Assistant Director of Front Office

Position Overview

The Assistant Director of Front Office supports the Director of Front Office in leading all aspects of the Front Office operation, including Front Desk, Guest Services, Uniformed Services, Concierge, Reservations, and Pool Attendant operations.

As the second-in-command of the department, this role is responsible for ensuring exceptional execution of the guest arrival, stay, and departure experience while maintaining the highest levels of service, colleague engagement, and operational performance. The Assistant Director serves as a visible and approachable leader who inspires teams, resolves complex guest situations, drives accountability, and cultivates a culture where personalized hospitality, teamwork, and creativity thrive.

This position plays a critical role in developing front-line leaders and colleagues while ensuring Dream Downtown delivers a guest experience that is authentic, memorable, and uniquely New York City.

The Assistant Director of Front Office serves as a brand ambassador for Dream Downtown, ensuring every guest interaction reflects the hotel's energetic, creative, and distinctly New York personality. Through visible leadership, operational excellence, and a passion for hospitality, this role helps create memorable guest experiences while supporting the hotel's service culture, reputation, financial performance, and overall operational success.

Key Responsibilities

Leadership & Operations

Support the Director of Front Office in the day-to-day management of all Front Office departments.
Lead departmental operations in the Director's absence and ensure seamless operational performance.
Maintain a highly visible presence throughout the hotel, serving as a resource for guests, colleagues, and leaders.
Drive execution of service standards, operational procedures, and guest experience initiatives.
Monitor departmental performance and implement solutions to improve efficiency, productivity, and service delivery.
Foster a culture of accountability, collaboration, innovation, and continuous improvement.
Act as a brand ambassador for Dream Downtown, ensuring service delivery aligns with the hotel's lifestyle positioning, culture, and service philosophy.
Partner with Human Resources and Labor Relations to address colleague relations matters, performance management, investigations, corrective action, and workforce planning initiatives.
Lead departmental operations in accordance with hotel policies, service standards, and applicable collective bargaining agreements.
Foster positive labor relations and maintain compliance with all union contract provisions affecting hotel operations.
Guest Experience

Champion a guest-first culture focused on delivering personalized, memorable, and effortless experiences.
Handle VIP arrivals, guest recovery situations, and escalated service concerns with professionalism, urgency, and discretion.
Ensure all guests receive exceptional arrival, stay, and departure experiences.
Partner with Guest Services and Front Desk teams to curate unique micro-local experiences that connect guests with New York City's neighborhoods, dining, nightlife, arts, culture, and wellness offerings.
Monitor guest feedback, online reviews, and service metrics to identify trends and opportunities for improvement.
Ensure all Front Office colleagues consistently deliver service reflective of Dream Downtown's lifestyle standards.
Talent Development

Recruit, coach, train, and develop Front Office colleagues.
Conduct regular coaching conversations, performance reviews, and development discussions.
Support succession planning and leadership development initiatives.
Promote colleague engagement through recognition, communication, and career growth opportunities.
Ensure compliance with company policies, standards, and applicable labor agreements.
Foster a workplace culture rooted in Hyatt's Culture of Care, where colleagues feel valued, supported, and empowered to succeed.
Build a culture of accountability, inclusion, recognition, and continuous learning.
Financial & Business Performance

Support room revenue optimization efforts through upselling, inventory management, and operational execution.
Collaborate with Revenue Management to maximize occupancy, ADR, RevPAR, and room revenue opportunities.
Assist with labor management, scheduling, payroll accuracy, and productivity initiatives.
Monitor departmental expenses and identify opportunities to improve efficiency while maintaining service excellence.
Ensure accurate forecasting, reporting, and operational controls.
Assist with the development and execution of departmental budgets and productivity goals.
Performance & KPI Accountability

Success in this role will be measured by achieving and exceeding key operational and financial performance indicators, including:

Guest Satisfaction Scores (GSS)
ReviewPro and online reputation performance
Front Office upsell revenue production
Labor productivity and scheduling efficiency
Front Office audit compliance
Service recovery effectiveness and guest loyalty metrics
Colleague engagement and retention
Departmental financial and operational performance

The Assistant Director is expected to analyze operational data, identify trends, develop action plans, and drive continuous improvement initiatives that enhance both the guest experience and business results.

Cross-Functional Partnership

Partner closely with Housekeeping, Engineering, Security, Food & Beverage, Sales, Revenue Management, Accounting, Human Resources, and Labor Relations teams.
Participate in daily operations meetings and communicate key guest and operational priorities.
Ensure proper room readiness, inventory management, and execution of sell-out strategies.
Support department-wide initiatives that enhance guest satisfaction, operational efficiency, and financial performance.
Maintain strong interdepartmental communication to ensure seamless execution of the guest journey from arrival through departure.

Who You Are

As our ideal candidate, you understand the power and purpose of Hyatt's Culture of Care and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect, and Well-being.

You are a collaborative, relationship-focused leader who thrives in a fast-paced hospitality environment. You are energized by developing people, building partnerships, elevating the guest experience, and driving results through teamwork and accountability. You understand that success comes from maintaining a visible presence, fostering strong relationships across departments, supporting colleagues, and creating exceptional experiences for guests.

You Are Someone Who:

Leads with integrity, professionalism, and accountability.
Builds trust and strong partnerships with colleagues, guests, union representatives, and hotel leadership.
Enjoys mentoring, coaching, and developing high-performing teams.
Embraces cross-functional collaboration and a "One Hotel, One Team" mindset.
Balances strategic thinking with hands-on operational leadership.
Demonstrates strong business acumen and an understanding of guest satisfaction, labor productivity, revenue optimization, and operational performance.
Thrives in a highly visible leadership role, engaging daily with colleagues, guests, and operational partners.
Is comfortable working within a unionized hotel environment and fostering positive labor relations.
Uses data and performance metrics to drive continuous improvement and accountability.
Is committed to continuous learning, innovation, and professional growth.