Bars & Rec Employment Opportunity: Experience & Operations Manager
Posting Date: Saturday, November 09, 2024
Contact: info@barsandrecreation.com
Overview
Milwaukee-based Bars & Recreation (BAR) owns and operates a family of entertainment brands: AXE MKE, NorthSouth Club, Nine Below, Splash Studio, Head Space Trivia, Team MKE, Amped, Game Show MKE and The New Fashioned.
- AXE MKE offers a controlled environment in which customers can participate in competitive axe throwing.
- NorthSouth Club is the only full-size deck shuffleboard facility in Wisconsin, paired with 16 axe throwing lanes.
- Nine Below offers an innovative team-based twist on indoor miniature golf.
- Splash Studio offers canvas and wood painting projects that can be created from home.
- Head Space Trivia is an online virtual trivia platform paired with a live host.
- Amped offers private suite karaoke and event space for creative meetings and events.
- Game Show MKE offers a 90-minute live experience featuring games and challenges including The Feud, 20 Second Challenge, Pop Goes the Lyric, and more.
- The New Fashioned offers hyperbowling, street curling, and dartball.
Customers come to us seeking unique, fun, organized opportunities to celebrate life events or just spend time socializing with friends and co-workers. They can make online reservations and book custom events via our proprietary booking system or with assistance from our in-house sales team. Target demographics vary slightly across the brands, but primarily include young professionals between the ages of 25-45. Each brand has its own unique voice and aesthetic; however, all employees and resources are centralized through Bars & Rec.
Successful Bars & Rec employees strive to provide “blow your mind” customer experiences, seek continuous improvement for themselves and their workplace, and enjoy working collaboratively in a team-based setting. We are a rapidly growing company that exclusively hires candidates who are professional, energetic, hardworking, and positive.
Job Description
Experience & Operations Managers (EOMs) work closely with the Senior Operations Manager (SOM) to oversee general business activities and drive the business toward its full potential while maximizing revenue and reducing costs. Each EOM is responsible for assisting with team management, operational oversight, financial management, and 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 EOMs.
In general, the EOM is expected to assist the SOM with the following duties. Final authority for everything listed below remains with the SOM and the Director of Experiences & Operations.
Team Management
- Manage and develop the Senior Crew Leads (SCLs), Crew Leads (CLs), and Crew Members (CMs)
- Hire, onboard, train and review team members
- Schedule team members
- Direct overall activities and performance of employees on a daily basis
- Enforce all policies and performance improvement processes as outlined in the Employee Handbook
- Run weekly Leadership meetings with all SCLs and CLs
- Run pre and post shift meetings as needed
- 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
- Work to ensure customer and employee safety
- Work to ensure compliance with all local, state, and federal laws, regulations and guidelines
- Implement efficient opening and closing procedures
- Continually improve customer check in and check out procedures
- Serve as the Manager on Duty until close
- Create, plan, promote and execute one special event per month (i.e. leagues, tasting series, glow events, holiday events, etc.)
- Serve in a specialty role for Bar & Recreation activations (i.e. Game Show MKE Host and/or Producer, 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 the Food & Beverage Team
- 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 private events
- Work with the Finance Team to maintain the POS menu and update as needed
- Work with the Marketing Team to execute successful special events, promotional offerings, 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
- Ensure daily POS and cash drawer close outs are promptly and properly completed and stored in the locked safe
- Create virtual EOD slips and safe documents
- Compile weekly cash deposits for cash tips received
- Perform bi-weekly bank runs
- Work with the Finance Team to ensure proper data entry and financial management
- Problem solve any financial discrepancies and "own" the solution process
Customer Service
- Model D.R.I.V.E. customer service values
- Ensure a high level of customer service from all team members
- Serve as the point person and final decision maker for customer questions and concerns
- Interact with customers and listen to direct customer feedback regularly
Job Location
Experience and Operations Managers (EOM) are classified as “on-site" employees.
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 EOM should plan to be mobile and move around as needed. A company laptop will be provided in order to work “on the go”. This job will also have access to a desk/shared workspace onsite at a facility.
Additionally, Experience and Operations Managers are eligible to request a Remote Work Agreement from the Director of Experiences (DOE) if they wish to work certain scheduled hours remotely (i.e. for schedule writing, special projects, proposals, etc.).
Supervisor
This position reports directly to the SOM.
Time Commitment
The EOM 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 on a regular basis. The EOM serves on a team with 5-7 other EOMs within the company, so shifts can be traded and schedules can flex within that team. In general, each EOM will be scheduled at least two full days off per week.
Compensation
Annual salary based on experience, plus a comprehensive benefits package including:
- Quarterly bonus incentive opportunity
- 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
- Great 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, 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 Experience & 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
- Customer-focused, confident personality who can charm customers while enforcing rules
- Salesperson
At Bars & Rec, we D.R.I.V.E. toward these customer service values:
- Demonstrate expertise
- Rally the team
- Identify opportunities
- Value every customer
- Exceed expectations
Bars & Recreation is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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