MANAGER ON DUTY
Position Description & Shift Standards
The Standard: MOD is the eyes, ears, and decision-maker on property. When a challenge arises — whether it's a VIP guest concern, a banquet setup running behind, a safety incident, or a team member who needs support — the MOD is the first point of accountability and the last line of pride. This role is not just about managing problems; it's about setting the tone for every experience that happens on property during your shift.
POSITION DETAILS
Reports To
General Manager & Individual Department Directors
Department
Hotel & Event Operations
Shift Type
Variable / Rotating — days, eves, weekends
CORE PHILOSOPHY OF THE ROLE
The Manager on Duty doesn't sit at a desk waiting for problems to come to them. They move. They observe. They anticipate. Every department on property is their department during this shift — and they hold a personal standard that the guest experience never suffers because no one was paying attention. A great MOD finishes their shift knowing the property is better than when they found it.
Remember: Your presence on the floor communicates more than any policy ever could. When the team sees you engaged, calm, and invested — they rise to match it. When guests see you present and approachable — they feel taken care of before they even say a word.
DEPARTMENT-BY-DEPARTMENT OVERSIGHT
Lobby & Public Areas — The First Impression and the Last Memory
The lobby is not just an entry point — it is a statement. It communicates the class, comfort, care, and functionality of your entire property. The MOD is responsible for protecting that statement on every shift.
▸ Conduct walk-throughs of the lobby, corridors, restrooms, and public seating areas no less than once per hour
▸ Ensure furniture is arranged intentionally, lighting is appropriate for time of day, and the atmosphere feels welcome, not transactional
▸ Monitor ambient temperature, music (if applicable), scent, and cleanliness — all contribute to the guest's subconscious first impression
▸ Proactively address any individuals who are not registered guests or event attendees and who are using lobby space inappropriately — loitering, sleeping, aggressive solicitation, or disruptive behavior will be handled with professionalism and firmness
▸ The lobby is not a public living room, shelter, or gathering space for non-guests — the MOD must protect this boundary with courtesy but without hesitation, contacting security or local authorities when necessary
▸ Ensure lobby staff (front desk, concierge, bell services) are engaged, visible, and presenting the standard — not grouped behind the desk or on personal devices
▸ Spot-check all visible trash receptacles, display materials, signage, and informational kiosks for accuracy and presentation
▸ Address spills, tracked-in debris, or hazardous conditions immediately — a lobby floor reflects either pride or neglect
Front Desk & Guest Services
▸ Verify that all VIP arrivals, loyalty member upgrades, and special accommodation requests are flagged and actioned before check-in
▸ Monitor check-in/check-out lines and ensure wait times never exceed brand standards; step in personally to assist during peaks
▸ Review the arrivals report at the start of shift — know who is coming, who is staying, and who matters most today
▸ Audit rate postings, room assignments, and any open folio discrepancies; escalate billing errors before they become disputes at checkout
▸ Coach front desk agents in real time on service language, Bonvoy recognition, and upsell opportunities
▸ Ensure the desk is never left unattended and that team presentation (uniforms, name tags, posture) is on standard
Housekeeping
▸ Touch base with the housekeeping supervisor at the start of shift to review room board status, out-of-order rooms, and any carry-forward issues
▸ Conduct spot inspections of a sample of recently cleaned rooms — check linens, amenities, bathroom presentation, odor, and overall readiness
▸ Monitor the pace of the room board throughout the day; alert the housekeeping team early if check-in volume is ahead of clean room availability
▸ Inspect hallways, elevator lobbies, and service corridors — soiled linen carts left in public view, prop doors, or cluttered housekeeping closets are not acceptable
▸ Follow up on any guest-reported room issues (cleanliness complaints, maintenance needs, amenity misses) and confirm resolution before the guest inquiry is closed
▸ Acknowledge and recognize housekeeping staff during floor walks — they are often invisible to guests and underappreciated; the MOD changes that
Engineering & Facilities
▸ Review the open work order log at shift start; identify any items that directly impact guest rooms, event spaces, or public areas and prioritize accordingly
▸ Conduct a daily property walk with attention to HVAC performance, lighting (burned-out bulbs, malfunctioning fixtures), plumbing (dripping faucets, running toilets), and elevator operation
▸ Ensure all life safety systems — exit signage, fire extinguishers, emergency lighting, AED units — are visible, accessible, and unobstructed
▸ Document and escalate any structural, electrical, or mechanical issues that require contractor involvement; never allow a known safety hazard to remain unaddressed across a shift change
▸ Communicate engineering constraints to the front desk and event teams proactively — a room that can't be sold or an event space with a lighting issue must be known before it becomes a guest complaint
▸ Recognize that engineering directly enables every other department's success — treat these team members as essential partners, not a last resort
Banquet Setup & Event Teardown
▸ Review all BEOs for the current and next 24-hour period at the start of every shift; know what is on the books, what is in progress, and what needs to be ready
▸ Walk every event space at least 60–90 minutes before a function begins — verify table counts, chair configurations, linen color and press, centerpieces, A/V positioning, staging, signage, and temperature
▸ Identify any discrepancies between the BEO and physical setup immediately and coordinate correction with the banquet captain before the client or guests arrive
▸ Monitor transitions between back-to-back events; a room flip must be executed on time — delayed resets reflect directly on the property's operational credibility
▸ Ensure all setup equipment (tables, risers, dance floors, pipe and drape) is stored properly and not left in hallways, stairwells, or visible guest corridors
▸ After event teardown, confirm the space is clean, reset, and locked per venue standards — an unattended post-event room with food debris or damaged linen is not acceptable to leave for the next shift
Banquet Serving & Event Service Staff
▸ Confirm staffing levels for each event match the BEO requirements; escalate under-staffing concerns to scheduling before the function begins
▸ Conduct a pre-event team briefing for servers: review the event type, client name, menu, timing, service style, and any known VIPs or special needs
▸ Monitor service flow during events — food timing, buffer maintenance, beverage levels, table clearing pace, and staff attentiveness all fall within the MOD's line of sight
▸ Address service gaps immediately and discreetly; correct a team member's misstep without creating a scene in front of guests
▸ Ensure all alcohol service is conducted in compliance with TIPS standards — monitor consumption, address overconsumption proactively, and never allow underage service
▸ After the event, confirm all server closing duties (linen sorting, dish breakdown, furniture return, floor sweeping) are completed before staff is released
Restaurant & Dining Room
▸ Verify the dining room is opened on time, properly set, and fully staffed before the first guest is seated
▸ Monitor table turn times and guest wait experiences — long waits without acknowledgment are one of the fastest ways to lose a guest's trust
▸ Walk the dining room during service to assess team energy, table presentation, and overall atmosphere; step in when a table appears unattended or a guest looks dissatisfied
▸ Review any open guest complaints or comment cards from the previous shift; follow up on unresolved dining experiences
▸ Ensure the dining room is clean throughout service — crumbs on seats, dirty menus, and unkempt server stations are visible to every guest who walks in
▸ Coordinate with restaurant management to communicate any hotel events, group arrivals, or banquet overflow that may affect dining volume
Restaurant Kitchen
▸ While the MOD is not directly managing kitchen operations, they are responsible for understanding and communicating any factors that affect dining service quality or timing
▸ Be aware of any menu item 86s (out of stock) and ensure front-of-house staff are informed immediately so guests are not ordering unavailable items
▸ If a guest complaint involves food quality, temperature, or presentation, the MOD follows up with the kitchen manager directly — never dismisses or minimizes the concern
▸ In the event of a kitchen equipment failure, health concern, or staffing emergency, the MOD is the escalation point and must act decisively to protect both the guest experience and the property's liability exposure
▸ Observe basic health and safety standards during any kitchen walk-through: proper food storage, temperature logs, hand-washing compliance, and a clean line are expectations, not bonuses
Catering Kitchen & Banquet Food Production
▸ Coordinate with the catering kitchen supervisor to confirm all event menus are prepped and on timeline at least 30 minutes before service begins
▸ Verify that food transport from the catering kitchen to the event space is executed cleanly, on time, and with proper food safety protocols — covered transport, correct temperatures, and labeled items
▸ Walk the catering kitchen before a major event to assess readiness — a chaotic or understaffed kitchen telegraphs risk for the entire event service
▸ Ensure catering kitchen closing procedures are followed after every event: all perishables stored, surfaces sanitized, equipment shut down, and the space left in a condition the morning team can be proud of
▸ Any food handling complaint, allergy incident, or guest illness concern must be documented immediately and escalated to management regardless of the hour
Bar & Beverage Service
▸ Confirm the bar is stocked, clean, and staffed appropriately before opening or before any event with beverage service begins
▸ Monitor bar volume throughout the shift; ensure bartenders are not overwhelmed and that wait times at the bar are communicated to event clients when applicable
▸ Enforce responsible alcohol service standards without exception — the MOD has the authority and the obligation to intervene when a guest is visibly intoxicated
▸ Ensure cash handling, comp procedures, and drink ticket reconciliation are being followed correctly; discrepancies must be documented and reported
▸ Monitor bar cleanliness throughout service — sticky counters, cluttered speed rails, and uncollected glassware are not acceptable in any guest-facing space
▸ At the close of bar service, confirm all bottles are secured, equipment is shut down, garnishes are stored, and the area is clean and locked per protocol
Meeting Rooms & Conference Spaces
▸ Walk all active and upcoming meeting rooms at shift start — verify AV equipment is tested and functional, room temperature is pre-set, water and materials are in place per the BEO
▸ Ensure signage directing attendees to the correct meeting room is accurate and professionally displayed — outdated or incorrect signage reflects poorly on the entire operation
▸ Check in with meeting planners or group contacts at the start of their event; introduce yourself, provide your contact information, and establish yourself as their on-site resource
▸ Monitor noise bleed between adjacent meeting rooms — concurrent events in connected or nearby spaces must not disrupt one another
▸ Confirm that meeting room breaks (coffee service, lunch, afternoon refreshes) are executed on the exact schedule outlined in the BEO — groups notice when timing slips
▸ After each meeting concludes, confirm the room is cleaned, reset, and ready for the next group — a room that looks lived-in when the next client walks in is an immediate credibility loss
LOBBY STANDARDS — CLASS, COMFORT, CARE & FUNCTIONALITY
The lobby is where your property's identity is either confirmed or contradicted. It must embody four qualities at all times:
Class: Every visible element — furniture condition, artwork, floral arrangements, lighting temperature, staff presentation — should communicate that this is a property that takes itself seriously. Nothing should look worn, careless, or like an afterthought.
Comfort: Guests should feel at ease the moment they enter. Seating should be available and inviting, temperature should be appropriate, and the atmosphere should signal that this is a place to relax — not rush through.
Care: The lobby communicates whether the people running this property actually care. Scuff marks on walls, a wilting plant, a flickering light, or a trash can that's never emptied — these details say everything. The MOD notices them and acts.
Functionality: The lobby should work for the guest. Clear wayfinding, accessible check-in, visible staff, and intuitive layout mean that a first-time guest never feels lost or uncertain about where to go.
Non-Negotiable: The lobby is a private, guest-dedicated space. Individuals who are not registered guests or event attendees and who are using the lobby as a lounge, resting area, or gathering space must be addressed — with courtesy, clarity, and firmness. This is not about hostility; it is about protecting the experience of every paying guest on property. The MOD is empowered and expected to handle these situations directly, involving security or local authorities when the situation warrants it.
WHAT GREAT LOOKS LIKE IN THIS ROLE
Pride in Ownership: A great MOD doesn't wait to be asked. They notice what's off, they fix it or delegate it, and they own the outcome. They end every shift knowing the property is in better shape than when they found it.
Guest Intuition: They read a room before a guest says a word. They spot the table that isn't right, the family that looks lost, the event client who seems anxious — and they move toward it with confidence.
Team Multiplier: They make everyone around them better. A word of recognition, a quick redirect, or jumping in to help reset a ballroom — they know that their team's success is their own.
Calm Under Pressure: When things go sideways — and in hospitality, they do — the best MODs slow down internally, communicate clearly, and lead people toward resolution without panic or blame.
QUALIFICATIONS & REQUIREMENTS
▸ Minimum 2–3 years of progressive hospitality experience with supervisory or leadership responsibility
▸ Familiarity with hotel PMS and event management platforms; Marriott systems knowledge a plus
▸ Demonstrated ability to manage competing priorities simultaneously across departments
▸ Strong written and verbal communication; comfort with difficult conversations, service recovery, and de-escalation
▸ Availability to work evenings, weekends, and holidays as business demands
▸ CPR/AED certification preferred; TIPS or responsible alcohol service training required (or willingness to obtain)
▸ A genuine pride in hospitality and a personal standard of excellence that doesn't clock out
Courtyard by Marriott | St. Cloud, MInnesota | A Lamont Companies Property
Pay: $20.00 - $22.00 per hour
Benefits:
Work Location: In person
