Service Director; Madison

Overview

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.

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.

• Salary range $150,000 - $170,000
• Comprehensive Medical, Dental and Vision Insurance
• Flexible Savings Account/Healthcare Savings Account/Dependent Care Savings Account
• 401K
• Paid Sick and Vacation Days
• Dining Discounts & More!

• 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.

• 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…