Assistant Director of Front Office

Hyatt Union Square New York; New York (NY); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision health plan

Paid time off

401k Company Match

Daily Pay

Life Insurance

Employee Wellness Program

Job summary

Hyatt Union Square New York seeks an Assistant Director of Front Office to lead guest-centric operations and staff development. You will guide scheduling, training, and service standards while aligning with brand budgets and performance targets.

The role emphasizes guest satisfaction, operational discipline, and participation in budget planning and safety procedures. A strong front office background is essential for success.

Qualifications

• Associate or Bachelor’s degree preferred.
• 3–5 years’ experience in a similar hotel front office.

Responsibilities

• Lead and develop front office staff to deliver flawless guest experiences.
• Manage staffing and budgets to meet hotel objectives and occupancy forecasts.
• Monitor guest satisfaction scores and drive service recovery when needed.
• Oversee capital budgets, safety, and operating controls.

Skills

Staff leadership

Hiring & training

Coaching and development

Budgeting and forecasting

Guest service excellence

Scheduling and staffing

Education

Associate degree

Bachelor’s degree preferred

Job description

Opportunity: Assistant Director of Front Office

Lead and inspire the front office staff in creating flawless and personalized arrival, departure and other experiences for guests, while ensuring the department operates within the scope of the budget and well-defined service standards.

Potential Career Path

Director of Guest Service - Assistant General Manager – General Manager

Essential Job Functions

• Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
• Supervise assigned managers and provide guidance and leadership as needed to achieve the hotel’s performance objectives as it relates to the front office.
• Constantly monitor and communicate guest satisfaction scores to front office service professionals in an effort to achieve the highest guest satisfaction scores possible, correcting deficiencies while celebrating successes.
• Meticulously manage staffing levels in accordance with hotel budget and occupancy forecast, flexing schedules to obtain the right balance between guest satisfaction and efficient use of labor dollars.
• Review correspondence from guests and incident logs and direct staff to respond appropriately particularly as it relates to service recovery.
• Ensure front office staff complies with accounting controls and procedures when conducting guest transactions.
• Host daily manager pre-shift meetings to ensure the team is aligned around the day’s guest needs in terms of arrivals, departures or group needs.
• Actively participate in meetings related to budget, operations, associate relations, etc.
• Review, submit for approval, and order capital budget items.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards
• Perform other duties as requested by management.

HHM Hotels Benefits And Perks

• Medical, Dental and Vision Health Insurance
• Paid Time Off
• 401k Company Match
• Daily Pay
• Free Basic Life Insurance
• 24/7 access to TELUS Health, a confidential work-life resource.
• Travel Discounts
• Employee Assistance and Wellness Program
• Educational/Professional Development
• Referral Bonus Program

Position Requirements

• Associate or Bachelor’s degree preferred.
• Three to five years’ experience in a similar type hotel

Work Environment and Context

• Work schedule varies and may include working on holidays and weekends.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It,