Assistant Director of Front Office

Description:

About Dream Downtown

Dream Downtown pays homage to its storied past as the former National Maritime Union headquarters while embodying the vibrant energy of modern New York City. From the moment guests enter the hotel, they are immersed in an atmosphere unlike any other. A glass-bottom pool suspended above the lobby, dynamic social spaces, buzzing nightlife, innovative dining concepts, and 314 loft-style guest rooms and suites create an experience that is both unexpected and unforgettable.

As much a place to play as it is to stay, Dream Downtown attracts travelers seeking the best of New York City. Our guests expect exceptional service, authentic experiences, and genuine connections. Our colleagues deliver all of that while having fun, embracing creativity, and bringing energy to every interaction.

If you are a hospitality leader who thrives in a fast-paced luxury lifestyle environment, enjoys developing talent, driving operational excellence, and creating unforgettable guest experiences, this is the opportunity for you.

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.

Why Join Dream Downtown?

At Dream Downtown, we believe exceptional guest experiences start with exceptional leaders. As Assistant Director of Front Office, you'll have the opportunity to help shape every stage of the guest journey, develop top hospitality talent, drive operational excellence, and create a culture where service excellence and fun coexist.

Working alongside the Director of Front Office, you will play an integral role in leading one of New York City's most dynamic lifestyle hotel front office teams. From overseeing arrivals and departures to enhancing guest satisfaction, revenue performance, colleague engagement, and operational execution, you'll help deliver the unique experiences that define Dream Downtown.

If you're ready to advance your hospitality leadership career in a fast-paced luxury lifestyle environment while creating unforgettable experiences for travelers from around the world, we'd love to meet you.

Salary Range

$75,300 - $84,000 annually

How We Care for Our People

Our purpose sets us apart: to care for people so they can be their best. Every business decision is made through the lens of our purpose, and it guides how we support one another as members of the Hyatt family. Our care for our colleagues is the foundation of our success.

We're proud to have earned a place on Fortune's prestigious 100 Best Companies to Work For® list. This recognition reflects our commitment to creating an environment rooted in inclusivity, empathy, respect, and belonging, where every colleague feels valued and empowered to grow.

As a leader within Dream Downtown, the Assistant Director of Front Office plays an important role in fostering this culture by developing talent, building meaningful relationships, promoting collaboration across departments, and helping create an environment where colleagues can thrive both personally and professionally.

Benefits Include

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k) retirement savings plan

• Parental leave

• Paid time off and holidays

• Employee Assistance Program (EAP)

• Career development opportunities

• Hyatt colleague travel and hotel discount programs

Equal Opportunity Employer

Dream Downtown and Hyatt are committed to creating a workplace where colleagues feel valued, respected, and empowered to succeed. We believe that diverse backgrounds, experiences, and perspectives strengthen our teams and enrich the experiences we create for our guests.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Qualifications:

Required

• Minimum three years of progressive Front Office leadership experience within a hotel environment.

• Previous experience as a Front Office Manager, Assistant Director of Front Office, Rooms Division Manager, or comparable leadership role.

• Strong understanding of luxury, lifestyle, or full-service hospitality operations.

• Proven ability to lead, motivate, coach, and develop diverse teams.

• Strong guest relations, service recovery, and problem-resolution skills.

• Excellent verbal and written communication skills.

• Experience managing labor productivity, scheduling, payroll accountability, and departmental financial performance.

• Ability to work a flexible schedule, including evenings, weekends, and holidays.

Preferred

• Experience within a luxury lifestyle hotel environment.

• Experience working in a unionized hotel environment.

• Ability to interpret and administer collective bargaining agreements.

• Experience partnering with Human Resources and Labor Relations teams.

• Knowledge of New York City hospitality, attractions, dining, entertainment, and tourism markets.

• Experience with Opera PMS Cloud or comparable hotel management systems.

• Bilingual language skills are a plus.

Primary Location: US-NY-New York City

Organization: Dream Downtown

Pay Basis: Yearly

Job Level: Full-time

Job: Front Office

Req ID: NEW015766

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.