Service Captain (550 Madison)

Madison, WI, USA|Onsite

Job Overview

Employment Type

Full-time

Part-time

Compensation

Hourly

Range $20.00 - $25.00

Work Schedule

Flexible

Weekend Shifts

Night Shifts

Benefits

Medical insurance

Dental Insurance

Vision Insurance

Flexible spending account

Commuter Benefits

Referral Bonus Program

Career advancement opportunities

Employee recognition awards

employee dining discounts

Paid Time Off

Job Description

Gracious Hospitality Management is an acclaimed hospitality group renowned for its commitment to culinary excellence and exceptional guest experiences. As a leader in the New York City dining scene, the company is known for its award-winning restaurants and its dedication to fostering a culture of hospitality, innovation, and team growth. Their newest venture, 550 Madison, is set to become a landmark dining destination located within the iconic Sony Building in Midtown Manhattan. This massive 15,000-square-foot, multi-level project features three distinct dining concepts, including the second New York City location of the Michelin-starred COTE Korean Steakhouse, Chimera - an all-day multi-bar and dining experience, and Sushi Yoshitake, an intimate sushi restaurant led by the Michelin-starred Chef Masahiro Yoshitake. Designed by the renowned Rockwell Group with collaboration from Yoshio Itai, 550 Madison promises to redefine immersive and transportive dining in a vibrant metropolitan setting.

The role of Service Captain at 550 Madison is pivotal to the restaurant's success and embodies the core values of Gracious Hospitality Management. Service Captains are dynamic professionals who lead all aspects of the guest experience, ensuring that every element from food and beverage to personalized service meets the highest standards. They act as leaders on the dining floor, delivering passionate, attentive welcomes and farewells to guests, managing table maintenance, promoting team morale, and creating tailored dining moments that enhance customer delight. As service experts, they work closely with the Service Director to train and mentor the team, uphold service policies and procedures, and coordinate efforts between the front-of-house and culinary teams to guarantee smooth, harmonious restaurant operations.

This position offers a comprehensive training program for qualified candidates eager to excel in their roles. The hiring process includes resume screening, interviews, scheduled open calls, onboarding, and targeted on-site training that prepares new hires to provide an exceptional guest experience by the time of the grand opening. Service Captains will take a hands-on leadership role in managing daily service flow, including pacing, grilling, inventory oversight, handling special guest requests, executing celebration moments, coaching staff, and maintaining cleanliness and safety standards. They are expected to possess excellent interpersonal skills, high attention to detail, and the ability to perform well under pressure in a fast-paced environment. Compensation for this role ranges from $20 to $25 per hour, reflecting the company’s commitment to fair wage practices in accordance with New York State’s Pay Transparency Law.

Working at 550 Madison means joining a passionate team dedicated to superior service, teamwork, and continual professional growth. The company values respect, learning, sustainability, diversity, and inclusion, providing a supportive workplace where employees can thrive and advance their careers. Inclusive of part-time and full-time employment, employees benefit from a robust package that includes medical, dental, vision coverage, paid time off, commuter benefits, and opportunities for recognition and advancement. If you are motivated by creating memorable dining experiences and ready to be part of a landmark hospitality project, this is an exceptional opportunity to grow within a visionary and award-winning hospitality group.

Job Requirements

High school diploma or equivalent
Minimum of 2 years experience in fine dining or hospitality management
Ability to read, speak, and understand English
Must be reachable by email and phone
Food Handler’s Certification or ability to obtain
Must be legally eligible to serve alcohol
Certification for responsible alcohol service or ability to obtain within 6 months
Able to work flexible schedules including weekends, nights, and holidays
Excellent communication and interpersonal skills
Knowledge of restaurant POS and management software
Ability to work well under pressure
Demonstrated ability to lead teams and train staff
Strong organizational skills and attention to detail

Job Qualifications

Must have ability to read, speak, understand, and follow written and verbal instructions in English
Must be reachable by email and able to communicate via phone
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 well and maintain professionalism under pressure and in a high-paced environment
Knowledge of workplace safety procedures and local Department of Health standards
Food Handler's Certification or ability to obtain
Able to work flexible schedules including weekends, nights, and holidays
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 POS, 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

Job Duties

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 and hospitality to every customer, leads the floor by example, owns diner experiences in the entire assigned section
Coordinates with the section manager to ensure section pacing matches guest needs and pushes pacing or grilling to hit table turns
Completes end-of-shift reports detailing service summary, customer highlights, shortages, and more
Liaises between FOH and culinary teams during service
Develops positive customer relationships and addresses customer feedback
Assists Service Director in creating and maintaining steps of service and SOP materials
Participates in training of incoming servers and server assistants
Reads customer reservation chits to accommodate special occasions
Executes and delegates steps of service and works with server assistants and sommeliers to ensure hospitality
Coaches servers, runners, and server assistants, communicates gaps to Service Director
Conducts monthly inventory and reports back to General Manager
Maintains cleanliness and proper functioning of grills
Adheres to safety, sanitation, and company policy standards
Reviews secret shopper reports and implements improvement plans
Handles customer complaints positively and communicates notable customer details to management
Assists in planning and executing service classes and onboarding new team members
Leads service for VIP customers and oversees PX bookings
Practices proactive communication and teamwork to enhance guest experiences
Ensures knowledge of all menu items to assist in sales and guest service
Checks legal age for alcohol service
Uses restaurant technology effectively including POS and reservation systems