Assistant Director of Front Office

Job Title: Assistant Director of Front Office
Annual Salary : $71000/ Year
Location: AC Hotel Los Angeles South Bay, CA
Department: Front Office
Position : Salary, Full Time
Reports To:Director of Front Office /Front Office Manager

About the Job
The Assistant Director of Front Office supports the Director of Front Office and Director of Operations in leading all Front Office operations, ensuring exceptional guest experiences while maintaining Hyatt Brand Standards, Company policies, and all applicable federal, state, and local regulations. This position provides hands-on leadership, develops associates, supports daily operations, and helps achieve guest satisfaction, operational, and financial goals.

POSITION SUMMARY
The hotel operates 24 hours a day, seven days a week. Operational demands require flexibility in scheduled workdays, shift start and end times, and weekly hours, including evenings, weekends, and holidays.
This position directly supervises assigned associates and provides leadership and operational support to the broader Front Office team. The Assistant Director communicates Company goals, leads with integrity and respect, and encourages associates to work together to achieve and exceed expectations. This individual works closely with leaders throughout the hotel to provide prompt, friendly, and consistent service.

ESSENTIAL FUNCTIONS
Guest Satisfaction

• Oversee Front Office services in accordance with Hyatt Brand Standards, Company policies, procedures, and applicable regulations.
• Prepare and manage staff schedules to ensure adequate coverage while maintaining department budget goals.
• Train and motivate associates to deliver welcoming, attentive, and efficient guest service.
• Ensure compliance with service expectations, including professional appearance, name tags, guest greetings, and timely follow-through.
• Respond promptly to guest needs and resolve concerns through effective service recovery.
• Regularly review guest satisfaction scores, feedback, and service trends; develop and implement improvement plans.
• Maintain knowledge of hotel amenities, services, local attractions, and transportation options.
• Support World of Hyatt recognition, enrollment, and the accurate delivery of applicable member benefits.

Human Resources

• Participate in recruiting, hiring, onboarding, training, coaching, and developing Front Office associates.
• Address performance concerns, resolve conflicts, and administer corrective action in coordination with Human Resources and hotel leadership.
• Clearly communicate performance standards and each associate’s role in individual and team success.
• Ensure associates complete required brand, Company, safety, and position-specific training.
• Prepare and conduct performance reviews and provide timely, constructive feedback.
• Promote a respectful, inclusive workplace free from harassment and discrimination.
• Ensure associates follow Company policies, internal controls, and operational procedures.
• Support associate engagement, recognition, and retention.

Sales and Profitability

• Assist with department budgets, forecasts, inventory controls, asset protection, and operational planning.
• Monitor department expenses and recommend corrective actions when needed.
• Partner with Sales and other departments to identify opportunities to promote hotel services and support revenue goals.
• Encourage appropriate upselling while maintaining a positive guest experience.
• Oversee registration, room assignments, key control, deposits, payment processing, and accurate guest billing.
• Ensure proper administration of World of Hyatt benefits and hotel promotions.
• Review internal controls and report, investigate, and address discrepancies with the appropriate leaders.
• Review supply needs, vendor products, and invoices to support quality and cost control.
• Recommend improvements to operational procedures and financial controls.

Life Safety and Risk Management

• Support the General Manager and hotel leadership in maintaining hotel safety and emergency preparedness.
• Promote accident prevention and safe work practices.
• Ensure associates understand and follow safety, security, sanitation, and emergency procedures.
• Respond appropriately to incidents and ensure timely documentation and communication.
• Notify senior management of potential risks and recommend appropriate corrective measures.
• Maintain guest privacy and follow established procedures for room access, key issuance, and confidential information.

Asset Management

• Walk hotel operations regularly to identify service, cleanliness, maintenance, and safety concerns.
• Speak with associates to understand operational needs and follow up on concerns.
• Ensure associates are trained in cash handling, credit card processing, and the proper use of hotel equipment.
• Maintain controls that protect hotel funds, supplies, equipment, and other assets.
• Monitor department inventories and request supplies as needed.
• Report maintenance concerns promptly to Engineering through established channels.
• Coordinate with Housekeeping and Engineering to support room readiness and timely resolution of guest concerns.
• Work with hotel leadership and the Corporate Office to support accurate asset tracking.

Leadership

• Provide visible, hands-on leadership during daily operations.
• Serve as Manager on Duty as assigned and assist with Front Office coverage when needed.
• Coach associates with a positive, professional, and supportive approach.
• Maintain working knowledge of Hyatt Brand Standards, Company programs, and competitive hotel offerings.
• Support operational consistency, service quality, and financial performance.
• Build productive relationships across departments and with approved vendors.
• Demonstrate dependable attendance and professional conduct, appearance, and grooming.

Communication

• Maintain professional, courteous, and effective communication with guests, associates, and leadership.
• Protect confidential guest, associate, hotel, Company, and brand information.
• Ensure timely communication between Front Office, Housekeeping, Engineering, Sales, Food and Beverage, and other departments.
• Conduct regular team meetings and communicate operational updates, service priorities, and policy changes.
• Maintain accurate shift handoffs and follow-up records.
• Communicate department activities and plans to leadership and obtain guidance or approval as appropriate.

Administration

• Prepare and review operational, financial, and guest service reports.
• Analyze reports to identify trends and recommend improvements.
• Complete required reporting accurately and on time.
• Assist with annual budgets, forecasts, special projects, and operational initiatives.
• Participate in meetings, committees, and task forces as assigned.
• Perform other duties as assigned.

QUALIFICATIONS
The Company may consider an equivalent combination of education and experience that provides the knowledge, skills, and abilities required for this position.

Education and Experience

• High school diploma or equivalent required.
• Associate’s or bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.
• Minimum of three years of progressive Front Office leadership experience in a hotel.
• Previous Hyatt-branded hotel experience strongly preferred; Hyatt Place experience is a plus.
• Supervisory or management experience leading Front Office operations required.

Knowledge, Skills, and Abilities

• Strong knowledge of Front Office operations, guest service, and hospitality best practices.
• Working knowledge of Hyatt Brand Standards and World of Hyatt preferred.
• Experience with hotel property management systems and related technology platforms.
• Strong leadership, coaching, and team development skills.
• Excellent communication, guest recovery, conflict resolution, and problem-solving abilities.
• Ability to analyze operational reports and make sound business decisions.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office Suite.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.

WORKING CONDITIONS AND PHYSICAL EFFORT
Work is normally performed in an interior hotel environment. Duties include communicating with guests and associates, completing documentation, processing requests, and operating office equipment, including telephones, computers, calculators, and copiers.
The position involves extended periods of standing and walking, as well as bending, reaching, pulling, pushing, kneeling, and lifting up to 40 pounds. Close vision, with or without corrective lenses, is required. Essential job functions must be performed with or without reasonable accommodation.
This position is required to operate a motor vehicle.

DISCLAIMER
This description outlines the general responsibilities of the position and is not an exhaustive list of duties. Associates may be assigned additional responsibilities based on operational needs.

BENEFITS

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Free parking
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Work Location: In person


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