CONTINENT HOTELS & RESORTS MANAGER ON DUTY P & P Manual - ver.

001/2011

MANAGER ON DUTY
POLICIES & PROCEDURES
MANUAL
No.012 ver.001/2011

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CONTINENT HOTELS & RESORTS MANAGER ON DUTY P & P Manual - ver.001/2011

OBJECTIVES OF THE MANUAL

This Operation Manual is to be used by all Department Heads performing the role of
Manager on Duty (MOD). It explains the policies and procedures and standards of
performance.

By referring to the manual, we can ensure that we maintain a consistently high

standard of performance in our daily operations.

To be an effective tool, the Department Heads who performs the role of a Manager
on Duty (MOD) should constantly review the manual. All suggestions received on
ways to improve the manual will be carefully considered and changes implemented
upon approval of the General Manager and CONTINENT Hotels & Resorts.

UPDATING THE MANUAL

This manual is prepared using Microsoft Word 98 software to simplify the process of
updating information.

Information contained in the manual should be updated at least once a year. Manuals
are updated using the following procedures:

1. The Head of Department reviews materials contained in the manual to determine

whether updates are needed.

2. A complete review of the manuals must be performed annually by March 31.

3. Bring recommended changes to the attention of the Division Head or executive

member

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CONTINENT HOTELS & RESORTS MANAGER ON DUTY P & P Manual - ver.001/2011

MANUAL REVISION & APPROVAL RECORD

SECTION REVISED
DATE DEPT HEAD G.M.
COMPLETED PAGE REVISION SIGNATURE SIGNATURE
SECTION TITLE
#S AUTHOR’S NAME

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CONTINENT HOTELS & RESORTS MANAGER ON DUTY P & P Manual - ver.001/2011

TABLE OF CONTENTS

OBJECTIVES OF & UPDATING THE MANUAL 2

MANUAL REVISION & APPROVAL 3
TABLE OF CONTENTS 4
Manager On Duty 6
The General Manager’s Responsibility 7
Objective of Having a Manager on Duty 8
General Guidelines 9
Manager on Duty Sample Schedules
a. Sample Evening Duty Schedule 11
b. Sample Weekend Duty Schedule 12
c. Sample Evening Duty Task List 13
Communications
a. Informing Department on MOD 15
b. Communicating with the MOD 16
POLICIES AND
PROCEDURES Decision Making 17
Logbook 18
Duties & Responsibilities
- Handling Guest Complaints / Overview 19
- Handling Guest Complaints / Procedures 20
- Handling VIP Arrivals 21
- Handling Emergency Situations 22
Others
a. Benefits Extend to the MOD 23
b. Proper Dress and Decorum for MOD’s spouse 25
c. Leaving the Property during Duty 26

SAMPLE
CHECKLIST

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CONTINENT HOTELS & RESORTS MANAGER ON DUTY P & P Manual - ver.001/2011

MANAGER ON DUTY

POLICIES & PROCEDURE

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CONTINENT HOTELS & RESORTS MANAGER ON DUTY P & P Manual - ver.001/2011

Policies & Procedures

Topic : MANAGER ON DUTY (MOD)

The Manager on Duty (MOD) is one of the Department Heads who represents the
General Manager when the General Manager is off duty, on annual leave or absent for
some business trip or purpose.

The Department Heads take turns to perform this role on a rotating basis.

The Manager on Duty schedule is usually on weekends when the General

Manager takes time off but may be at any day of the week as needed.

A Manager on Duty is assigned for Evening Duties as well. The schedule is

adjusted to each hotel’s requirement. Some properties opt to have an MOD for
office hours until office hours the next day. Others have a schedule from after
office hours until 11pm only.

However for properties where the General Manager lives on-site, the property may
opt not to assign a Department Head as MOD for the evening, as the General
Manager can be on call during emergencies. In such cases, a Duty Manager is
available to take care a routine operational functions.

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CONTINENT HOTELS & RESORTS MANAGER ON DUTY P & P Manual - ver.001/2011

Policies & Procedures

Topic : THE GENERAL MANAGER’S RESPONSIBILITY

It is the responsibility of the General Manager (GM) to meet with the Executive
Committee to tailor – fit this Manager on Duty (MOD) Manual to the property.

It is also the General Manager’s responsibility to explain to the MOD’s what is

expected of them:

The schedule for Managers on Duty

Staying at the property while MOD

The duties and responsibilities, tasks that need to be performed

Proper handling of VIPs and other Guest Arrivals.

Proper handling of Guest Complaints

Proper handling of Emergency Situations.

Proper dress and decorum

Proper communication, reporting and documentation

Proper decision making

The proper use the Logbook

Benefits extended to the MOD

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CONTINENT HOTELS & RESORTS MANAGER ON DUTY P & P Manual - ver.001/2011

Policies & Procedures

Topic : OBJECTIVE OF HAVING A MANAGER ON DUTY (MOD)

The purpose of having a Manager on Duty is the following:

The provide continuity to the General Manager’s role and to have someone of
authority on call at all times in order to make decision in behalf of the General
Manager and / or to validate staff’s recommendations.

To handle guest situations requiring the General Manager’s immediate attention

(i.e. guest complaints, guest emergencies, relocations of guests, guest
problems, etc.).

To ensure that VIP arrangements are properly taken care of.

To check on the property’s assets and that all service and safety standards are
being followed.

For handling of emergency and safety related situations.

To provide the Department Heads with exposure on the different hotel

operations and thereby providing them with an understanding and appreciation
for the different departmental function in the property.

To provide a fresh set of “management eyes and ears” to inspect the property in
order to advise the General Manager of new challenges or areas requiring the
General Manager’s attention.

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CONTINENT HOTELS & RESORTS MANAGER ON DUTY P & P Manual - ver.001/2011

Policies & Procedures

Topic : GENERAL GUIDELINES

Each property will have particular procedures that they will set and follow for their
property that is a factor of many circumstances (i.e. the number of rooms, the size of
the property, the number of Food & Beverage outlets, the complexity of operations, the
living arrangements for the GM, etc.). All these will have an effect on scheduling, the
tasks that he MOD has to perform, even the attire considered proper for an MOD!

Thus, the following are just some of the general guidelines for Managers on
Duty (MOD):

In addition to the Department Heads, the Hotel Operator and the Assistant
Manager on Duty should be advised on the Manager on Duty (MOD) roster.

In case the person scheduled for MOD on a particular day is not available,
then :

A replacement should be assigned (but this replacement should be in the

roster) and approved by the General Manager.
The following should be informed in writing : The executive Office / Hotel Operator
/ Assistant Manager / Front Office Manager / Personnel Manager / Chief of
Security / and Chief Engineer.
A memo should be issued (signed by the scheduled MOD and the replacement
MOD) addressed to the above departments with a copy to be attached to the
Logbook.

Normally for business hotel, male MOD should be in proper business suit while
proper business attire is required for female MOD. Resorts and Vacations Clubs
may have staff uniforms and this should be worn while an MOD.

All MOD’s should have their Name Tags on and must carry sufficient business
cards with all them at all times.

Bring the Handy Talky of the General Manager (if the property uses one) for
communication purposes, and use the GM’s call sign during the duration of the
duty.

When not doing inspections or at meals, the MOD shall be stationed at the Duty
Manager’s or at designated area or office assigned for the MOD

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CONTINENT HOTELS & RESORTS MANAGER ON DUTY P & P Manual - ver.001/2011

The MOD is to write a report on the Logbook and the Logbook shall be kept at the
Duty Manager’s Desk Drawer or a duly designated place for the Logbook.

Special Cases are to be reported on a Special Format as an attachment (i.e.

Accident Report Format; Lost/ Stolen Report Format – discussed respectively in
the Security and Housekeeping Manuals)

The MOD will make a report at the Daily Morning Briefing on his duty and any
significant developments or incidents during his duty.

After the Morning Briefing, the Logbook is given to the Executive Secretary
of the General Manager for the GM’s review and approval, with a copy given to the
Department(s) concerned for this/ their action and follow up.

The Executive Secretary shall return the Logbook to the Duty Manager’s
Desk Drawer of the area designated for the Logbook

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CONTINENT HOTELS & RESORTS MANAGER ON DUTY P & P Manual - ver.001/2011

Policies & Procedures

Topic : MANAGER ON DUTY SAMPLE SCHEDULES

SAMPLE EVENING DUTY SCHEDULE / HOURS:

Active Schedule: 18.00 – 24.00 and 06.00 – 08.00

Passive Schedule: 24.00 – 06.00

SAMPLE EVENING DUTY SCHEDULE / ROSTER OF ASSIGNMENTS:

Sample of Weekend and Evening MOD Schedule March May 2011

M 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17
OD
Chief Eng. * * *
Housekeeper * *
FO Manager * *
DOS * *
Fin. Controller * *
F & B Manager * *
HR Manager * * * *

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 CONTINENT HOTELS & RESORTS MANAGER ON DUTY P & P Manual - ver.001/2011

Policies & Procedures

Topic : MANAGER ON DUTY SAMPLE SCHEDULES

SAMPLE WEEKEND DUTY SCHEDULE / HOURS:

Starts At: Saturday, 15.00 hours

Ends At: Monday, 08.00 hours

* However, if the General Manager does not go on duty on Saturday, then

the MOD duty starts at 8 am.

SAMPLE WEEKEND DUTY SCHEDULE / ROSTER OF ASSIGNMENTS:

MANAGER WEEKEND DUTY

PERIOD COVERED: 07 DECEMBER 2002 – 19 JANUARY 2003 (Saturday 1500 hours –
Monday 0800 hours)

MOD DEC DEC DEC DEC DEC DEC DEC DEC JAN JAN JAN JAN JAN JAN
7 8 14 15 21 22 28 29 4 5 11 12 18 19
Bldg Superintendent
Housekeeping Mgr
Executive Chef
Front Office Manager
Director of Sales
Financial Controller
Hr Director

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CONTINENT HOTELS & RESORTS MANAGER ON DUTY P & P Manual - ver.001/2011

Policies & Procedures

Topic : SAMPLE EVENING DUTY TASK LIST

Following is a sample Task List from one of the properties:

18.00 – 19.00

Read the logbook and do any necessary follow-ups

Check on expected guest arrivals and departures. If there any expected
VIP arrival, be available to meet and greet VIP guests. Double check on all
arrangements for VIP guests.
Check on room occupancy and availability
Check all areas of the lobby, at F & B outlets and the Show Room
Check if any function is scheduled for the evening
Check all the areas on the 1st and 2nd floor for cleanliness, staffing,
preparation and service, interiors, furniture, guests, etc.

19.00 – 21.00

Be in the lobby area and coffee shop talking with the guests
Check that all lighting in the lobby, coffee shop area, entrance and hotel signage
are all in the correct levels.
Check that he lobby music is on and at the correct volume
Check on the arrangements for any function
Check on the F & B outlets, their staffing levels and that activities and services
are met
Check on any on-going or soon to start banquet functions or special events.
Tour all departments to ensure everything is running smoothly
Check that all guest laundry has been delivered

21.00 – 23.00

Property walk – through, from the top to the basement. Ensure all
emergency exits are clear and clean; check that all guest room corridors are in
proper order and clear of room service trays / trolleys and other clutter, check
that vacant staff offices are locked, etc.
Check room status with Housekeeping and ensure that here are no vacant dirty
rooms.
Check with engineering that operations are all ok.
Check that all areas are clean, properly lighted and properly maintained.
Check on F & B outlets and any on-going banquets

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23.00 – 24.00

Ahead of time, ensure that female transportation is ready to drop off female
employees
Check that all keys at the Security and Assistant Manager Office are in place
Check that night duty staff are available
Ensure that the freezer (-18) and refrigerator (4) temperatures are set correctly
Ensure that all exits and entrances are secure
Check basement levels 1 and 2
Check on all F & B outlets are still open and operating and on any on-going
banquet

24.00 – 06.00

Get some sleep and be ready if there is an emergency call

06.00 – 07.00

Check on the lobby area to ensure cleanliness, staffing and that everything is in
order
Check on the coffee shop to ensure that buffet breakfast, table setting and the
staff are ready
Check on expected guest arrivals and departures and that all preparations are in
order
Check on the day’s functions, if any, and that all arrangements including signage
at the entrance are all in place
Check the public areas, back of the house areas, parking, etc. Are all in order
Check correct staffing levels in all areas.
Ensure that all lights that are not necessary are switched off

07.00 – 08.00

Be in the lobby with departing guests, asking that their stay went well, offer
assistance, solicit comments and to thanks them for staying at the property
Prepare the logbook for the Morning Briefing and to give feedback to the General
Manager and the Heads of Departments.

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CONTINENT HOTELS & RESORTS MANAGER ON DUTY P & P Manual - ver.001/2011

Policies & Procedures

Topic : INFORMING DEPARTMENTS ON THE MOD SCHEDULE

The office of the General Manager prepares the MOD schedule for the month, or in
some cases, over a two – month period.

This scheduled is distributed to the Department Heads in the month prior to the
schedule being distributed.

In cases when the scheduled MOD is not able to go on duty, the following steps must be
taken:

Find an available person to fill in from the MOD. This person should also be from
the roster of Department Heads assigned for MOD. Request the approval of the
General Manager.

Inform the following in writing : Executive Office / Hotel Operator / Assistant

Manager on Duty / Front Office Manager / Personnel Manager / Chief of Security
and Chief of Engineering

Issue a Memo signed by the Scheduled MOD and the Replacement MOD,
addressed to the above departments.

A copy of this Memo should be attached to the Logbook

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Policies & Procedures

Topic : COMMUNICATING WITH THE MOD

The hotel Operator and the Assistant Manager on Duty is informed of the MOD Roster,
or any changes to the MOD roster. Any staff needing assistance from the Manager on
Duty can easily check on who is the MOD by calling either these two positions.

In some properties, the Manager on Duty 9MOD) will be carrying along the handy –
talky of the General Manager and will use the call sign of the General Manager while
MOD. This then, will be another way of contacting the MOD.

Furthermore, while not doing the property walk – through and F & B outlet and banquet
checks, the MOD shall be stationed at the Duty Manager’s Desk for instance (or any
other designated area), where he can be easily consulted by other staff. As this desk
is located in the lobby, the MOD can be easily approached by any guest as well as
monitor activities at the lobby

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CONTINENT HOTELS & RESORTS MANAGER ON DUTY P & P Manual - ver.001/2011

Policies & Procedures

Topic : DECISION MAKING

The Manager on Duty (MOD) shall closely coordinate and communicate with the
Assistant Manager in carrying out his duties and is authorized to make decision on
regular or basic problems. Some of the examples of this type of problem include the
following:

Guest complaints (i.e. complaints about the room and requesting to move to
another room)

Walk-in guest requesting for a discount on the published rate (i.e. if

discount is within the range that an MOD is authorized to give, then can
decide on the matter. But if the guest insist on a rate lower than the pre-
approved range, then the matter is referred to the General Manager)

In instances when a Travel Agent requests for a complimentary room, the MOD
can usually approve or disapprove the request with his knowledge of room
availability. However, if the travel agent requests for more than the room (i.e.
full board, spa privileges, or more than one room, etc), then the General
Manager has to be consulted.

In cases of major issues or problems, then the Manager on Duty 9MOD) should
immediately informs the General Manager and seek his assistance or decision. Some
examples are as follows:

Incidents at the property where the police and / or the military needs to be
involved
In cases of Fire, Bomb Threats, Earthquake or Natural Flooding
In the event of Civil Disobedience at or near the property
In the event of grave illness or death of a guest
In the event of serious staff injury or staff unrest
In the event more than one elevator is out of service
In the event of PABX outage
In the event Television reception outage is longer than thirty (30) minutes
In the event of an extremely disgruntled guest that he MOD cannot handle
Any other incident that jeopardizes the safety and well fare of the
property’s guests and staff.

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CONTINENT HOTELS & RESORTS MANAGER ON DUTY P & P Manual - ver.001/2011

Policies & Procedures

Topic : LOGBOOK

Observations on the property’s physical conditions and staff and guest incidents
experienced during the duty period, visits by the Owner and / or Owner’s
representatives, are noted by the Manager on Duty 9MOD) on the Logbook.

The Logbook shall be placed in the Duty Manager’s desk drawer or at each
property’s designated place

The Logbook shall contain information :

On guest complaints
Incidents involving guest and/or staff
Safety – related issues;
Observations on the physical condition of the property as observed during
the property walk – through
Visits by the Owner and / or Owner Representatives
Special events and functions at the hotel (i.e. fashion shows, banquet,
etc.)

Special cases (such as Accidents, Lost / Stolen Items ) shall be supplemented

with reports using forms designed for these (i.e. Accident Report / Lost / Stolen
Items Report) and a copy of which is attached to the Logbook

Memos on replacement MOD’s discussed in page 4 shall be attached to the

Logbook as well

The MOD will bring the Logbook to the Morning Briefing and use this as
reference when delivering his report on his duty

After the Morning Briefing, the Logbook is given to the GM’s Executive
Secretary who shall bring it for the GM’s review and approval. Departments
concerned shall be given a copy of the Logbook entries pertaining to their
department.

The Executive Secretary shall then return the Logbook to the Duty Manager’s
desk drawer or designated area for use by the next MOD

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Policies & Procedures

Topic : HANDLING GUEST COMPALINTS / OVERVIEW

To effectively deal with Guest complaints, it is recommended that he Manager on Duty

(MOD) have a working knowledge on all aspects of the hotel’s frontline services.

Whether it involves basic Front Office procedures dealing with representatives or the
business center operations for instance, or Food & Beverage’s sales and services, or
guest relations, or housekeeping, or engineering, or the spa’s range of services, or the
activities planned for the guests for the weekend, etc, the Manager on Duty should
have a working familiarity with all of these to be able to assist guests when they have
complaints about any of these specific.

All the staff is trained on the proper way of dealing with guests. As the Manager on
Duty, you should exemplify the best standards of behavior when faced with these
complaints yourself.

The previously released manuals on the Policies and Procedures for each
Departmental Function give specific suggestions on dealing with guests. Whether it be
common tips for courtesy, attentiveness, helpfulness or even the proper tone of voice
for instance, to specific steps to follow for properly taking and relaying guest message,
dealing with guests that need to be relocated or moving guests to another room when
they have complaints on, etc.

Thus, in this section, we will only deal with the basic way of handling guest
complaints. As policy, remember to always:

Handle all guest complaints courteously, tactfully, discretely, professionally and

to resolve these complaints as efficiently and smoothly as possible.

Ensure the guest’s satisfaction, and also to protect and preserve the image
and interest of the Hotel.

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CONTINENT HOTELS & RESORTS MANAGER ON DUTY P & P Manual - ver.001/2011

Policies & Procedures

Topic : HANLDING GUEST COMPLAINTS / PROCEDURES

The proper procedures are as follows:

1. Ensure the privacy of the whole conversation so that the other guests in the
area will neither notice nor overhear the conversation.

2. Listen to the guest’s complaint or request in a serious manager to show sincerity,

concern, care and sympathy. At the same time, note down all the details of the
incident. Remember to “Do more listening than talking”.

3. Restate the complaints to ensure that all facts are collected.

4. Apologized for the inconvenience, advice the guest what remedial action will be
done and assure him/her that the action will be taken immediately.

5. Offer alternative if the guests request cannot be entertained

6. If the nature of the complaints is far too serious or is far beyond your authority,
consult the General Manager for the proper action to be taken.

7. Refer the matter to the respective department(s) for immediate follow-up

8. Notify the guest of the outcome as soon as possible.

9. Log down the incident in the Logbook

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CONTINENT HOTELS & RESORTS MANAGER ON DUTY P & P Manual - ver.001/2011

Policies & Procedures

Topic : HANDLING VIP ARRIVALS

VIP Guests, Returning Guests and Long-Staying Guest i s very important to the
hotel and thus, they must be extended special treatment during their arrival and
during their stay at the hotel.

It is standard policy that Managers should provide a warm and courteous

welcome to VIP Guests
Personalized check –in procedures should be followed
VIP amenities and VIP treatment should be extended to these guests

Following is sample procedure:

1. Upon coming on duty, verify current list of in-house VIP’s, expected VIP arrivals
and departures, and any scheduled VIP function.

2. Double –check all arrangements for VIP Guests.

3. Inspect the rooms blocked-off for VIP Guests and ensure that all room facilities
are functioning optimally (i.e. air conditioning, lighting, television, telephone, safety
book, bed(s), bathroom and toilets, etc)

4. Ensure all VIP amenities are provided and presented properly.

5. Inspect VIP function and /or banquet room(s) and check on all facilities and
services to ensure the event will be smooth, efficient and professionally done.

6. Double check any transportation arrangements with the Bell Staff.

7. Double check that any key card(s) have been prepared and on any other special
requests from the VIP Guests either through the Guest Relations Officer 9GRO),
Guest Profile in Fidelio System or through correspondence on file.

8. Be sure to be present at the Lobby/ Reception area before the expected arrival
and that Reception, Guest Relations and Bell Staff are all prepared for the arrival.

9. Welcome VIP guest upon arrival and escort to the room together with the GRO.

10. Advice guest to contact you as the MOD or the GRO for any assistance they
require.

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Policies & Procedures

Topic : HANDLING EMERGENCY SITUATIONS

A separated manual has been prepared on the Policies & Procedures for Handling
Emergency Situations. This manual describes the proper procedures for the following
types of emergency situations:

Fire Emergencies

Medical Emergencies

Incident or Armed Robbery

Civil unrest

Bomb Threats

Earthquake

Loss of Public Services

Loss of Electricity (Power Breakdowns and Blackouts)

Elevator Malfunctions and / or failure
Computer, Switchboard/PABX Breakdown or Failure
Sewage / Waste Water Drainage Problems
Water Supply Problems
Gas Supply & Other Related Problems
Food Supply & Other Related Problems

It is recommended that the Manager on Duty review this manual and be thoroughly
familiar with the property’s emergency guidelines to be fully prepared for situations of
these nature.

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Policies & Procedures

Topic : BENEFITS EXTEND TO THE MANAGER ON DUTY

Benefits vary from property to property. It is recommended however, that the property
is very clear and specific as to what benefits and privileges are extended to the Manager
on Duty to avoid any misunderstandings.

Following is an example of privileges extended to the MOD at one of our

properties:

For Monday to Friday MOD (Department Heads A and B Levels)

1. Supervisor / Deluxe Room accommodations (In House Status)

2. Food 7 Beverage for Meals

Maximum limit of Rp. 100.000 ++/meal at any of the hotel F & B outlets
Amount covers Food and Non- Alcoholic Drinks
In case the meal expense exceeds the above limit, then the difference
shall be deducted from the Manager’s monthly salary at a 40%
discount of the amount.

3. MOD is not allowed to bring his or her family to the hotel. An exception could be
allowed when the General Manager approves a request on a specific situation
basics only (i.e. Nyepi Day in Bali)

4. Should the MOD entertain guest, then the “ Entertainment Check” is to be used and
the charged allocated to the A & P

For Weekend MOD ( Executive Committee Level)

1. Deluxe/ Executive Room Accommodation (In house Status)

2. Allowed to bring his / her spouse

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3. Food & Beverage for Meals for the MOD and his/her spouse

Maximum limit of Rp. 200,000/ meal at any hotel outlets (i.e. Coffee
Shop, Tang or Niwa Restaurant)
Meal is Food & Non – Alcoholic Drinks for MOD and spouse
In case the meal expense exceeds the above limit, then the difference
shall be deducted from the Manager’s monthly salary at a 40% discount of the
amount.

4. Should the MOD entertain guests, the the “ Entertainment Check” is to be used and
the charge allocated to the A & P

5. The MOD should eat at a different outlet for each meal so that he can observe
what is happening and be visible to the staff at the outlet and later note and offer
his observations and suggestions during the Morning Briefing. A sample Form for a
Restaurant Critique and a Sample Form for Critique on Room Service is included in
this Manual

At another property, the privileges extended for Weekend MOD are as follows:

1. MOD is allowed to bring along his spouse and up to two (2) children to stay with
him at the property

2. The family is allowed to have Breakfast, Lunch and Dinner at the Property
during the duty hours. No limit is set, as all MOD uses conservative discretion
and practices moderation on what he order for his family. They are required to eat
at the Restaurant as well as take one (1) Room Service order to test and critique
the level of service there as well.

3. Alcoholic drinks are not included, nor are mini bar items.

4. Local calls are allowed in moderation but long distance call are not allowed

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Policies & Procedures

Topic : MOD SPOUSE’S PROPER DRESS & DECORUM

It is strongly recommended that the MOD’s spouse accompanying him during his
weekend duty at the property should observe proper dress and decorum at all times
as this will reflect not only on the MOD himself, but also on the Management and
the property as well.

Appropriate attire should be worn at all times. This would mean not too casual
attire (i.e. t-shirt and / or shorts, rubber slippers) but smart casual.

As the spouse of the MOD, proper decorum is encouraged at all times.

If the property allows the MOD to bring along the children as well, the MOD is
responsible for ensuring that he children are at their best behavior and properly
supervised at all times while at the property

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Policies & Procedures

Topic : ON LEAVING THE PROPERTY DURING THE DUTY

The MOD should stay at the property and is discouraged from leaving the
property while on duty

Only for emergency cases shall the MOD be allowed to leave the property

The following procedures are followed in case the Manager on Duty has to leave the
property during his/her shift:

1. Inform and seek the approval of the General Manager. If applicable, approval must
be requested in advance.

2. In case the General Manager is not available, then inform an Executive

Committee member (if a member is still in the Hotel)

3. Inform the Assistant Manager and the Hotel Operator and provide the Following
details:

a) Purpose of leaving the Hotel

b) Destination
c) Duration of Absence and Estimated Time of Return to the Hotel
d) Provide his/her Mobile Phone Number and Residence Phone Number if
MOD is going to his residence
e) The Manager on Duty 9MOD) should have active communication with the
Assistant Manager while he/she is away from the hotel

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