Description

Summary

Assistant Director of Front Office

Hyatt Centric Times Square New York

Department: Rooms Division
Reports To: Director of Front Office / Director of Operations

Summary

At Hyatt, we believe our guests choose us because of our caring and attentive associates who are dedicated to providing efficient service and meaningful experiences.

Hyatt Centric Times Square New York is seeking an experienced, energetic, and service-driven Assistant Director of Front Office to support the daily operations of the Front Office department. This leader will partner closely with the Director of Front Office to oversee Front Desk, Guest Services, Bell, Concierge, PBX, and overnight operations while fostering a culture of exceptional guest service, colleague engagement, and operational excellence.

The ideal candidate is a hands-on leader who thrives in a fast-paced luxury lifestyle environment, embraces problem-solving, and is passionate about developing high-performing teams while creating memorable guest experiences.

Responsibilities

• Support the day-to-day leadership of all Front Office operations.
• Lead, coach, and develop Front Office colleagues to deliver Hyatt's service standards and Hyatt Centric brand experience.
• Assist in hiring, onboarding, scheduling, training, performance management, and succession planning.
• Ensure efficient arrival and departure experiences while maintaining exceptional guest satisfaction scores.
• Resolve guest concerns promptly and professionally, utilizing service recovery strategies to create positive outcomes.
• Monitor daily arrivals, departures, VIP guests, group activity, and special requests.
• Collaborate with Housekeeping, Engineering, Security, Sales, Revenue Management, and Food & Beverage to ensure seamless hotel operations.
• Maintain compliance with Hyatt policies, brand standards, safety procedures, and financial controls.
• Analyze departmental reports including guest satisfaction, labor productivity, service metrics, and financial performance.
• Assist with budgeting, payroll management, labor forecasting, and expense control.
• Support inventory management of room types and partner with Revenue Management to maximize occupancy and guest satisfaction.
• Oversee cash handling procedures, audit compliance, and operational accuracy.
• Act as Manager on Duty as assigned, responding to operational issues and emergency situations.
• Foster an inclusive, collaborative, and engaging work environment that reflects Hyatt's values.

Desired Leadership Competencies

• Leads by example with a visible presence on the floor.
• Builds trust through accountability and transparency.
• Demonstrates emotional intelligence and sound judgment.
• Champions colleague engagement and recognition.
• Creates memorable guest experiences through proactive service.
• Drives operational excellence through attention to detail and continuous improvement.

The pay range for this role is $73,600 - $77,000. Actual pay will be commensurate with experience.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift up to 25 pounds occasionally.
• Ability to work in a fast-paced environment with frequent interaction with guests and colleagues.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Qualifications

• Minimum 3-5 years of progressive Front Office leadership experience in a full-service hotel.
• Previous experience as Front Office Manager, Assistant Front Office Manager, or equivalent leadership role.
• Strong knowledge of Front Office operations and guest service excellence.
• Excellent leadership, coaching, and team development skills.
• Outstanding communication and interpersonal abilities.
• Ability to make sound decisions in a fast-paced environment.
• Flexible schedule including evenings, weekends, holidays, and overnight coverage as needed.
• Proficiency with Microsoft Office applications.
• Experience with Hyatt systems including OPERA PMS, HotSOS, ALICE, and Hyatt internal applications.
• Experience working in an urban, high-volume hotel.
• Bachelor's degree in Hospitality Management or related field.
• Bi-lingual abilities are a plus.