Hospitality and Operations Manager

Overview 
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.

•    Amped offers private suite karaoke and event space, perfect for creative meetings and special events.
•    AXE MKE provides a controlled environment for customers to enjoy competitive axe throwing.
•    Game Show MKE presents a live hosted experience featuring stage show games like The Feud, 20 Second Challenge, Pop Goes the Lyric, and more.
•    Nine Below introduces a fun, team-oriented twist on indoor miniature golf.
•    NorthSouth Club is home to Wisconsin's first full-size deck shuffleboard facility, complete with 16 axe throwing lanes.
•    Splash Studio is the premier “wine & paint” concept in Wisconsin – with a full bar and a great vibe. 
•    The New Fashioned offers family friendly activities like Hyperbowling, curling, and dartball in the heart of Milwaukee’s downtown Deer District.
 
Our guests come to us for memorable, immersive experiences, to celebrate life events or just spend time with friends, family, and colleagues. They can easily make reservations online or plan custom events with help from our dedicated in-house Sales Team. Each brand maintains its own distinct voice, target audience, and atmosphere, while all operations are centrally managed under the Bars & Rec umbrella.

At Bars & Rec, we prioritize delivering exceptional customer experiences, fostering continuous improvement, and promoting a collaborative, team-driven culture. As a rapidly growing company, we exclusively seek professionals who are energetic, hardworking, positive, and committed to taking care of each other and our guests.

Job Description
Hospitality & Operations Managers (HOMs) work closely with the Senior Operations Manager (SOM), Senior Hospitality & Training Manager (HTM) and the Director of Operations & Hospitality (DOH) to oversee general business activities and drive the business toward its full potential while maximizing revenue and reducing costs. Each HOM is responsible for assisting with team management, operational oversight, fiscal management, and high-level customer service for the Bars & Recreation brands and is accountable for his or her own assigned facility and/or projects. The SOM will direct areas of focus and priorities for the HOMs.  

The Hospitality and Operations Manager is responsible for knowing and performing all job responsibilities of the Crew Member, Crew Lead, and Senior Crew Lead roles.

Additional HOM specific job tasks include:

Team Management (Final authority for everything listed below remains with the SOM)
•    Manage, develop, and mentor the Senior Crew Leads (SCLs), Crew Leads (CLs) and Crew Members (CMs)
•    Assist with hiring, onboarding and training team members
•    Maintain the written schedule via the scheduling app (assisting with callouts, shifts, and schedule adjustments) 
•    Ensure training check lists are being completed and filed accordingly and in a timely manner
•    Rally the team by showcasing our hospitality standards and expectations to our guests and to our team
•    Remain accessible to all operational team members via Microsoft Teams
•    Direct overall activities and performance of employees on a daily basis 
•    Enforce all policies and performance improvement processes as outlined in the Bars & Recreation Employee Handbook
•    Participate in weekly Leadership meetings with all SCLs and CLs
•    Ensure pre-shift notes and floor plans are ready for print before the start of each daily shift
•    Assign reservation areas before the start of each daily shift.
•    Run pre-shit and post-shift meetings as needed
•    Act as an essential part of the management communication chain by ensuring all team members' feedback and suggestions reach the appropriate Senior Manager or Director with proper follow-up.
•    Lead by example and strive for a fun, upbeat, team-based culture by issuing regular praise via Microsoft Teams and facilitating company-sponsored social events

Operational Oversight (Final authority for everything listed below remains with the SOM)
•    Work to ensure guest and team members safety
•    Work to ensure compliance with all local, state, and federal laws, regulations, and guidelines
•    Implement efficient opening and closing procedures
•    Ensure completion of daily logs and check sheets (radio, cooler temperatures, sanitizer solution, bar dishwashers, etc.)
•    Continually improve customer check in and check out procedures 
•    Serve as the Manager on Duty until close 
•    Collaborate to create, plan, promote and execute special events (i.e., leagues, tasting series, glow events, holiday events, etc.)
•    Serve in special roles 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.)
•    Oversee regular inventory and ordering processes in collaboration with appropriate teams and Directors/Senior Managers.
•    Maintain the facility (cleanliness, repairs, and equipment maintenance) in collaboration with the FLT Team
•    Assist in the creation of necessary documents for facilities management, employee training, business policies, etc.
•    Work with the Sales Team to book and execute successful custom events
•    Assist with maintaining the POS menu and updates as needed 
•    Work with the Marketing Team to execute successful custom events, promotional offerings, F&B activations, add-ons, media appearances, and social media content
•    Work with the Marketing Team to create and regularly update menu and prices, signage, and online assets (websites, social media sites, etc.)

Financial Management (Final authority for everything listed below remains with the SOM)
•    Ensure completion of daily POS sales reports
•    Create virtual EOD tiles and ensure daily completion of operational logs (safe, pull-tabs, etc.)
•    Compile weekly cash deposits for cash tips received 
•    Perform bi-weekly bank runs
•    Work with the Finance Team to ensure proper data entry and fiscal management
•    Problem solve any financial discrepancies and “own” the solution process

Customer Service & Hospitality Management (Final authority for everything listed below remains with the SOM)
•    Model the D.R.I.V.E. Guest Service Pillars
•    Ensure an elevated level of customer service from all team members and value every guest
•    Serve as the point person and final decision maker for guest questions, issues, and guest recovery solutions. If a guest expresses dissatisfaction or an issue arises, address it promptly with grace and professionalism. Always offer to correct the issue immediately to ensure a positive outcome.
•    Interact with guests throughout their visit by issuing a warm welcome, by being present on the floor and approachable, through table touches/activity lane check-ins, etc.
•    Offer menu recommendations and expertise through a combination of suggestive selling techniques and knowledge of F&B offerings 
•    Lead, train and mentor the team on executing high quality Custom Events through our Banquet Captain program
•    Always lead with a hospitality mindset 
•    Become an expert at all bar locations by mastering drink preparation, product knowledge, guest engagement, keg changes, substitutions, and maintaining cleanliness and organization.
•    Work as an Expo on both the Expo 1 and Expo 2 roles in addition to the Outside Expo on the kitchen line
•    Be proactive about anticipating guests' needs (bring them a glass of water with their meal, if they are looking around like they may need something, approach the guest and ask if you can bring them any additional items, etc.)

Job Location and Tier
This position is classified as a Tier 4 On-site Employee.  Per the Remote Work for Exempt Employees Policy in the Bars & Rec Employee Handbook, On-site Employees are expected to work onsite on a regular basis. 

The Hospitality and Operations Manager is eligible to request a Remote Work Agreement if he/she wishes to work remotely (i.e., for schedule writing, special projects, proposals, etc.). A company laptop will be provided. This job will also have access to a desk/shared workspace onsite at a facility.

Supervisor
This position reports directly to the Senior Operations Manager but is also overseen by the Director of Operations & Hospitality.

Time Commitment
The HOM is expected to work as needed to achieve the best possible outcome for the company. Hours will be needed during daytime, evening, and weekend times, including full operational shifts regularly. The HOM serves on a team with 5-7 other HOMs within the company, so shifts can be traded, and schedules can flex within that team. In general, each HOM will be scheduled at least two full days off per week.

Compensation and Benefits:
Annual salary based on experience, plus a comprehensive benefits package including:  

•    Quarterly bonus incentive program
•    Health/Dental/Vision Insurance 
•    Life Insurance Policy 
•    Company sponsored 401k plan
•    Unlimited paid planned time off
•    Company sponsored Employee Rewards Program
•    Company sponsored social events
•    Annual charitable donation of employee's choice 
•    Flexible scheduling
•    Vast variety of work with cross-training at all facilities
•    Free/Discounted Play, Drinks, Snacks and Merchandise
•    Company-wide communication platform

Application Requirements    
•    Must be at least 21 years old.
•    Must have a bachelor’s degree in hospitality, business, or applicable field of study; or equivalent work experience.
•    Must have at least 5 full years of experience working in a similar hospitality/service setting (examples include resorts, hotels, restaurants, cruise ships, theme parks, etc.).
•    Must have at least 3 full years of experience managing a team of at least 10 people. (For internal candidates, experience in the Senior Crew Lead role combined with other management experience can fulfill this requirement, as long as the combined management experience totals at least 3 years, pending Hiring Manager review of job performance, prior work experience, skills, and qualifications. Additionally, internal candidates who have risen from Crew Member to Senior Crew Lead will also be eligible to apply after 1 full year in the Senior Crew Lead role, 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 have open availability and be able to work days, nights, and weekends, including regular closing 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 Leads, 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 have exceptional written and oral communication skills.
•    Must have exceptional organizational and project management skills.
•    Must have a working knowledge of Microsoft Word and Microsoft Excel.
•    Must be able to hold and speak clearly into a microphone in front of all sized groups.
•    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.


A successful Hospitality Operations Manager is a:
•    Visionary leader who seeks and expects continuous improvement
•    Strategic thinker
•    Experienced conflict manager
•    Detail oriented person who can also oversee the many moving aspects of a busy facility
•    Skilled motivator and delegator
•    Self-starter who seeks out job tasks and ways to contribute
•    Positive, energetic team player who is willing to learn and can take direction
•    Guest-focused, confident personality who can charm customers while enforcing rules
•    Salesperson


At Bars & Rec, we D.R.I.V.E. toward these Guest Service Pillars:
•    Demonstrate expertise  
•    Rally the team  
•    Identify opportunities  
•    Value every person
•    Exceed expectations  


Bars & Recreation is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.