Description

Summary

At Hyatt Centric, we are explorers at heart-connecting guests to the most authentic experiences in the heart of the destination. The Assistant Director of Rooms plays a pivotal role in bringing this vision to life by leading the Front Office and Housekeeping teams to deliver intuitive, seamless, and engaging guest experiences.

This is a highly visible, hands-on leadership role within a fast-growing, 332-room urban hotel. The ideal candidate thrives in an environment where agility, collaboration, and service excellence are essential. This individual will not only lead but actively participate in day-to-day operations, ensuring that every guest interaction reflects the vibrant, local energy of the Hyatt Centric brand.

In the absence of the Director of Operations, the Assistant Director of Rooms serves as the acting leader on property.

Key Responsibilities

Lead the Rooms Experience

• Oversee daily operations of Front Office and Housekeeping, ensuring efficient room flow, cleanliness, and readiness aligned with Hyatt Centric standards.
• Maintain a strong presence in the lobby and guest areas, creating a welcoming and dynamic environment reflective of the Rittenhouse Square neighborhood.
• Drive performance in guest satisfaction, cleanliness scores, and operational efficiency.

Hands-On, Floor-Based Leadership

• Jump in to support Front Desk operations during peak periods, including check-in/check-out, guest engagement, and issue resolution. Each interaction to be completed; resolved with professionalism, ensuring memorable service recovery.
• Partner directly with Housekeeping teams through room inspections, quality control, and operational support during high occupancy.
• Lead by example-demonstrating urgency, adaptability, and a guest-first mindset.
• Champion a culture where colleagues anticipate needs and connect guests to the best of the destination.
• Understand the CBA regulations as well as Philadelphia's Fair Work Week regulations between the housekeeping & front desk departments.

Third-Party Partnership Management

• Collaborate with outsourced partners including Food & Beverage, Parking, and Security to ensure a seamless, integrated guest experience.
• Act as the operational bridge between hotel teams and third-party vendors, ensuring alignment with Hyatt Centric service expectations.
• Address and resolve service gaps proactively.

Safety & Security Champion

• Uphold and reinforce all safety and security protocols across the property.
• Work closely with security partners to ensure preparedness for emergencies, incidents, and compliance requirements.
• Take a leadership role in incident response and documentation.

Develop and Inspire Teams

• Coach and mentor Front Office and Housekeeping leaders to build a high-performing, engaged team.
• Support recruitment, scheduling, labor management, and colleague development initiatives.
• Foster an inclusive, energetic culture aligned with Hyatt values.

Acting Leader on Property

• Serve as Manager on Duty and primary decision-maker in the absence of the Director of Operations.
• Coordinate across departments to ensure seamless hotel operations.
• Maintain composure and leadership during high-pressure situations.

Why Join Hyatt Centric Rittenhouse Square Philadelphia?

• Be part of a growing, high-energy hotel in one of Philadelphia's most vibrant neighborhoods
• Opportunity to make a direct impact on guest experience and hotel performance
• Career growth within the Hyatt brand and lifestyle segment
• Work alongside a collaborative team that values innovation, service, and community

Qualifications

Qualifications

• Bachelor's degree in Hospitality Management or related field preferred.
• 3-5+ years of progressive Rooms Division leadership experience in a lifestyle or full-service hotel environment; preferably with Hyatt.
• Experience managing both Front Office and Housekeeping operations preferred.
• Strong understanding of PMS systems (Hyatt systems experience a plus).
• Proven ability to lead in a fast-paced, urban hotel environment.
• Experience working with third-party vendors strongly preferred.
• Solid knowledge of safety and security procedures.
• Previous Union Hotel experience ideal with understanding of CBA

Key Competencies

• Dynamic, hands-on leadership style
• Flexibility in schedule; understanding the business levels may
• Guest-centric with strong emotional intelligence
• Operational agility and problem-solving
• Ability to thrive in a fast-paced, evolving environment
• Strong communication and cross-functional collaboration
• Passion for local experiences and lifestyle hospitality