Service Captain (550 Madison)

Service Captains are dynamic service professionals responsible for all aspects of the guest experience and for promoting the core values and culture of COTE, including excellence in food, beverage, service, and hospitality. They lead in hellos and goodbyes, menu sales, table maintenance, and team morale, build strong relationships with our customers, execute COTE tailoring moments, and take lead on PPX reservations. Working with the Service Director, they train and hold the team accountable for all service steps, policies, and procedures to ensure a quality guest experience. They collaborate with culinary and front-of-house teams to run the restaurant efficiently and harmoniously, inspiring team members to perform at their best and deliver exceptional service nightly.

Essential Job Duties & Responsibilities:

Job duties and responsibilities include, but are not limited to the following:

• Completes all assigned side work related to set up and breakdown of the dining room, grills, and service hutches. 
• Provides enthusiastic hellos and goodbyes to all incoming and departing customers. 
• Provides exceptional service & hospitality to every customer. Leads the floor by example, owns diner experiences in the entire assigned section of the dining room. 
• Coordinates with the section manager to ensure that section pacing matches needs of the guest book. Pushes pacing or grilling as needed to generate excitement and hit table turns. 
• Completes an end-of-shift report that details a service summary, notable customer highlights or issues, wares shortages, and more. 
• Liaises between the FOH and culinary team during service. 
• Develops positive customer relationships and addresses customer service needs. Responds to customer feedback as needed. 
• Assists the Service Director in the creation and upkeep of all Steps of Service and Standard Operating Procedures (“SOPs”) materials for service. 
• Participates in training of all incoming Server and Server Assistants including on the job training, and service classes. 
• Reads all customer reservation “chits” to accommodate special birthdays, anniversaries, and other special requests. 
• Assists the management team in executing “COTE-Tailoring” moments, providing memories for special occasions and circumstances. 
• Acts as role model for outstanding service; continuously works to elevate service standards, and personally embodies hospitality in daily actions.
• Reviews all reservations prior to the shift to oversee and lead PX bookings.
• Provides and oversees the service for all VIP customers when on property.
• Assists in planning and execution of all types of service classes offered to the Front of House team, such as grill classes, POS classes, steps of service classes for all departments, etc. 
• Performs regular ware and supply inventories, and facility walkthroughs of the dining room at the direction of the General Manager and Service Director. 
• Reads all Banquet Event Orders (BEOs) to deliver exceptional experiences for contracted large parties and special events. 
• Greets all customers in their sections, offers water & beverage service, and introduces menu format. 
• Ascertains allergies and dietary restrictions, and works with section management and chefs to ensure a safe and enjoyable experience for all guests.
• Executes and delegates steps of service and works harmoniously with their assigned Server Assistant and the section Sommelier and management to ensure exceptional hospitality.
• Proactively communicates with the management team regarding appropriate service for VIP guests.
• Full knowledge of COTE food and beverage menu items to make effective sales that enhances both the business and guest experience.
• Runs drinks from the bar to the assigned guest by table and position number.
• Checks identification of guests to ensure they are of legal age to consume alcoholic beverages and refuses service of alcoholic beverages in a polite manner to guests who are not of legal age.
• Accurately takes and enters orders and communicates flow with management and chefs.
• Effectively uses point of sale systems and other restaurant technology to account for all sales.
• Displays knowledge of grill functionality, breakdown, general maintenance, and cleaning.
• Grills every steak cut to specification with elegance and finesse.
• Checks back on every course to ascertain customer happiness and confirms that meat temperatures and seasoning is appropriate.
• Proactively communicates up to management all notable details (happy or unhappy) of their section tables to enhance the dining experience.
• Handles customer complaints or issues with a positive attitude, notifying management every time a customer is upset, or unhappy.
• Maintains functional and clean grills: removal of parts, cleaning, and polishing.
• Adheres to high standards of cleanliness, pre-bussing tables when possible.
• Maintains all service tools including trays, silverware, plate ware, glassware, scissors, and tongs.
• Reports to each scheduled shift on time, in uniform, and ready to work.   
• Assists other stations or areas of the restaurant when requested by management.
• Pitches new and creative ways to develop further customer delight moments.
• In addition to completing sidework, also oversees sidework assignments and inspects the entire dining room for readiness prior to service.
• Notes service, dining room, supply issues and communicates to management to resolve.
• I'd like to see more emphasis on customer delight, and more details on how they are responsible for the customer delight and responding to all constructive reviews within their sections.
• Coaches servers, runners, and SAs, and communicates liabilities and gaps in knowledge to the Service Director.
• Change all mentions of Service Manager to Service Director (their direct report).
• Reviews the secret shopper reports and lays out path to improvement based on the details.
• Leads the SOP and education around any new dishes and verbal specials.
• Leads monthly inventory and reports back to GM on any wares that are below par. 

Standards:

• Display knowledge of Cote 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 guests, 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.
• Reviews customer feedback and provides solutions for improving service standards.

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.  
• Must be of legal age to serve alcohol.
• Certification for responsible alcohol service or ability to obtain within 6 months.
• Familiarity with restaurant management software such as point of sales, reservations management, inventory management, Microsoft Office, and Google Workspace. 
• Ability to execute steps of service in adherence with company policy.
• Excellent interpersonal and customer service skills.
• Excellent communication with management and teammates.
• Able to perform steps of service and grilling at the highest level of COTE standards.
• Ability to understand and read  the structure of the book. 
• Qualified as an exemplary COTE server.