A Manager on Duty (MOD) is the hotel manager who is in charge during a specific shift when the General Manager or other senior managers are not there. The MOD ensures smooth hotel operations, deals with any guest issues, checks the quality of the service, and makes sure that different departments are working well together.
In the day-to-day running of the hotel, the MOD is the top authority on the property. They deal with urgent decisions such as guest complaints, maintenance emergencies, staff performance, and safety incidents. The MOD must also record events and actions in the hotel's Property Management System (PMS) or daily report to make sure everything goes smoothly when they are not there.
Many hotels give the MOD role to different department heads (for example, front office, housekeeping, and F&B) to make sure there is always someone in charge.
A good MOD connects staff with senior management. This makes sure that everyone is responsible for their actions and that decisions are made quickly and in real time, no matter what time it is.
