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 vital that 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, and uphold Your Hotel Brand
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
The MOD 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 or incidents; 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 the general
manager.
Dress Code
The MOD is expected to dress in appropriate business attire.
Manager on Duty Situation Management
Guest Accident
1. Report to the scene of the accident; take an incident report form.
2. Analyze the situation: there are two types of situations -- those requiring
medical attention and those that do not. Always ask the individual if he/she
would like medical attention; record reply.
3. If it is a life or death situation, contact PBX immediately and tell them to call
an ambulance.
4. If the person is not in a life or death situation, but wants medical attention,
assist him/her in obtaining the necessary attention.
5. If the individual requires transportation but there is no need for an
ambulance, assist the guest in calling a taxi.
6. Fill out the incident report completely and accurately. Always remember that
in any description it should read "guest stated." Never write it any other way,
unless you personally witnessed the accident.
7. Do not discuss liability with the guest. If he/she asks, simply explain that all
information will be forwarded to the hotel’s insurance company. If the guest
indicates he/she wants to file a claim, instruct him/her to send it to hotel
management who will forward it to the insurance company (this includes
hospital bills).
8. A follow-up call to check on the guest must be done and is always
appreciated.
Property Damage (in Parking Lot)
1. Report to the scene; take an incident report form.
2. Fill out report, again using the "guest stated" verbiage.
3. Offer to call the police. Upon the officer's arrival, record the officer's name
and case number.
4. If the parking lots are self-park operations, the hotel (like any public facility)
assumes no liability. If he/she so chooses, the guest can use the police case
number to file a claim under his homeowners or car insurance policy. Inform
the guest that we will have a record of the incident on file.
5. Do not volunteer information to the guest on the frequency of any such
situation.
6. If the guest asks if the hotel has security and it does, inform him/her of that
fact.
Guest Room Theft
1. Report to the scene; take an incident report form.
2. Fill out report using "guest stated" verbiage.
3. Offer to call the police. Upon the officer's arrival, record the officer's name
and case number.
4. The hotel cannot be held liable for items left in the room if they offer safety
deposit boxes to guests. (Most states require that hotels offer guests secure
storage for their valuables.)
5. If he/she so chooses, the guest can use the case number to file under his/her
homeowner's policy.
Noise or Disturbance
1. If the noise or disturbance is in a guest room, politely call the guest or visit
the room with a witness (preferably the security officer or general manager)
and inform the guest that other guests are complaining and request that they
hold down the noise.
2. If the above action is not successful, repeat it again in a few minutes.
3. If still not successful, politely inform the guest that after two requests without
results we are now asking them to leave the hotel; have them settle their
charges before departing.
4. If serious and all attempts to persuade guests to quiet down or leave have
been ignored, as a last resort, call the police and report a disturbance. Upon
the arrival of the police, meet the officer in the lobby, explain the situation,
and ask him/her to assist you in persuading the loud guests to leave the
premises. Usually the presence of a police officer will result in guests quieting
down and/or leaving.
5. Let the police officer decide if an arrest is necessary. Only the general
manager or, if unable to locate him, an executive committee member may
give an arrest order. This is done only as a last resort.
6. If there is ever a violation of a law, or potential danger to an individual or the
hotel, always call the police.
Towing Cars
1. Follow the established, specific towing policy of the hotel.
2. An exception is a car parked in a handicapped parking space without a
handicap sticker or plate. If this occurs, the only circumstances under which
the police may be called and the car towed is if an eligible guest complains
that he is unable to use the space.
Police Requests
1. It should be hotel management's policy to fully cooperate with all law
enforcement officers.
2. A private investigator is not considered a law enforcement officer.
3. A police officer will always identify himself. Do not hesitate to ask to see
his/her identification.
4. Verify that his law enforcement affiliation (e.g., police, sheriff, US Treasury) is
clearly stated as well as his name. Record both the affiliation and name.
5. Upon presentation of a search warrant, hotel management may give out the
name and address of a room occupant, or verify whether he/she is a guest.
6. No records (copies or permanent) may be given out unless a subpoena has
been issued. Such information, after being subpoenaed, is only available
during regular office hours (9:00 a.m. - 5:00 p.m., Monday - Friday).
7. Unless invited by the room occupant, police may not enter a room unless they
have shown the MOD a search warrant.
E-Key (Emergency Key) or Lock Out
It is the responsibility of the front desk staff to obtain credit from the guest at checkin. If, for whatever reason, the guest’s credit has expired (e.g., deposit used, credit
card expired or over the limit), the MOD is to assist the front desk staff in obtaining
payment, as follows:
1. Notify the guest by telephone or message light and ask him/her to reestablish credit.
2. If this is not done in a reasonable amount of time or if the guest cannot be
reached in a reasonable amount of time, it may be necessary to E-Key or lock
out the guest to insure that the hotel will not lose any money.
3. Only the MOD or security officer may sign out an E-Key. After it is signed out,
place the E-Key in a signed, sealed envelope, and put it back in the fire box
until the glass is replaced.
4. The E-Key opens a room even though the dead bolt is on. Conversely, it may
be used to set the dead bolt so that the guest key will not work.
5. When the guest comes to the desk, politely tell him that he needs to reestablish credit prior to hotel management unlocking the room.
6. Upon re-establishing credit, the MOD will unlock the guest room.
7. The E-Key is also used to gain entry to a room in the case of an emergency or
lock malfunction.
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 course of 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 before confronting 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 or enter 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
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 mind.
Automobile Damage
In the event of automobile damage in the hotel's parking lot, follow steps 1 through
4 above. However, in all cases involving automobile damage, including claims
against another person, call the police.
Guest Turnaway Procedure
Proper turnaway procedures should be observed with persons who request a room
but cannot be accommodated, whether they have an advance room reservation or
they walk in without a reservation.
Definitions
1. "No reservation" turnaway: a guest who is a walk-in and did not make an
advance reservation
2. "Claim reservation" turnaway: a guest who states that he/she made an
advance reservation but the hotel has no record of it
3. "Late" turnaway: a guest who made an advance reservation with a 6:00 p.m.
(4:00 p.m. at some hotels) arrival time and arrived after this hold time
4. "Guaranteed reservation" turnaway:
a. A guest who made an advance reservation with a 6:00 p.m. (4:00
p.m. at some hotels) arrival time, arrived on or before such time, and
the hotel could not accommodate him/her
b. A guest who guaranteed the reservation (i.e., reservation was
guaranteed even if he/she did not show)
c. A guest who sent in a deposit that was accepted by the hotel and
applied to his/her reservation
Procedures
1. A "no reservation" turnaway should be given the following assistance:
a. Assist guest in finding nearby accommodations with comparable rates
and facilities
b. Arrange for the guest's transportation, at guest's cost
c. Leave the guest's name and where he/she can be located with the
Your Hotel PBX operator
2. A "claim reservation" turnaway should be given the same assistance as a "no
reservation" turnaway (# 1 above), in addition to the following:
a. Ask the guest the following questions:
(1) When was reservation made?
(2) How was reservation made?
(3) Who confirmed the reservation?
b. Complete the reservation turnaway form and give it to the front office
manager.
c. If, after investigation, a record of the guest's reservation is found, the
hotel should reimburse the guest for one night's room and tax, one
telephone call, and transportation to the alternate property.
3. A "late" turnaway should receive the following assistance:
a. Time stamp hotel copy of reservation
b. Assist guest in finding nearby accommodations with comparable rates
and facilities
c. Arrange for guest's transportation, at guest's cost
d. Leave the guest's name and where he/she can be located with Your
Hotel PBX operator
4. A "guaranteed reservation" turnaway must be handled as follows:
a. Locate alternate accommodations at a hotel with similar rates and
facilities, and arrange payment for the first night's room and tax.
b. Arrange and pay for guest's transportation to the alternate hotel
c. Pay for one telephone call.
d. Complete the reservation turnaway form and give it to the front office
manager.
e. Leave the guest's name and where he/she can be located with your
Hotel PBX operator.
f. A suitable token of hospitality (such as a fruit basket, plate of cheese
and crackers or candy) should be placed in the room along with a
written apology from the general manager.
5. Copies of the "Reservation Turnaway" forms should be given to the general
manager and front office manager no later than the day following any
turnaways.
Note: If you have not established your own "Reservation Turnaway" form,
also known as a "Walk" form, it should contain the following information for
the date involved:
o
o
o
o
Date
Number of guests walked
Occupancy %
Average room rate
Hotel management will utilize this form for yield management purposes, and
to determine if it is necessary to build additional guest rooms.
6. An apology letter, signed by the general manager, should be sent to all
turnaway guests.
(EXAMPLE)
MOD DAILY REPORT
Name: ______________________________________ Date: _____________________
Shift: ________________ Weather conditions: ________________________________
1.
2.
3.
4.
5.
6.
Check in with both front desks; pick up MOD radio
Count MOD bank, sign and date tape; verify amount is correct
Review front desk Comment Log
Review Previous nights business
Review the daily events schedule for functions
Review front desk; number of reservations to arrive
_____________
_____________
_____________
_____________
____________
_____________
Attach copy of front desk hotel call around report
List any pertinent information on area hotels:
______________________________
______________________________
______________________________
___________________________
___________________________
___________________________
List any VIPs in house:
Name
Company
Room/Suite #
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
MOD Daily Report, Page 2, Date:_____________________
6.
Property inspection:
a.
Walk guest room floors -- check for any safety hazards, lights out, open
doors, etc.; Make copy of any maintenance request forms submitted
(issues)___________________________________________________________
b.
Inspect public restrooms -- note comments, notify housekeeping
or maintenance if attention is required
(issues)___________________________________________________________
c.
Walk property, including the corridors of each floor; check the
following areas:









Exit doors are locked
Elevators are operating properly and clean
Stairwells are free of debris
Parking lot and dumpster
Exit lights are on (notify maintenance immediately)
Banquet doors are locked (if not in use)
Banquet lights are off
Guest laundry is clean and machines are operating properly
Vending and ice machine areas are clean and operating
properly

Convenience Store Items are available
(issues)___________________________________________________________
d.
Inspect five vacant rooms (see forms attached)
e.
Pool area -- clean, free of debris, all signs and safety equipment are
visible and in proper working condition, telephone is functional
Towels are stocked for guest use
(issues)___________________________________________________________
f.
Fitness Facility – Clean, free of debris, all equipment is in working
condition, telephone is functional. Towels are stocked for guest use.
(issues)___________________________________________________________
If maintenance request was not completed, list how problems were resolved:
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
MOD Daily Report, Page 3, Date:________________________
7.
Security -- arrived on time, dressed, and checked in
___________
8.
All employees -- proper uniform, nametags, and at work station
___________
9.
Food and beverage check (if applicable):
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________



Employee cafeteria
Restaurant
Lounge
Additional information or comments (include incident report; or guest, employee, etc.
information that hotel management needs to be aware of):
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
__________________________________________________
Submit completed report to the General Manager
EMERGENCY CONTACT NUMBERS
Hotel Information
Name
Address
Phone Number
Street Address
City, State, Zip
General Manager
Name
Home Phone
Cell Phone
Area Director
Name
Home Phone
Cell Phone
HP HOTELS Emergency Numbers
RDO Name Here
Jeff Schneider
Jason LaBarge
Kerry Ranson
Phone 205-879-7004 or Fax 205-879-2680
Cell – 205-356-8207
Cell – 803-371-0807
Cell – 205-965-5504
Local Emergency Numbers
ALL EMERGENCY
FIRE DEPARTMENT
POLICE DEPARTMENT
LOCAL HOSPITAL
LOCAL CLINIC
SUICIDE PREVENTION
ELECTRIC COMPANY
GAS COMPANY
WATER COMPANY
POISON CONTROL
ELEVATOR COMPANY
TELEPHONE - LOCAL
TELEPHONE / SWITCHBOARD
EMERGENCY CLEANING SERVICE
CABLE COMPANY
911
HP Hotels - Emergency Contact List
Name
Direct Phone
Line
Tel Ext
Cell Phone #
205-
Home phone #
Kerry Ranson
President
205-8797004
24
205-9655504
504-3010689
Jeff Schneider
VP Operations
205-8797004
10
205-3568207
jschneider@hp-hotels.com
Joe Powers
VP Accounting
205-8797004
12
205-2968564
jpowers@hp-hotels.com
Jason LaBarge
803-3710807
RDO Name
Here
GM Name
Here
Dept. Manager
Here
Dept. Manager
Here
Internet Info / Misc Info
kranson@hp-hotels.com
jlabarge@hp-hotels.com