Senior Crew Lead - Updated

About the role

Senior Crew Leads (SCLs) are integral leaders within our operations team and play a key role in the day-to-day success of the company. Working closely with Hospitality & Operations Managers (HOMs), SCLs support the tactical execution of service and ensure high operational standards are upheld. When an HOM is not on site, the SCL is the highest-ranking team member and is expected to lead the shift with confidence, professionalism, and sound judgment. SCLs are considered part of the leadership pipeline and are actively being developed for future managerial responsibilities.

Responsibilities

• Serve as the key holder, ensuring the secure opening and closing of the facility while maintaining operational excellence in accordance with Bars & Rec standards throughout each shift.
• Provide leadership and supervision to employees during daily operations and special events, acting as the senior onsite authority.
• Act as the primary onsite liaison for client needs and custom event coordination, facilitating seamless communication and execution.
• Effectively delegate tasks to Crew Members (CMs) and Crew Leads (CLs), offering hands-on support and guidance to optimize team performance.
• Cultivate a positive, collaborative, and motivated team environment that prioritizes continuous improvement and exceptional guest satisfaction.
• Deliver outstanding guest experiences through warm greetings, personalized guidance, and prompt, professional resolution of concerns.
• Proactively identify and resolve operational challenges to ensure smooth and efficient facility functioning.
• Enforce and oversee employee floor plans and company policies, holding team members accountable to their roles and responsibilities.
• Ensure all employees have reviewed pre-shift notes and maintain clear and effective communication with upper management regarding employee, client, and guest matters.
• Support ongoing training and professional development of new and current CMs and CLs, including specialized quick-service operations and Banquet Captain responsibilities.
• Uphold rigorous standards of cleanliness, safety, and presentation across all operational areas, including lane maintenance, bar organization, and food storage/preparation zones.
• Monitor guest safety throughout activities, ensuring compliance with participation guidelines and health regulations.
• Actively promote current specials, limited time offers, and seasonal features to enhance guest engagement and drive revenue.
• Maintain a visible and active presence on the floor to support guests and employees while exemplifying professional and positive behavior.
• Manage phone communications, coordinate reservations, ensure timely voicemail responses, and contribute to social media engagement by capturing and posting event photos.
• Report team or guest issues promptly and constructively to the Hospitality Operations Manager (HOM) or Senior Operations Manager (SOM).
• Perform additional duties as assigned by the HOM or senior leadership.
• Serve in a specialty role for Bar & Recreation activations (i.e. 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.).
• Manage the onsite training of all new crew members, utilizing the new hire training check sheets.
• Attend weekly leadership meetings.
• Maintain overall facility operations and upkeep, including lane, obstacle, and equipment maintenance, facility cleaning and organization, bar cleanliness and organization, and proper upkeep of food storage and prep areas.
• Take weekly inventory of all non-alcohol related products (including paper products, office supplies, etc.) and report out the items needed to the HOM of the facility.
• Participate in non-operations shifts (cleaning, axe rehandling, lane maintenance, keg batching, inventory, etc.).
• 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 and custom event spaces.
• Fill in as an activity host as needed.
• Regularly engage with guests through table touches, and support Section Hosts with bussing and refilling of condiments, paper goods, etc. as needed.
• Assist with promotional activities including social media postings and photography.
• Ensure compliance with local regulations regarding health and safety standards.
• Assist with offsite events including summer festivals, tradeshows, The Mobile Kitchen & Rec Room, and promotional events.

Requirements

• Must be at least 21 years old.
• Must have a high school diploma or GED.
• Must not have other employment (unless pre-approved and agreed upon at hire).
• 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.), learning important customer service skills, communication methods, and conflict resolution techniques.
• Must have 1 full year of experience in a professional leadership role.
• Must be able to multitask and oversee complex operations in a fast-paced environment.
• Must be detail-oriented with a commitment to safety, cleanliness, and quality standards.
• 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 have full and open availability and be able to work days, nights, and weekends, including regular opening and closing shifts as scheduled.
• 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 activations, and/or leader for the Mobile Kitchen and Rec Room.
• 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 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.

Preferred Qualifications

• Preference will be given to candidates who have shown leadership experience in a hospitality/service setting.
• Preference will be given to candidates who also have experience bartending in a fast-paced environment.

Compensation

Senior Crew Leads receive a starting base rate of $13.00 – $14.50/hour based on experience plus share of the bi-weekly Tip Pool. Gross rate range after tips = $23.50–$25.00/hr.

Benefits

• Health/Dental/Vision Insurance for all full-time employees (30+ hours/week)
• Life Insurance Policy for all full-time employees (30+ hours/week)
• Company sponsored 401k plan
• Paid Time Off (7 full days per year once fully vested)
• Company sponsored Employee Rewards Program
• Company sponsored social events
• Annual charitable donation of employee’s choice

Schedule

Senior Crew Leads are expected to work at least 30–40 hours per week. SCLs must be able to work days, nights, and weekends. Full and open availability is required on Fridays and Saturdays.