R SOP 2 : THE ROLE OF MANAGER ON DUTY

THE ROLE OF MANAGER ON DUTY

The manager on Duty is representing the General Manager and Management Team and is expected to make decision
towards any incidents and take responsibility on any issues with regards to any departments during their duty hours.

Who will be appointed Manager on Duty

 General Manager
 Executive Assistance Manager
 Financial Manager
 Security Manager
 Human Resources Manager
 Housekeeping Manager
 Operation Manager
 Food & Beverage Manager
 Engineering Manager
Duty Day and Hours:

 Saturday and Sunday (over night stay) 8:00 am on Saturday to 8:00 pm on Sunday
 Public Holiday 10.00 am – 20.00 pm
Benefit & Privilege

 MOD on a Public Holiday is Entitle to -A Duty Meal for Lunch at the Restaurant
and Compensated day off for 1 day
 MOD on Saturday and Sunday (Over night stay) is Entitle to Duty Meals for
Lunch and Dinner on Saturday , Breakfast and Lunch on Sunday at The Restaurant or Room service
and can take Compensated days off for 2 days. MOD can bring his/her family to stay in and entitle to have
complimentary breakfast for the next day

Swapping Schedule

 Should there be a need for one manager to switch with another manager shifts, the procedure is as follows:
 The one who wants to swap his/her shift must already find the other manager who agrees to replace him or
her
 Both Managers have to give written notification in MOD change Form at least two days in advance to the
General Manager and EAM.
 After approval has been given by EAM AND General Manager, HR Manager will change the MOD
Schedule in the Publish Shared Drive and also inform Operation Manager and Security Manager
 MOD schedule will be set on bi-monthly basis in advance set by HR.
 MOD schedule will be dispatched in Public Shared Drive or send by e-mail to HOD, EAM & GM prior to
the date it is started if there is any change.
 Updated MOD schedule should be distributed to Operation Department and Security for them to display in
their office in case of emergency.

Major Responsibilities

 To oversee and be visually present for all Operational Departments.

 Assist all other areas of the hotel when required.
 To investigate any unusual guest comments and ensure necessary follow up to maintain total guest
satisfaction.
 To assist in the event of an accident whether it be a guest or an employee
 To ensure our guest services has met our service standard and guest expectation.
 To inspect all areas of the hotel and it’s grounds to ensure proper appearance and to identify unusual
conditions that could be dangerous to guests and employees.
 In case of extreme emergency (Death, Fire or Excessive Damage), The General Manager must be notified
immediately efforts should be made until the General Manager is reached and informed of the situation.
 To maintain the MOD checklist and to fully note all areas that have been inspected during his/her shift by
completing the MOD form and then submitted by e-mail to GM ,EAM and Management Team

Duty Checklist

 MOD should have occupancy, VIP or special in-house activities report on hand from Operation
Department.

 During each round you should inspect all areas listed both Front and Back of the house area and write
comments in the space provided, ensure you record the time of each inspection.

 Using the MOD checklists and randomly check for Quality and Service including the restaurant foods
testing, Guest service.

 Try to communicate with in-house guests, ensuring all guests are enjoying their stay at the hotel. If found
complaint from our guests, guests complaint management and communication need to be done effectively in order to
creating guest satisfaction and keeping a good relation with our guests

General guidance to check during your patrol

 Check all aspects of all areas not just cleanliness or tidiness, but also staff attitude, appearance, manning
levels, security and safety of each area, atmosphere, décor of all areas etc.

 Ensure all issues relating to guest satisfaction are met and that follow up is completed on a timely basis.

 Should there be any urgent engineering issues follow up immediately with duty technician

 Observe and assist all hotel employees including evaluate their performance both Behaviour and Functional
aspects.

 Turn off all lights in unoccupied offices that are not on for security reasons.
 Pay attention to possible undesirable patrons entering or exiting the hotel. These persons should be
questioned to verify their identity and purpose of being on premise.

 Co ordinates with Security and local enforcement to achieve full security and protection for guests, staff
and hotel property.

 To be responsible for the handling of any emergency that may develop in the hotel (Fire, Theft, etc.) and to
inform the proper agencies or people of these events.

 Act as part of the Fire Brigade/ Evacuation Team in the event of an emergency.

 Handle claims and accidents with the utmost courtesy and immediate attention.

 Co ordinate with HR department in report of the persons injured on the property and submits the report to
the management.

 In the event of any unusual happenings within the hotel such as robbery or ransack, carries out the
following procedures:
a. Informs Security immediately.
b. Calls management
c. Informs key hotel Executive if there is any injury
 Supervises all night personnel on duty.
 Reports any disorders to department heads concerned for necessary action.
 Be aware of all situations including fire alarms, power outages etc.
 Talk and acknowledge all guest you encounter write down any negative and positive comments.
 All guests and employees accidents should be investigated and documented by the MOD, a decision to seek
further medical assistance should be made immediately.
 On all employee related injuries, HOD and HRM must be notify.
 Ensure any guest accidents and injuries are thoroughly and professionally handled. In all cases of guest
injuries, the MOD must never blame or admit liability on part of the hotel. Ensure all guest receive immediate
medical treatment and as a gesture of good faith, call or visit the guest after medical treatment. Ensure correctional
steps are taken if the accident was caused because of sharp objects, materials in walkways or wet floors
As this is happen to guest, accident report should be attached for more details and MOD must bring up this matter in
the morning briefing the next day, so that HOD concerns can take any necessary actions, unless if GM brings up this
matter already.

All applicable information such as time of occurrence name of injured party, place and follow up should be noted on
the MOD report.

Emergency Guidelines ( Communication Tree)

What can be categorized as an emergency and who should be contacted.

- Fire GM, EAM, Engineering Manager, Security Manager

- Injuries to guest GM, EAM, Security Manager, OM
- Injuries to employees HR Mgr, Security Manager, HOD
- Accidental death of guest GM, EAM, OM, Security Manager
- Employee work related death GM, EAM, HR Mgr., HOD, Security Manager
- Utilities Shutdown/ Breakage GM, EAM, Security Manager, Engineering Manager, Duty
Technician ,

e.g. water, power, gas, sewage

- Serious Guest assault GM, EAM, OM, Security Manager

These standard operating procedures is a general guidelines for every MOD and this procedure is subject to
revisions to better adapt to real situations. Nevertheless, this is the minimum standard to be respected.