Service manager

A new concept from Michelin-starred COTE Korean Steakhouse, unveiling its highly anticipated opening: COQODAQ, our new fried chicken concept, which is just two blocks from our COTE NYC location.

Gracious Hospitality Management is first and foremost an outstanding hospitality company that conceptualizes Michelin-starred and James Beard nominated restaurants. We focus on both passion and profitability. We are professionals committed to ensuring exceptional hospitality and service to our customers. GHM has been honored with receiving a Michelin star eight years in a row for its restaurants Piora, Cote Korean Steakhouse & COTE Miami.

We follow a simple mantra: 🐓 + 🌾 + 🥬 + 🍗 = 😋

Job Summary:

The Service Manager is responsible for overseeing, maintaining, and successfully executing the high standard of hospitality at COQODAQ. They will work directly with the property General Manager and the Director of Hospitality to instill the vision of hospitality at COQODAQ and create experiences that exceed customer expectations by marrying the fun and fire of COQODAQ 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 COQODAQ, including but not limited to 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 quality customer experience.
• Leads service as a section manager. Actively engages in all steps of service including initial greet, menu spiels, order taking, beverage service, food presentation, 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 COQODAQ.

Operations:

• Oversees daily restaurant administration including payroll, opening/closing administration, service floor plans, daily walkthroughs, etc.
• Manages hourly employees in their daily responsibilities at COQODAQ, 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 COQODAQ 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 COQODAQ service departments including but not limited to Servers 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 COQODAQ’s complaint handling guidelines.
• Builds morale and team spirit by fostering a work environment where team members’ input is encouraged.
• Responsible for training new employees as assigned.

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

$95,000—$115,000 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
• Paid Time Off

COQODAQ 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@coqodaq.com.