Service Director (NYC / MIAMI)

The Service Director creates, directs and oversees all aspects of customer service policies, training, objectives, and initiatives. The Service Director shall develop service level standards based on Colin Cowie’s Gold Standard to provide a best-in-class customer experience

Being a Service Director establishes policies and procedures that produce high quality customer service delivery and that reflect industry best practices and best practices set forth by Colin Cowie Lifestyle. Implements systems to capture and report on service metrics, including any customer feedback or trends in operational or service issues.

Additionally, The Service Director manages resource decision-making and planning. Aligns customer service activities and initiatives to support and enhance the objectives of the organization.

The Service Director will create functional strategies and specific objectives and develops budgets/policies/procedures to support the organizations infrastructure

Scope of Role:

  • Establishing a brand signature guest experience for key corporate and private clients
  • Create and lead all aspects of customer service policies, training, objectives, and initiatives
  • Ensure training and operations connect with Colin Cowie’s Gold Standard
  • Write and develop training plans using words, visuals, graphs and other training tools
  • Coach leaders and employees by creating a shared understanding about what needs to be achieved and how to execute to create a best in class, white glove hospitality experience
  • Reward, recognize and develop employees
  • Ensure safety and sanitation standards in all hospitality areas

Responsibilities include but are not limited to:

  • Leads manages and inspires a diverse team to provide elevated service to clients and guests
  • Demonstrate excellent customer service using Colin Cowie’s Gold Standard Model
  • Full compliance with Operational Excellence fundamentals, including food and labor
  • Direct and oversee operations related to hospitality and training
  • Develop and maintain effective employee and customer relationships
  • Identify client needs and effectively communicate operational progress
  • Build revenue and manage budget, including cost controls with regard to training and labor
  • Ensure the completion and maintenance of required operational and financial documents
  • Manage resources to ensure quality and cost control within budgetary guidelines
  • Create value through efficient operations, appropriate cost controls and profit management
  • Maintain a safe and healthy environment for clients, customers and employees
  • Communicate and interact effectively with all other departments


  • Fully versed in all service methods, standards and protocols related to guest experience
  • Bachelor’s degree in hospitality management or similar discipline
  • Minimum of 5 years as a Service Director or similar role
  • Minimum of 5 years in a large-scale hotel or corporate setting
  • Expert knowledge of Microsoft 365 tools
  • Excellent communication written and spoken
  • Excellent people skills

Nice to have but not required

  • Multi-lingual
  • Well-traveled
  • Experience working with high net-worth clients

Job Type: Full-time

Salary: $100,000 – $125,000

Location: NYC Remote, Miami FL (Hybrid Remote/Office)

Please email with CV/Resume, cover letter, salary requirements and availability. Please reference Service Director in the subject of your email.