Service Director (COTE 550 Madison)

About GHM's 550 Madison Project:

Opening in 2026, Gracious Hospitality Management’s 550 Madison project is their most ambitious to date: a multi-level, 15,000-square-foot dining destination inside the iconic landmark Sony building. The project will bring together three distinct concepts — the second New York location of the Michelin-starred COTE Korean Steakhouse, an all-day multi-bar and dining concept- Chimera, and an intimate sushi restaurant led by Michelin-starred Chef Masahiro Yoshitake- Sushi Yoshitake . Designed by Rockwell Group, with Yoshio Itai collaborating on the sushi concept, 550 Madison is set to redefine immersive, transportive dining in Midtown Manhattan.

Job Summary:

The Service Director is responsible for overseeing, maintaining, and successfully executing the high standard of hospitality of GHM at COTE and Chimera. They will work directly with the Executive General Manager and the Executive Director of Hospitality to instill the vision of hospitality and customer delight at both brands and create experiences that exceed customer expectations by marrying the fun and fire of COTE with excellence and refined service at the highest level. Their purpose is to harmoniously run the restaurant in an efficient and cost-effective manner, inspire team members in order to increase sales and morale, and interact positively with customers promoting services and resolving problems to the satisfaction of the involved parties.

Essential Job Duties & Responsibilities:

Hospitality:

• Promotes the core values and culture of COTE and Chimera, including but not limited to excellence in food and beverage, service, and hospitality.
• Works with the Executive General Manager and Executive Director of Hospitality to hold the property team accountable for all steps of service, policies, and procedures to facilitate quality customer experience.
• Leads service as a section or dining room manager. Actively engages in all steps of service including initial greet, menu spiels, order taking, beverage service, food presentation, grilling, check handling, and fond farewells.
• Liaises between the FOH and culinary team during service.
• Provides and oversees the service for all VIP customers when on property.
• Develops positive customer relationships and addresses customer service needs.
• Responds efficiently and accurately to all customer complaints and reviews online, in service, and in writing to COTE and Chimera.
• Pitches new and creative ways to develop further customer delight moments.

Operations:

• Oversees daily restaurant administration including payroll, opening/closing administration, service floor plans, daily walkthroughs, etc.
• Manages hourly employees in their daily responsibilities at COTE and Chimera, providing clear, effective direction.
• Creates systems of accountability and provides consistent feedback, coaching, and disciplinary action as needed.
• Performs all back office POS functions including employee profile and menu creation.
• Plans, executes and communicates all promotions and company information effectively and efficiently.
• Conducts Department of Health (“DOH”) walk-throughs multiple times per day when on duty to ensure DOH compliance; Address all DOH violations immediately.
• Promotes and practices safe work habits, identifies and resolves potential safety hazards; Documents accidents, conducts initial investigation and determination of root cause of safety incidents in the interest of maintaining a safe work environment.
• Ensures that all team members are educated on our products and services. Oversees a regular schedule of service classes open to all employees.
• Ensures that all COTE and Chimera drink and food recipes and procedures are followed, maintaining the highest quality and consistent product standards.
• Participates in community events and helps to ensure corporate social responsibility goals of the company are met.
• Ensures that standards set by the Director of Hospitality on lighting period standards and temperature setting SOPs are being maintained and followed.
• Liaises between employees, the General Manager (“GM”), and the Director of Hospitality.
• Reviews all customer satisfaction and mystery shopper reports for opportunities to improve.

Staff Management:

• Hire, train, supervise, manage, coach, counsel, and evaluate all COTE and Chimera service departments including but not limited to Captains, Servers, Runners, and Server Assistants.
• Acts as role model for outstanding service; continuously works to elevate service standards, and personally embodies hospitality in daily actions.
• Consistently monitors, coaches and encourages management team and hourly service employees to meet Company’s service standards.
• Resolves team member or customer conflicts consistent with GHM’s complaint handling guidelines.
• Leads and oversees continued staff training and development, including quality of preshift.
• Builds morale and team spirit by fostering a work environment where team members’ input is encouraged.
• Responsible for training new employees as assigned.

Standards:

• Display knowledge of COTE, Chimera, and GHM brand, culture, and product.
• Demonstrate the Company’s core values of people, learning, culture, relationships, sustainability and stewardship.
• Maintain professional and respectful behavior when in contact with customers, management, and teammates.
• Present a polished personal appearance, adhering to company grooming standards outlined in the Employee Handbook.
• Adhere to all company policies and procedures outlined in handbooks, manuals, and other company documents.
• Attend and participate in all scheduled meetings, training sessions, and continuing education activities.
• Take care of all company property.
• Maintain safety, cleanliness, and sanitation standards.
• Comply with federal, state, and local laws and regulations.

Qualifications:

• Must have the ability to read, speak, understand, follow written directions, and verbal instructions in English.
• Must be reachable by email and able to communicate via phone as well.
• Communicates information effectively and efficiently.
• Excellent organizational skills and attention to detail.
• Possesses a positive, results-oriented, team-player mentality.
• Ability to perform job duties and responsibilities well and maintain professionalism and composure under pressure and in a high-paced and at times stressful environment.
• Ability to under pressure and maintain professionalism when working under stress.
• Knowledge of workplace safety procedures and local Department of Health standards.
• Food Handler’s Certification or the ability to obtain in accordance with federal, state, or local regulations and/or Company policy.
• Able to work a flexible schedule in order to accommodate business levels (weekend, nights, and holiday availability required). We will endeavor to provide reasonable accommodations for sincerely held religious beliefs.
• Familiarity with restaurant management software such as point of sales, reservations management, inventory management, Microsoft Office, and Google Workspace.
• Working understanding of human resource principles, practices, and procedures.
• Demonstrates positive leadership characteristics and supervisory skills, which inspire team members to meet and exceed standards.
• Ability to effectively train others.
• Excellent time management skills with a proven ability to meet deadlines.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Strong analytical and problem-solving skills.
• Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
• Ability to exercise tact, courtesy, and ethics when dealing with vendors, co-workers, and customers.
• Ability to maintain a positive working relationship with all third-party vendors.
• Degree in Hospitality, Culinary Management, or similar subject preferred.
• Ability to execute steps of service in adherence with company policy.
• Must be of legal age to serve alcohol.
• Certification for responsible alcohol service or ability to obtain within 6 months.

New York State’s Pay Transparency Law requires employers to include a range of pay for
all advertised job, promotion, or transfer opportunities.

New York Pay Range

$150,000—$170,000 USD

Benefits (with variation for full-time/part-time employment):

• Structured, generous compensation for all positions
• Comprehensive Medical, Dental, and Vision benefits
• Flexible Spending Account/Health Savings Account
• Commuter Benefits
• Referral Bonus Program
• Career Advancement Opportunities
• Employee Recognition Awards
• Employee Dining Discounts
• Paid Time Off

550 Madison fully complies with all applicable federal, state, and local anti-discrimination laws by providing equal employment opportunities to all employees and job applicants without regard to race, color, religion, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, or gender identity), national origin, age (40 or older), disability, and genetic information (including family medical history), or any other legally protected status.

Applicants requiring a reasonable accommodation to perform the essential functions of the job should contact the Human Resources department at [email protected]