Job Description

About Us

We were born in Bari, Apulia, where our family tradition of artisanal gelato and pastry began. Today, we have grown internationally and now count five stores in New York City and a central gelato and pastry laboratory in Williamsburg. Our mission is to bring authentic Italian flavors, high-quality ingredients, and warm hospitality to every guest who walks through our doors.

The Role

Gelateria Gentile NYC is seeking a Director of Service to oversee the operational excellence of its New York City stores. This role will act as the bridge between individual locations and the central production team, ensuring that all company standards, procedures, and quality benchmarks are consistently upheld.

The Director of Service will regularly visit multiple locations, provide hands-on guidance to store teams, monitor adherence to company processes, and foster strong communication between the stores and headquarters. This role is essential to maintaining the brand’s reputation for exceptional quality, service, and customer experience.

What You’ll Do

• Oversee day-to-day store operations across all NYC locations, ensuring compliance with company standards and expectations.
• Conduct regular store visits to evaluate cleanliness, service quality, staff performance, and operational consistency.
• Act as liaison between store teams and the central production facility, ensuring smooth communication and alignment.
• Monitor product quality and presentation, providing feedback and support to store teams.
• Support staff training, onboarding, and ongoing coaching to strengthen service culture and operational discipline.
• Identify operational issues, propose solutions, and ensure corrective actions are implemented.
• Maintain close relationships with store leadership and foster a positive, collaborative work environment.
• Provide regular reports to ownership on performance, challenges, and opportunities.
• Monitor sales performance across stores, highlighting trends and opportunities.
• Ensure maintenance of target food cost and operational efficiency.
• Review and approve store schedules to ensure proper labor cost management.
• Oversee the management of online ordering channels.

What We’re Looking For

• 3–5 years in multi-unit retail or hospitality management (F&B preferred).
• Strong knowledge of service operations, team management, and quality control.
• Experience with sales analysis, cost control, and labor management.
• Excellent leadership and communication skills.
• Organized, detail-oriented, proactive problem solver.
• Flexibility to work across store operating hours, including weekends and evenings.
• Fluency in English required; Spanish and Italian considered a plus

Benefits

• Health insurance
• Public transportation reimbursement
• Cell phone expense reimbursement
• Employee Discount

Job Type: Full-time

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

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