Job Description:
Position Summary
The Manager on Duty (MOD) serves as the senior on?site management
representative during assigned shifts. The MOD is responsible for
overseeing hotel operations, ensuring guest satisfaction, enforcing
hotel policies, and responding to operational, financial, or
guest?related issues in the absence of the General Manager or
department leadership. This role requires sound judgment,
professionalism, and strict adherence to internal controls.
LEAD with H.A.R.T. - Honesty / Accountability / ROI / Thoughtfulness
Key Responsibilities
Guest Experience & Service Recovery
* Act as the primary escalation point for guest
concerns, complaints, and service recovery issues.
* Resolve guest issues promptly, professionally, and
in accordance with Hotel Hartness standards.
* Approve service recovery gestures within
established guidelines and document all actions taken.
Operational Oversight
* Oversee daily hotel operations during assigned MOD
shifts, including Front Desk, Housekeeping, and public areas.
* Ensure all departments are operating efficiently
and in compliance with hotel standards.
* Conduct periodic walk?throughs of the property to
ensure cleanliness, safety, and presentation.
Financial & Internal Controls
* Monitor front desk activity, including check?ins,
check?outs, cash handling, refunds, and adjustments.
* Ensure all financial exceptions, refunds, and rate
overrides are properly approved, documented, and reported.
* Review shift reports and note any discrepancies or irregularities.
* Immediately report suspected policy violations,
financial discrepancies, or system misuse to the General Manager.
Policy Enforcement & Compliance
* Enforce all hotel policies, SOPs, and codes of
conduct consistently.
* Ensure staff compliance with timekeeping,
scheduling, and operational procedures.
* Maintain confidentiality regarding employee
matters, investigations, and sensitive information.
Emergency & Incident Response
* Serve as the lead responder for emergencies, safety
incidents, and after?hours situations.
* Coordinate with emergency services when necessary
and complete required incident reports.
* Follow established protocols for security, safety,
and crisis situations.
Communication & Documentation
* Maintain clear shift notes and MOD logs documenting
key events, guest issues, and operational concerns.
* Communicate effectively with department heads and
management regarding follow?up items.
* Ensure smooth handoff between shifts and management teams
