Duty Manager

Overview

Wyndham Hotels & Resorts EMEA

The Duty Manager, reporting directly to the Front Office Manager, is responsible for overseeing daily hotel operations during their shifts, ensuring all departments run smoothly and guests receive excellent service. The role acts as the point of contact for guest concerns, staff queries, and operational issues, ensuring the highest standards of hospitality and guest satisfaction. The Duty Manager is also responsible for resolving emergencies and ensuring the hotel operates efficiently in the absence of senior management.

• Supervise the daily operations of all Front Office department during the shift.
• Ensure smooth and efficient coordination between departments to deliver exceptional guest experiences.
• Perform regular inspections of public areas, guest rooms, and back‑of‑house areas to ensure cleanliness, safety, and service standards are maintained.
• Handle guest complaints, concerns, and special requests, resolving issues promptly and professionally.
• Greet VIP and returning guests, ensuring personalized service and attention to detail.
• Monitor guest feedback and work with the management team to address areas of improvement.
• Provide leadership and support to departments during shifts, ensuring high levels of motivation, training, and service delivery.
• Assist with training new employees and reinforcing hotel policies and procedures.
• Conduct shift briefings to communicate important information to team members, such as guest preferences, operational updates, or special events.
• Respond to emergencies (fire alarms, medical emergencies, etc.) and coordinate with security and emergency services as needed.
• Ensure compliance with hotel safety, health, and security protocols, including guest and staff safety during emergency situations.
• Act as the point of contact for any urgent maintenance or operational issues that arise during shifts.
• Monitor room availability and assist in yield management by ensuring room rates are optimized based on occupancy levels.
• Ensure accuracy in guest billing, cash handling, and financial transactions during shifts.
• Review shift reports, reconcile revenue, and prepare daily financial summaries for management.
• Prepare detailed handover reports for the next shift and senior management, summarizing guest interactions, maintenance issues, and operational concerns.
• Ensure compliance with hotel policies, including room availability updates, occupancy tracking, and inventory management.
• Work closely with department heads and the management team to implement operational strategies and improve service standards.
• Participate in department meetings and contribute to decision‑making on hotel improvements and staff development.

• Strong leadership and decision‑making abilities.
• Excellent communication and interpersonal skills.
• Ability to multitask and handle stressful situations calmly and professionally.
• Problem‑solving and conflict‑resolution skills.
• Excellent guest service delivery.
• Reliability.
• Integrity.
• "Can do" attitude.

• Minimum of 3 years of experience in hotel operations, preferably in a supervisory role.
• Experience in front office, guest services, or a similar customer‑facing role in a hotel.
• Proficiency in Opera Cloud and Microsoft Office.
• Certificate, diploma, or vocational training in hospitality or related studies is considered an asset.
• Passion for hospitality and people orientation.
• Team‑leading model and strong leadership qualities.