Manager On Duty Mod

Manager on Duty (General Information)
A manager on duty (MOD) is intended primarily to ensure the guests and the employees of your hotel that responsible management is present and available in the hotel.
When situations arise involving the service to or the comfort of our guests, management is not always available in all areas to assess the problem and find a solution. Therefore, it is vitalthat a responsible member of the management team be designated as the MOD in order to respond quickly to guest problems and needs, and also to coordinate the total operation of the property.
The MOD represents the general manager, and therefore has the authority to react to guest and employee problems while on duty. The MOD must be tactful and diplomatic in the handling of guests and employees, anduphold Choice Hotels International's policies and procedures.
While the MOD is on duty, he/she has the responsibility and authority for the entire hotel operation. Problems arising within each department should be first handled by the department head (if available). If assistance is needed, and departmental supervisory personnel are not available, refer the matter to the MOD.
Scheduling
TheMOD schedule will be posted above the time clock and in each department. The schedule will cover all shifts and the MOD will be expected to remain on the property for the entire shift. If the MOD must leave the property, it will be the responsibility of the MOD to find a competent replacement.
MOD Logbook
A daily log will be kept by the MOD noting any guest complaints, compliments, accidents orincidents; and it should be reviewed by the MOD on a daily basis. The logbook should contain notations regarding any situation that adversely affects any of the guest service areas of the hotel operation. Also, note observations made on walking tours of the property, i.e., cleanliness, damage, safety hazards, condition of equipment, etc. The logbook should be reviewed and initialed daily by thegeneral manager.
Dress Code
The MOD is expected to dress in appropriate business attire.





Drunk and Disorderly Conduct
There are three major concerns regarding drunk and/or disorderly persons:
1. Well-being of hotel guests in the immediate vicinity
2. Reputation of the hotel
3. Protection of hotel facilities
The general manager, or manager on duty, must determine what courseof action is to be taken in each case as it develops. It must be understood that the hotel is private property and the police can be called to evict any undesirable person, upon the request of hotel management, if there is justifiable cause.
Steps to Follow
1. When called to an area regarding a drunk/disorderly person, obtain all details from the person in charge of that area beforeconfronting the guest.
2. Remember, you represent the hotel, therefore, always use courtesy and tact.
3. Never approach the guest without another hotel employee in attendance.
4. Make a determination as to the course of action, using all the facts available and common sense. Once the course of action is determined, follow it to its conclusion.
What Not to Do
1. Do not approach the guest orenter the guest room alone ... always have at least one witness present
2. Do not touch the guest
3. Do not argue, verbally insult or threaten a guest
[pic] Guest Property Loss and Damage
Theft or Property Damage
If a hotel guest reports a theft or property damage:
1. Obtain the following information:
a. Name
b. Address
c. Telephone number
d.List and description of the articles
2. Always call the police department.
3. Complete and give an incident report to the general manager.
4. Be apologetic to the guest, but admit nothing. Record only the facts and do not refer to any previous incidents.
5. If the guest reports an alleged theft from his/her guest room, offer to move the guest to another room for his/her peace of...