MOD Role, Responsibilities, and SOP Checklist in Hotels

The Manager on Duty (MOD) is a crucial operational leader in a hotel, responsible for ensuring seamless hotel operations during their assigned shift. Acting as the single point of authority, the MOD supervises multiple departments, resolves guest issues, and ensures that all Standard Operating Procedures (SOPs) are followed.

The MOD plays a vital role in maintaining service quality, staff coordination, and guest satisfaction, making this position indispensable in hospitality management.

Who Is a Manager on Duty (MOD)?

The MOD is a senior manager, usually reporting to the Operations Manager or General Manager, who oversees hotel operations for a specific shift. They have the authority to make operational decisions, address emergencies, and act as the escalation point for guest complaints.

Key Roles of a MOD

1. Guest Services and Satisfaction

   • Act as the first point of contact for guest complaints or escalations.

   • Ensure smooth check-in and check-out processes.

   • Monitor guest feedback and take immediate corrective actions.

2. Operational Oversight

   • Supervise Front Office, Housekeeping, F&B, Engineering, and Security.

   • Ensure SOP compliance in all departments.

   • Monitor departmental performance and staff productivity.

3. Problem-Solving and Decision Making

   • Resolve operational or service issues promptly.

   • Approve minor expenditures or guest requests within authority.

   • Handle emergencies such as power outages, accidents, or medical situations.

4. Staff Coordination and Leadership

   • Assign duties and responsibilities to departmental heads.

   • Conduct shift briefings and handovers.

   • Guide and support staff to maintain service standards.

5. Compliance and Safety Monitoring

   • Ensure adherence to safety, hygiene, and fire regulations.

   • Monitor security, public areas, and guest floors.

   • Escalate critical incidents to senior management.

6. Reporting and Documentation

   • Maintain shift logs, highlighting incidents, guest complaints, and resolutions.

   • Prepare daily MOD reports for management review.

   • Track pending tasks and handover information to the next shift.

MOD Responsibilities – Department-Wise

Department	MOD Responsibilities
Front Office	Ensure accurate bookings, smooth check-in/check-out, resolve guest complaints
Housekeeping	Verify room readiness, cleanliness, and housekeeping staff performance
F&B	Oversee restaurant, room service, and banquet operations during shift
Engineering	Monitor maintenance requests and ensure all equipment functions properly
Security	Supervise CCTV, emergency procedures, and guest/staff safety

Key Competencies of a MOD

• Leadership: Ability to manage multiple departments efficiently.

• Decision-Making: Quick and effective resolution of issues.

• Communication Skills: Clear communication with guests, staff, and management.

• Problem-Solving: Address complaints and operational challenges proactively.

• Attention to Detail: Monitor SOP adherence and service quality.

• Crisis Management: Handle emergencies calmly and efficiently.

MOD SOP Checklist

Pre-Shift Preparation

• Review previous shift reports.

• Conduct staff briefings.

• Check VIP arrivals, events, and special requests.

During Shift

• Monitor guest satisfaction and feedback.

• Ensure departmental SOP compliance.

• Conduct surprise inspections in rooms, public areas, and F&B outlets.

• Address guest complaints and operational issues promptly.

Shift Handover

• Prepare detailed shift report, including incidents and pending tasks.

• Brief the next shift MOD about VIP guests, ongoing issues, and maintenance updates.

• Ensure smooth transition to the next shift.

Benefits of a Skilled MOD

• Ensures seamless operations across all departments.

• Improves guest satisfaction and repeat business.

• Reduces staff errors and operational risks.

• Supports management in implementing SOPs and monitoring performance.

• Provides real-time decision-making and crisis management.

The Manager on Duty (MOD) is the operational backbone of a hotel during each shift. By supervising departments, resolving guest issues, and enforcing SOPs, the MOD ensures that the hotel runs efficiently and guests enjoy a flawless experience.

Hotels with well-trained and empowered MODs achieve higher operational efficiency, better service quality, and stronger team cohesion.