Description

Summary

Thompson Dallas, part of Hyatt, is located within The National, a 52-story architectural landmark in the heart of downtown Dallas. Designed to encompass an entire city block, Thompson Dallas features 219 guestrooms including 52 suites, award-winning food and beverage venues, over 20,000 square feet of event space, a resort-style pool, luxury spa, fitness center, and curated lifestyle experiences. Thompson Dallas brings together guests and community through an inspired tribute to culture, design, and local connection.

The Assistant Front Office Manager is responsible for supporting the daily operations of the Front Office while delivering exceptional guest experiences and fostering a culture of hospitality, accountability, and teamwork. This leader works closely with Front Desk and Guest Services teams to ensure seamless arrivals, departures, and guest interactions while maintaining operational excellence and Hyatt standards.

The ideal candidate is a hands-on leader who thrives in a fast-paced environment, enjoys engaging with guests and colleagues, and is passionate about creating memorable experiences. This position serves as a key operational leader and role model, supporting training, coaching, scheduling, service recovery, and overall department performance.

Essential Functions

• 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.

Benefits

• Complimentary parking
• Complimentary colleague meals during shifts
• Medical, Dental, and Vision insurance
• Paid Time Off and Paid Holidays
• 401(k) with company match
• Complimentary and discounted Hyatt hotel stays worldwide
• Tuition reimbursement
• Paid parental leave
• Wellness programs
• Career growth opportunities with Hyatt

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.

Schedule Requirements

This position primarily supports afternoon and evening (PM) operations and is expected to work weekends and holidays on a regular basis. Flexibility to work alternate shifts, including mornings or occasional overnight support, may be required based on business levels and operational needs.

Physical Requirements

• Ability to stand and walk for extended periods throughout the shift.
• Ability to move throughout all areas of the hotel, including guest rooms, public spaces, event venues, and back-of-house areas.
• Ability to lift, carry, push, or pull up to 25 pounds occasionally and up to 10 pounds frequently.
• Ability to bend, stoop, kneel, reach, and climb stairs as necessary to perform job duties.
• Ability to work in a fast-paced environment while maintaining professionalism and attention to detail.
• Ability to communicate effectively in person, by phone, and through written correspondence.
• Ability to respond appropriately to emergency situations and operational needs.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.