Job Overview
Employment Type
Full-time
Work Schedule
Flexible
Day Shifts
Weekend Shifts
Night Shifts
Benefits
complimentary parking
Complimentary colleague meals
Medical insurance
Dental Insurance
Vision Insurance
Paid Time Off
Paid holidays
401(k) with Company Match
discounted hotel stays
Tuition Reimbursement
Paid parental leave
wellness programs
Career growth opportunities
Job Description
Thompson Dallas, part of Hyatt Hotels Corporation, is situated within The National, a prominent 52-story architectural landmark in downtown Dallas. This prestigious luxury hotel occupies an entire city block and boasts 219 unique guestrooms including 52 exquisite suites. Guests at Thompson Dallas enjoy a blend of elegant design, refined comfort, and a strong connection to local culture through award-winning food and beverage venues, extensive event spaces exceeding 20,000 square feet, a serene resort-style pool, a luxury spa, a fully equipped fitness center, and carefully curated lifestyle experiences that reflect the vibrancy of Dallas. As an esteemed member of the Hyatt family, Thompson Dallas is dedicated to delivering exceptional guest service and fostering genuine community connections. The hotel’s dedication to quality and personalized service make it a premier destination for both leisure and business travelers seeking memorable stays in the heart of the city.
The Assistant Front Office Manager at Thompson Dallas is a critical leadership role focused on supporting the seamless operation of the Front Office department while enhancing the overall guest experience. This position demands a proactive and hands-on leader who thrives in a dynamic and fast-paced environment. The Assistant Front Office Manager collaborates closely with the Front Desk and Guest Services teams to ensure smooth guest arrivals and departures, maintain Hyatt’s standards of hospitality, and deliver unparalleled service excellence. Responsible for daily operational efficiency, coaching, training, scheduling, and service recovery, this role is pivotal in cultivating a culture of teamwork, accountability, and professionalism.
Beyond operational duties, the Assistant Front Office Manager plays an integral part in driving departmental initiatives, including upselling programs, enrollment in Hyatt’s loyalty programs such as World of Hyatt, and ongoing guest engagement efforts that heighten satisfaction and loyalty. This role also involves managing VIP and group arrivals, addressing high-profile guest requests, and ensuring all Front Office associates adhere to rigorous standards related to cash handling, billing accuracy, and guest privacy. The position requires individuals who possess strong communication and organizational skills, the ability to lead by example, and a passion for creating exceptional and memorable guest interactions. Flexibility to work varied shifts, including weekends and holidays, is essential, as is the capability to respond effectively during peak periods or challenging scenarios. Overall, the Assistant Front Office Manager serves as a vital ambassador of Thompson Dallas’s brand values and Hyatt’s commitment to superior hospitality, contributing significantly to the hotel’s operational success and stellar reputation.
The Assistant Front Office Manager at Thompson Dallas is a critical leadership role focused on supporting the seamless operation of the Front Office department while enhancing the overall guest experience. This position demands a proactive and hands-on leader who thrives in a dynamic and fast-paced environment. The Assistant Front Office Manager collaborates closely with the Front Desk and Guest Services teams to ensure smooth guest arrivals and departures, maintain Hyatt’s standards of hospitality, and deliver unparalleled service excellence. Responsible for daily operational efficiency, coaching, training, scheduling, and service recovery, this role is pivotal in cultivating a culture of teamwork, accountability, and professionalism.
Beyond operational duties, the Assistant Front Office Manager plays an integral part in driving departmental initiatives, including upselling programs, enrollment in Hyatt’s loyalty programs such as World of Hyatt, and ongoing guest engagement efforts that heighten satisfaction and loyalty. This role also involves managing VIP and group arrivals, addressing high-profile guest requests, and ensuring all Front Office associates adhere to rigorous standards related to cash handling, billing accuracy, and guest privacy. The position requires individuals who possess strong communication and organizational skills, the ability to lead by example, and a passion for creating exceptional and memorable guest interactions. Flexibility to work varied shifts, including weekends and holidays, is essential, as is the capability to respond effectively during peak periods or challenging scenarios. Overall, the Assistant Front Office Manager serves as a vital ambassador of Thompson Dallas’s brand values and Hyatt’s commitment to superior hospitality, contributing significantly to the hotel’s operational success and stellar reputation.
Job Requirements
- Minimum of 1-2 years of supervisory experience within Front Office, Guest Services, or Rooms Operations
- Previous experience in upscale, lifestyle, boutique, or full-service hotel environment
- Strong leadership and communication skills
- Ability to coach, motivate, and develop team members
- Experience with OPERA PMS
- Proficiency in Microsoft Office
- Fluent in English both verbal and written
- Organizational skills to prioritize multiple responsibilities
- Knowledge of Dallas market and local attractions
- Flexible schedule with availability for shifts including weekends and holidays
Job Qualifications
- Minimum of 1-2 years of supervisory experience within Front Office, Guest Services, or Rooms Operations preferred
- Previous experience in an upscale, lifestyle, boutique, or full-service hotel environment preferred
- Strong leadership, communication, and problem-solving skills
- Ability to coach, motivate, and develop team members while maintaining high service standards
- Experience with OPERA PMS preferred
- Proficiency with Microsoft Office applications
- Ability to understand, speak, read, and write English fluently
- Ability to communicate clearly and professionally in both verbal and written formats
- Demonstrated organizational skills with the ability to prioritize multiple responsibilities in a fast-paced environment
- Knowledge of the Dallas market and local attractions is a plus
- Must possess a flexible schedule and be available to work operational shifts as needed
Job Duties
- Assist with the daily management and operation of the Front Office department
- Lead by example and demonstrate a commitment to exceptional guest service standards at all times
- Conduct daily shift briefings and communicate important operational information to Front Desk, Guest Services, and other hotel departments
- Collaborate with Reservations, Housekeeping, Engineering, Security, and Food & Beverage teams to ensure a seamless guest experience from arrival through departure
- Maintain expert knowledge of hotel services, amenities, room types, rates, promotions, local attractions, and daily operational activity
- Support departmental initiatives including upselling programs, World of Hyatt enrollment, guest engagement efforts, and service enhancement programs
- Ensure Front Desk and Guest Services associates complete all required shift responsibilities and operational checklists
- Monitor guest feedback and proactively address guest concerns, ensuring timely resolution and follow-up
- Assist with VIP arrivals, special requests, group arrivals, and high-profile guest experiences
- Maintain compliance with hotel policies and procedures including cash handling, billing accuracy, key control, safe deposit procedures, lost and found, and guest privacy standards
- Demonstrate sound judgment and professionalism during high-volume periods and challenging guest situations
- Ensure proper staffing levels are maintained to meet operational needs and guest expectations
- Assist in recruiting, interviewing, onboarding, training, coaching, and developing Front Office team members
- Conduct performance conversations and provide ongoing feedback to support team member growth and accountability
- Foster positive relationships across departments through communication, collaboration, and visible leadership
- Maintain confidentiality of guest and colleague information
- Assist with departmental financial responsibilities including labor management, payroll review, forecasting support, expense control, and operational reporting
- Support hotel leadership with special projects and initiatives as assigned
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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