During business hours and peak times, most hotels have a Manager on Duty (MOD) to handle facility issues, guest relations, crisis intervention, security, medical emergencies, etc. and usually it is the General Manager (GM) who serves in that role.  Since a GM cannot work seven days a week, 24 hours a day, most hotels rely on a team of mid-level managers and executives who serve as an �acting MOD� during evening hours or weekends. 

At a typical hotel, each month a rotating calendar assigns an acting MOD to cover dates and times which the GM is not available.  Yet this scenario leaves much to be desired.  More often than not, the acting MOD has not had specific training in conflict resolution, crisis intervention or guest safety.  Therefore in instances where a situation arises out of the area of expertise of the acting MOD, the GM would need to be paged for assistance.  This only serves to elevate the frustration level of the parties involved and delays response time significantly.
 

Realizing that management continuity is integral in any smoothly run organization and wanting to provide a higher level of safety and security for their guests, Del Lago Resort developed a unique MOD program in order to maintain continual leadership throughout the organization.  Instead of the standard practice of utilizing department managers to fill-in during the non-peak times, the Del Lago Resort program adds a new level to the organizational structure -- a team of specialized and highly trained personnel that serve only as MOD.

Del Lago Resort 600 Del Lago Blvd Montgomery, Texas

An extension of the GM

A full-fledged member of the management team, the MOD serves as an extension of the GM and executive committee, providing coverage during off peak times, supported by trained security officers, and ensuring that a trained MOD professional is available 24 hours a day, seven days a week.  As a member of the management team, the MOD is directly responsible for the Loss Prevention Department.  Although they do not head the other departments at the facility, they do monitor daily activities all across the property.  Since they work so closely with the other departments, when problems arise the MOD is already acquainted with the operation and poised to help the staff overcome the situation. 

Unique to Del Lago Resort�s program, every MOD is a full-time off-duty Houston firefighter trained in crisis management, employee conflict, guest resolution, security, high-rise safety and first aid.  Additionally, Del Lago Resort�s Director of Security is a retired Houston firefighter.  As professional firefighters, every Del Lago Resort MOD has first-hand experience with crisis, conflict management and emergency medical procedures.  By training firefighters in hospitality industry management, Del Lago Resort has created the perfect MOD. 

The MOD is the First Responder in the case of medical emergencies.  When a guest is reported sick or injured the MOD responds with an Automatic Defibrillator (AED), oxygen and first aid supplies.  Each MOD is an experienced EMS provider and carries an EMS designation of First Responder, EMT or Paramedic therefore they are trained to render aid up until the arrival of the ambulance service.  The MOD�s level of medical training is a strong selling point.  Management sits secure knowing that cool heads will prevail regardless of the level of crisis, meeting planners feel comfortable knowing that their clients have access to trained medical personnel and leisure travelers appreciate that they get the same level of service on the weekends and holidays.

Jack of all trades

An effective MOD is the �go to� person within the organization, both internally and externally.  When disgruntled, guests are seldom satisfied with speaking with lower level employees. The successful MOD has been trained specially to handle all types of guest problems or complaints and has the authority to address many of these situations on the spot.  After every conflict resolution, a Del Lago Resort MOD writes a full report for the executive committee, the GM and the department head from which the conflict arose.  Each problem is identified with a cause determination, a suggested solution and a record of any action taken. 

At Del Lago Resort, the MOD also serves as a resource for employees.  Since the MOD is a non-biased third party, many employees feel more comfortable bringing a concern or complaint to their attention.  The MOD can mitigate employee conflicts before they get out of hand, therefore the MOD protects the hotel by insuring fair and equitable treatment between employees.  Department and line managers often use the MOD as a witness during employee consultations.  As a witness, the MOD protects both the rights of the employee and the integrity of the manager and hotel.  The MOD serves to bridge the communication gap between staff and management, client and facility and brings the departments together to find the best solution.

When everything is running smoothly the MOD�s main responsibility is to watch and observe.  Sometimes they will meet and greet meeting professionals, VIP�s and other significant guests, conduct spot room inspections, double check conference set-ups or check the property for potential hazards.

Implementing a successful MOD program

As hotels begin to reposition their MOD strategies, it is important to consider that a strong MOD must be able to make sound judgments rapidly with minimal information when necessary.  There are three key factors in developing this attribute of decisiveness: 

1. A thorough understanding of policies, procedures and disaster plans 
2. An awareness of in-house occupancy, scheduled functions and activities 
3. Critical incident experience 

Communication is vital

In order for a MOD to be utilized to the fullest extent possible, they need to become an integral part of the management team.  Every large organization struggles with inter-departmental communication, yet communication of each department�s goals, upcoming plans and strategies are vital to the success of the program.   In order to combat this problem, Del Lago Resort conducts regular staff meetings to ensure that all departments, MODs included, are knowledgeable of all current hotel programs and strategies. 

Making the commitment to develop a full-fledged MOD safety and security program takes tenacity, financial resources and executive support.  But the added benefit of knowing that the hotel is well-equipped to handle any emergency, regardless of the hour or day, is a value-add that few can afford to ignore. 

Del Lago Resort is managed and operated by Benchmark Hospitality, an 
international hospitality management company based in The Woodlands, 
Texas, operates luxury resorts, hotels, and conference centers throughout 
the United States, in Canada, Japan, and Southeast Asia.  For locations of 
Benchmark Hospitality properties and for additional information, visit 
Benchmark's Web site at www.benchmarkhospitality.com.