Manager on Duty Procedure

Purpose

To ensure a senior manager is always responsible for operations and guest issues.

Scope

Applies to all shifts, including weekends and holidays.

Responsibility

Managers rotate duty; the General Manager approves the roster.

Detailed procedure

1. Review the log book and the in-house guest and event lists at the start of duty.
2. Walk the property, checking guest areas, safety and staff presence.
3. Respond to escalations from departments and guests promptly.
4. Approve exceptions within the authority matrix.
5. Record all incidents and decisions in the duty log.
6. Brief the next manager at handover.

Standards and guidelines

• The duty manager is contactable at all times.
• Rounds are completed at least twice per shift.
• Serious incidents are reported to the General Manager immediately.

Required records and documentation

• Manager duty log
• Round checklist
• Handover note

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