Gracious Hospitality Management
Service Manager (COTE 550 Madison)
Gracious Hospitality Management, New York, New York, us, 10261
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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 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 and in collaboration with Yoshio Itai on the sushi concept, 550 Madison is set to redefine immersive, transportive dining in Midtown Manhattan.
Job Summary The Service Manager is responsible for overseeing, maintaining, and successfully executing the high standard of hospitality at COTE. Working directly with the property General Manager and the Director of Hospitality, they will instill the vision of hospitality at COTE, create experiences that exceed customer expectations, and manage the restaurant efficiently while inspiring team members to increase sales and morale. The role includes interacting positively with customers, promoting services, and resolving problems to the satisfaction of all parties.
Essential Job Duties & Responsibilities Hospitality
Promotes the core values and culture of COTE, including excellence in food and beverage, service, and hospitality.
Works with the General Manager and Director of Hospitality to hold the property team accountable for all steps of service, policies, and procedures to facilitate a quality customer experience.
Leads service as a section manager, actively engaging in all steps of service: 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.
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, 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 profiling 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; addresses all DOH violations immediately.
Promotes and practices safe work habits, identifies and resolves potential safety hazards, documents accidents, and conducts initial investigations to determine the root cause of safety incidents.
Ensures team members are educated on products and services, overseeing a regular schedule of service classes open to all employees.
Ensures all COTE drink and food recipes and procedures are followed, maintaining the highest quality and consistent product standards.
Participates in community events and helps meet corporate social responsibility goals.
Ensures that standards set by the Director of Hospitality on lighting, period standards, and temperature setting SOPs are 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.
Qualifications
Ability to read, speak, understand, follow written directions, and verbal instructions in English.
Reachable by email and able to communicate via phone.
Effective and efficient communication skills.
Excellent organizational skills and attention to detail.
Positive, results‑oriented, team‑player mentality.
Maintains professionalism and composure under pressure in a high‑paced environment.
Knowledge of workplace safety procedures and local Department of Health standards.
Food Handler’s Certification or ability to obtain in accordance with regulations and company policy.
Flexible schedule to accommodate business levels (weekend, nights, holidays). Reasonable accommodations for sincerely held religious beliefs will be provided where appropriate.
Familiarity with restaurant management software such as POS, reservations management, inventory management, Microsoft Office, and Google Workspace.
Working understanding of human resource principles, practices, and procedures.
Positive leadership characteristics and supervisory skills that inspire team members to meet and exceed standards.
Effective training skills.
Excellent time‑management skills and 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 logical or scientific thinking to a wide range of problems.
Tact, courtesy, and ethics when dealing with vendors, co‑workers, and customers.
Maintains positive relationships with all third‑party vendors.
Preferred: Degree in Hospitality, Culinary Management, or similar subject.
Ability to execute steps of service in adherence with company policy.
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: $90,000 USD - $100,000 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 people@gracioushm.com
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Other
Industries Construction, Software Development, and IT Services and IT Consulting
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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 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 and in collaboration with Yoshio Itai on the sushi concept, 550 Madison is set to redefine immersive, transportive dining in Midtown Manhattan.
Job Summary The Service Manager is responsible for overseeing, maintaining, and successfully executing the high standard of hospitality at COTE. Working directly with the property General Manager and the Director of Hospitality, they will instill the vision of hospitality at COTE, create experiences that exceed customer expectations, and manage the restaurant efficiently while inspiring team members to increase sales and morale. The role includes interacting positively with customers, promoting services, and resolving problems to the satisfaction of all parties.
Essential Job Duties & Responsibilities Hospitality
Promotes the core values and culture of COTE, including excellence in food and beverage, service, and hospitality.
Works with the General Manager and Director of Hospitality to hold the property team accountable for all steps of service, policies, and procedures to facilitate a quality customer experience.
Leads service as a section manager, actively engaging in all steps of service: 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.
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, 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 profiling 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; addresses all DOH violations immediately.
Promotes and practices safe work habits, identifies and resolves potential safety hazards, documents accidents, and conducts initial investigations to determine the root cause of safety incidents.
Ensures team members are educated on products and services, overseeing a regular schedule of service classes open to all employees.
Ensures all COTE drink and food recipes and procedures are followed, maintaining the highest quality and consistent product standards.
Participates in community events and helps meet corporate social responsibility goals.
Ensures that standards set by the Director of Hospitality on lighting, period standards, and temperature setting SOPs are 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.
Qualifications
Ability to read, speak, understand, follow written directions, and verbal instructions in English.
Reachable by email and able to communicate via phone.
Effective and efficient communication skills.
Excellent organizational skills and attention to detail.
Positive, results‑oriented, team‑player mentality.
Maintains professionalism and composure under pressure in a high‑paced environment.
Knowledge of workplace safety procedures and local Department of Health standards.
Food Handler’s Certification or ability to obtain in accordance with regulations and company policy.
Flexible schedule to accommodate business levels (weekend, nights, holidays). Reasonable accommodations for sincerely held religious beliefs will be provided where appropriate.
Familiarity with restaurant management software such as POS, reservations management, inventory management, Microsoft Office, and Google Workspace.
Working understanding of human resource principles, practices, and procedures.
Positive leadership characteristics and supervisory skills that inspire team members to meet and exceed standards.
Effective training skills.
Excellent time‑management skills and 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 logical or scientific thinking to a wide range of problems.
Tact, courtesy, and ethics when dealing with vendors, co‑workers, and customers.
Maintains positive relationships with all third‑party vendors.
Preferred: Degree in Hospitality, Culinary Management, or similar subject.
Ability to execute steps of service in adherence with company policy.
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: $90,000 USD - $100,000 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 people@gracioushm.com
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Other
Industries Construction, Software Development, and IT Services and IT Consulting
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