Crew Leads do not have managerial duties over employees such as scheduling, cuts, hiring/firing, or discipline, but they are on a leadership track within the company and are expected to learn leadership and supervisory styles from the SOM, HTM, HOMs and SCLs.

Responsibilities

• Commitment to Excellent Customer Service & Hospitality
  • 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.
  • Maintain unwavering focus on guest satisfaction and guest retention by resolving guest complaints quickly and reasonably.
  • Ensure a positive dining, drinking, and activity experience.
• Food & Beverage / Catering
  • Enforce food safety regulations and cleanliness standards.
  • Take food and drink orders for guests, ensuring accuracy and timeliness.
  • Provide menu recommendations, specials, and pairings (i.e., wine, cocktails, entrée specials, etc.) to guests.
  • Work with the SOM, HTM, HOMs and SCLs to implement, train and execute suggestive selling techniques, including upgrades offered by BAR.
  • Ensure dining areas are clean; tables, windowsills and chairs/stools are arranged correctly.
  • Stay informed about current promotions, limited time offers, or seasonal specials, and actively promote these to guests to increase sales.
  • Communicate effectively with kitchen employees to ensure accurate, timely food preparation and delivery.
  • Continually train and mentor Crew Members on how to become more efficient, friendly, and speedy bartenders.
  • Train/Run the steps of Quick Service (at The Fashioned) including Expo 1, Expo 2 and Food Runner.
  • Ensure compliance with local regulations regarding health and safety standards.
  • Train as a Banquet Captain and run Custom Events as assigned.
• When there is no HOM or SCL on site
  • As the key holder, open the facility by activating the space and prepare for daily operations.
  • Run pre-shift meetings as needed and ensure that all employees are fully aware of the content provided in the pre-shift notes.
  • Ensure compliance with local regulations regarding health and safety standards.
  • Be readily available to assist guests and Crew Members by floating through the facility and remaining on the floor.
  • Monitor safety and provide guidance for all guests participating in activities.
  • Ensure that all Crew Members are fulfilling the expectations of their specified role(s).
  • Support at check-in as needed in the absence of a SCL or HOM.
  • Delegate and assign tasks to Crew Members.
  • Continual training and coaching of all Crew Members and new hires.
  • Answer phones and take guest reservations; ensure proper response times for all incoming voice mails.
  • 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.
• General Job Responsibilities
  • Serve in a specialty role for all Bars & Recreation additional activations (i.e., Game Show MKE Host and/or Producer, Splash Studio Session Leads, Course Coach for Nine Below, emcee for Summerfest “Hole in One” Challenge, operations assistance and/or leader for the mobile Karaoke Suite, etc.).
  • Manage the onsite training of all new crew members when a SCL or HOM is present and utilizing the new hire training check sheets.
  • Attend weekly leadership meetings.
  • Maintain efficient operations and overall upkeep of all facilities, including lane maintenance, facility maintenance, obstacle maintenance, facility cleaning, and food and beverage operations.
  • Check-in all reservations, walk-ins and custom events.
  • Assign guests to activity areas (lanes, courts, greens, suites etc.) and keep track of timing for activities.
  • Walk guests to their lanes/courts/greens/suites.
  • Fill in as an activity host as needed.
  • Do regular table touches and assist Section Hosts with bussing as needed.
  • Assist with promotional activities including social media postings and photography.
  • Execute guest “upgrades” correctly.
  • Participate in non-operations shifts (cleaning, axe rehandling, lane maintenance and keg batching).
  • Ensure compliance with local regulations regarding health and safety standards.
  • Assist with offsite events including summer festivals, tradeshows, and promotional events.

Requirements

• Must be at least 21 years old.
• Must have a high school diploma or GED.
• Must have at least 3 full years of experience working in a similar hospitality/service setting (examples include resorts, hotels, restaurants, cruise ships, theme parks, etc.). This requirement can be partially met with other relevant/equivalent professional experience, pending Hiring Manager approval.
• Must have held a leadership/supervisory position in a prior job, club, camp, or team setting and be able to describe this experience in depth. This requirement can be waived by written request for internal candidates who have worked in the Crew Member role for at least 1 year, pending Hiring Manager review of job performance, prior work experience, skills, and qualifications.
• Preference will be given to candidates who also have experience bartending in a fast-paced environment.
• Must be able to raise or lower objects more than 50 lbs. from one level to another.
• Must be able to climb stairs and regularly bend, stoop, or crouch (frequency and duration will vary according to daily business needs).
• Must be able to spend up to 100% of working time standing, walking, and moving around in a fast-paced environment.
• Must be able to work some days, nights, and weekends, including regular opening shifts.
• Must be willing and able to learn all Bars & Recreation activations including, but not limited to, Game Show MKE Host and/or Producer, Splash Studio Session Lead, Course Coach for Nine Below, emcee for Summerfest “Hole in One” Challenge, operational assistance and/or leader for the mobile Karaoke Suite, etc.
• Must be willing to complete an online Responsible Beverage Server Course and submit proof of completion.
• Must have (or be willing and able to obtain) a Class “B” Manager’s License for the City of Milwaukee and submit proof of completion.
• Must be able to hold and speak clearly into a microphone in front of small and large groups.
• Must be able to facilitate activities for children at allowed establishments during specific hours.
• Must be able to operate a point-of-sale system and accurately conduct credit card transactions.
• Must be able to hold an axe with one or both hands overhead.
• Must be comfortable using power tools including drills, power saws, and a grinding wheel.
• Must be comfortable carrying, using, and standing on a 6-foot ladder.
• Must have (or be willing to obtain) personal transportation and a personal cell phone.
• Must be able to read, understand, and follow the Bars & Recreation Employee Handbook.

Skills

• Energetic, friendly, confident, and guest-focused personality.
• Detail-oriented person who can also oversee the many moving aspects of a busy facility.
• Skilled motivator and delegator.
• Team player who is willing to learn and can take direction.
• Self-starter who seeks out job tasks and ways to contribute.

Benefits

• Company sponsored 401k plan.
• Paid Time Off.
• Company sponsored Employee Rewards Program.
• Company sponsored complimentary social events.
• Annual charitable donation of employee's choice.
• Flexible scheduling.
• Great variety of work with cross-training at all facilities.
• Free/Discounted Play, Drinks, Snacks and Merchandise.
• Company-wide communication platform.

Pay

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

Schedule

Crew Leads are expected to work at least 20–30 hours per week but also have the ability to work full-time hours if approved by management. Must have flexible availability, with priority around opening shifts, and must be able to work days, nights, and weekends. Full and open availability is required on Saturdays for all operational team members.