Service Manager

Episcope Hospitality is one of the most dynamic and rapidly growing hospitality companies in America. Founded and led by David Morton, from the renowned Morton’s Steakhouse family, Episcope is built on a foundation of creativity, passion, and excellence. With locations in Chicago, New York, Houston, Phoenix, Las Vegas, and Washington D.C., we offer a collaborative environment where innovation meets world-class hospitality. Our culture is marked by a commitment to learning, development, and working alongside some of the brightest minds in food, beverage, design, and business.

We are currently seeking an experienced and passionate Service Manager to join our team at The Landing in NYC’s Penn District. If you have successfully overseen operations at a multimillion-dollar, full-service restaurant, share our passion for food, music, and design, and can deliver contagious hospitality to guests and staff alike, then we would like to talk to you.

Summary of Position:

The Service Manager will oversee and coordinate the daily operations of The Landing, ensuring excellence in guest experience, operational efficiency, staff development, and financial performance. This role will require leadership, innovation, and a deep commitment to delivering outstanding hospitality. The ideal candidate will have a proven track record of managing high-volume operations, cultivating a positive team culture, and ensuring high standards in service and food quality.

Duties & Responsibilities:

Team Leadership & Development:

• Develop a cohesive, high-performing team by fostering collaboration, accountability, and continuous improvement.
• Lead by example, mentoring junior managers and staff to cultivate leadership and hospitality skills within the team.
• Conduct regular team meetings to ensure alignment with goals, share feedback, and recognize accomplishments.
• Promote staff development and professional growth, providing training in all areas of service and operations.

Guest Experience & Engagement:

• Ensure that all guests feel welcome and receive responsive, friendly, and courteous service at all times.
• Regularly interact with guests to gather feedback, ensuring their expectations are not only met but exceeded, fostering repeat business and loyalty.
• Handle guest complaints and service recovery with professionalism, ensuring a positive resolution for both the guest and the team.

Operational Excellence & Efficiency:

• Optimize restaurant operations by identifying bottlenecks, implementing process improvements, and utilizing technology for more efficient service delivery.
• Ensure accurate reporting and communication between front of house (FOH) and back of house (BOH) to improve service execution.
• Monitor and analyze key performance indicators (KPIs) such as labor cost, food cost, and guest satisfaction to ensure the restaurant's financial health.

Vendor & Supplier Relations:

• Maintain strong relationships with suppliers and vendors to ensure high-quality products are delivered on time and within budget.
• Negotiate contracts and pricing with vendors when necessary, ensuring that product quality and costs align with business goals.

Community & Tenant Relations:

• Collaborate with local businesses and community leaders to engage with the broader Penn District, creating unique offerings that appeal to tenants and local customers.
• Implement guest promotions and marketing strategies to increase traffic and drive repeat business.

Innovation & Development:

• Collaborate with senior management and the culinary team to introduce innovative concepts, menu items, and service models that set Episcope apart from competitors.
• Stay current with industry trends, bringing new ideas to improve service quality, increase revenue, and maintain competitive positioning.

General Operations & Compliance:

• Ensure that all food and products are consistently prepared and served according to the restaurant’s recipes, portioning, cooking, and serving standards.
• Achieve company objectives in sales, service, quality, appearance of the facility, sanitation, and cleanliness through training employees and creating a positive, productive work environment.
• Prepare all required paperwork, including forms, reports, and schedules in an organized and timely manner.
• Be knowledgeable of restaurant policies regarding personnel and administer prompt, fair and consistent corrective action for all violations of company policies, rules and procedures.
• Control cash and other receipts by adhering to cash handling and reconciliation procedures in accordance with restaurant policies.
• Ensure all equipment is kept clean and in excellent working condition through personal inspections and adherence to the restaurant’s preventative maintenance programs.
• Oversee scheduling based on business activity while controlling labor costs and ensuring all positions are adequately staffed.
• Ensure compliance with all federal, state, county, and municipal regulations pertaining to health, safety, and labor.
• Provide advice and suggestions to General Manager as needed.
• Be able to work in a standing position for long periods of time.
• Be able to reach, bend, stoop and frequently lift heavy weight.
• Must have the stamina to work 50 to 60 hours per week.

Qualifications:

Leadership & Management Experience:

• Minimum of 3 years in a management role within a high-volume, full-service restaurant environment, ideally at a multimillion-dollar or upscale dining venue.
• Proven track record of managing and developing teams, achieving operational goals, and fostering a positive work culture.

Hospitality & Service Expertise:

• Demonstrated experience in creating and delivering elevated guest experiences, including resolving high-pressure guest concerns and maintaining customer loyalty.
• Ability to instill a culture of exceptional hospitality and service throughout the team.

Operational & Financial Acumen:

• Strong understanding of restaurant financials, including labor cost management, food cost analysis, and budget forecasting.
• Experience in inventory management, vendor negotiations, and managing supplier relationships.

Technology & Systems Proficiency:

• Familiarity with restaurant POS systems, reservation management platforms, and operational technology to enhance service efficiency and streamline back-end processes.
• Proficiency in basic Microsoft Office tools (Word, Excel) and restaurant management software for scheduling, reporting, and inventory management.

Adaptability & Problem Solving:

• Ability to handle dynamic operational challenges and think on your feet in a fast-paced environment.
• Experience in troubleshooting unexpected issues while maintaining smooth operations and guest satisfaction.
• Ability to work collaboratively and efficiently across departments to ensure seamless communication and problem-solving.

Culinary Knowledge:

• Strong understanding of food and beverage, particularly in maintaining consistency in food quality and presentation in line with restaurant standards.
• Ability to collaborate with chefs and culinary teams to execute menu concepts, seasonal promotions, and guest events.

Compliance & Regulation Knowledge:

• In-depth knowledge of health and safety regulations, food handling practices, and labor laws at the local, state, and federal levels.

Communication Skills:

• Strong verbal and written communication skills, with the ability to communicate clearly with staff, guests, and senior management.
• Ability to provide constructive feedback and engage in difficult conversations with staff while maintaining a positive and professional tone.

Additional Considerations:

• Multilingual candidates or those with experience in diverse cultural settings are encouraged to apply, as this would be beneficial in New York’s international hospitality market.
• Candidates with a background in event management or experience with corporate clientele would be ideal, given the nature of events hosted at The Landing.

Pay and Benefits:

• Salary: Competitive pay based on experience, ranging from $75,000 to $85,000 annually.
• Schedule: Monday – Friday work week, promoting work-life balance.
• Benefits:

Health insurance (Blue Cross Blue Shield), dental insurance, and vision insurance.

Paid vacation and time off.

Complimentary dining privileges at all Episcope locations.

Join Our Team:

At Episcope Hospitality, we offer an environment that promotes learning, innovation, and a passion for excellence. If you’re ready to take on a leadership role in one of NYC’s most dynamic hospitality environments and grow your career with a team that values creativity, development, and collaboration, we’d love to hear from you.