What are the responsibilities and job description for the Director of Service position at ONTHEMARC Events & Catering?
ABOUT OUR COMPANY
ONTHEMARC is a contemporary, full-service catering company known for creating memorable, well-executed events where great food and great service always come first. Founded in 2006 by Chef Marc Weber out of his parents’ kitchen, with nothing but a station wagon and a simple goal to make people happy by exceeding expectations, ONTHEMARC has grown into one of the region’s most respected hospitality brands.
Nearly 20 years later, we operate out of a 15,000-square-foot industrial kitchen and office space and service more than a dozen exclusive venues across Connecticut, New York, New Jersey, and beyond. Our exceptional team of over 40 full-time employees and 600 part-time staff brings our signature blend of culinary excellence, seamless service, and creativity to every event - from intimate dinners to large-scale galas and corporate functions.
Our culture is grounded in hospitality, humility, and excellence. We believe great work starts with great people: those who care deeply, stay calm under pressure, communicate directly, and show up for one another. We lead with warmth and professionalism, move fast, adapt often, and take pride in doing things the right way.
At ONTHEMARC, we’re not just building events - we’re building experiences that connect people, celebrate milestones, and raise the standard for what hospitality can be.
If you’re passionate, hardworking, and thrive in a collaborative, high-energy environment, there’s a place for you here.
The Director of Service is accountable for service excellence across ONTHEMARC properties and events, leading from the field to ensure consistent execution, team performance, and guest experience. Reports to senior leadership and oversees all service roles across the organization.
Captain high-profile events and work alongside teams on-site to set the standard for service execution.
Oversee Service Managers and Event Captains to ensure consistent leadership, preparedness, and performance.
Model professionalism and accountability through visible, hands-on leadership in the field.
Serve as the primary bridge between service staff and leadership, escalating and resolving issues with clarity and urgency.
Design and implement structured training programs for service staff across all levels and roles.
Coach in real time during events, delivering immediate, actionable feedback that improves performance on the spot.
Lead recruitment, onboarding, and ongoing development to maintain a deep, reliable bench of service talent.
Standardize playbooks, expectations, and service techniques to drive consistency across properties and event types.
Own staffing strategy, scheduling, and event coverage to ensure full readiness for every service window.
Direct pre-event setup, live event execution, and post-event breakdown to ensure seamless operations end-to-end.
Conduct on-site audits to ensure adherence to ONTHEMARC service standards and correct gaps immediately.
Troubleshoot real-time challenges and support teams directly to keep service moving under pressure.
Personally oversee VIP and high-impact events to ensure an exceptional guest experience and flawless delivery.
Address client feedback proactively and implement improvements that raise the standard over time.
Evaluate service quality through regular reviews of technique, pacing, communication, and overall execution.
Track KPIs tied to service quality, guest experience, staffing performance, and operational readiness.
Report insights and recommendations to senior leadership to drive measurable improvement and consistency.
The ideal candidate is:
A hands-on service leader who is most effective on-site, captaining events and coaching in real time.
Experienced in catering/events/service operations with a track record of leading teams in fast-paced environments.
Skilled at building and maintaining high standards through clear expectations, training, and accountability.
A strong communicator who can align service staff and leadership while keeping execution moving.
Detail-oriented and operationally disciplined - planning coverage, anticipating needs, and preventing issues.
Calm under pressure, able to troubleshoot live-event challenges quickly and effectively.
Comfortable using scheduling and event tools (including Nowsta and Tripleseat) to run organized operations.
Flexible and reliable with availability for nights, weekends, and holidays as required by event schedules.
Events run with consistently strong execution across properties - setup, service, and breakdown are smooth and on standard.
Service Managers and Event Captains lead confidently and consistently, with clear expectations and dependable performance.
Training is structured and repeatable, and new hires ramp quickly into ONTHEMARC’s service standards.
Staffing and scheduling are proactive, accurate, and resilient - coverage gaps and last-minute scrambles decrease materially.
Guest experience improves in observable ways (fewer issues during service, stronger VIP outcomes, better feedback trends).
KPIs and reporting create clear visibility into performance, and changes made based on data produce sustained improvement.
If you’re considering applying, please take a moment to review our Core Values (attached to this posting) and ask yourself if they genuinely align with how you like to work and lead. They’re not just words to us: they’re the standard we hire, coach, and hold each other accountable to. If they resonate, we’d love to hear from you.
Salary : $75,000 - $95,000