MOD Daily Flow & SOP
Everything you need to lead your shift as Manager on Duty — from ground rules and shift structure to the complete task list and leadership FAQs.
What is the Manager on Duty?
At PALOMA, the Manager on Duty (MOD) is a designated leadership role assigned during operational hours to ensure that every touchpoint of the Guest and Associate experience reflects our brand standards, values, and excellence.
"The MOD is the heartbeat of the floor — a visible, supportive, and proactive presence, ensuring everything flows smoothly, safely, and beautifully. This role is not just about supervision — it's about owning the moment and leading the building's energy."
Why is the MOD Essential?
Leadership Presence
Sets the tone for the day — calm, confident, and grounded. Presence matters most at Front Desk & Retail, Break Room (especially during turnover), Spa Vestibule, Spa Corridor, Dome, and Sauna.
Operational Flow
Ensures the entire team — experience guides, coordinators, service providers, and dome instructors — moves in sync.
Reading the Energy
Beyond tasks, the MOD tunes into the emotional pulse of the space. Senses when energy shifts and responds with empathy and action.
Guest Experience
A calm, capable touchpoint — ready to respond to needs or surprises so every Guest feels seen, supported, and valued.
Safety & Accountability
Ensures the right people are in the right places, doing the right things. Coaches, course-corrects, and leads by example.
Ground Rules
Presence Over Paperwork
"The floor is your office." MODs are never in the office. Fully present in key spaces:
- Front Desk — observe and assist
- Retail Space — engage Guests, uphold merchandising
- Break Room — connect with Associates, boost morale
- Spa Vestibule — ensure healers are in sync
Know Where Everyone Is
MODs are expected to know the whereabouts and status of all Associates during their shift — who is on break, who is with Guests, and who may need support.
Insanely Curious
Ask questions, listen deeply, and understand what's working and what's not before it becomes a problem.
- Are Guests waiting too long?
- Is music too loud?
- What's the team dynamic in the break room?
Accountability for Everything
As MOD, you are accountable for everything happening in the building during your segment. This doesn't mean doing everything — it means owning outcomes, mobilizing the right people, and resolving issues swiftly. Lead with integrity, take initiative, and permanently close the loop.
MOD Shift Schedule
The MOD Shift Structure outlines the scheduled coverage for Leadership presence throughout each day of the week. It ensures that a Manager on Duty is present during key operational windows.
- Morning MOD — sets the tone and prepares the day
- Midday MOD — maintains energy and responds to peak periods
- Closing MOD — ensures smooth transitions, end-of-day standards, and handoffs
| Day | Morning MOD | Midday MOD | Closing MOD |
|---|---|---|---|
| Saturday | 8:30–2 | 2–6 | — |
| Sunday | 8:30–2 | 2–6 | — |
| Monday | 9–1 | 1–8 | — |
| Tuesday | 9–1 | 1–8 | — |
| Wednesday | 8:30–12:30 | 12:30–8 | — |
| Thursday | 8:30–12 | 12–8 | — |
| Friday | 8:30–1 | 1–3:30 | 3:30–8 |
Master Task List
The MOD Master Task List lives on Sling and outlines the essential responsibilities for each shift. MODs should review this list at the start of their shift and check off items as they are completed.
"Think of it as your real-time roadmap for leading the day."
8:30–9:30am
- Validate staffing coverage for check-ins, check-outs, at peak hours (any break conflicts?)
- Review transitions on DAG — address vestibule bottleneck
- Confirm group appointments, spa journeys, and private event readiness
- Identify downtime for the Coordinator and clearly label tasks on the Coordinator board
- Review Sling chat room conversation and follow-ups
- Info Email: Identify Guest Inquiries for EG's to respond to Guests; review any complaints to respond to Management responds only
- Review EOD of day prior and create action list
- Send Team Shoutout for Happy Guests, Birthdays, or Anniversaries
All Zones
- Cash Wrap + Packaging Supplies
- Beverage Station
- Spa Corridor: Lighting, Rugs + Curtains
- Treatment Room: Mirrors, Entry Table, Massage Nook, Bed Set-up
- Sauna Treatment Room: Mirrors, Entry Table, Sauna Base Panel, Berkey
- Main Hallway: Rugs, Dust Bunnies, Lighting
- Bathroom: Toilet Paper, Mirrors, Candle Warmer
- Dome: Confirm set-up based on services for the day
- Break Room: Laundry, Counter Tops, Fridge
- Front Parking Lot Trash
Brief each team group before the day begins:
- Experience Coordinators
- Experience Guides
- Service Providers
- Private Event Host
- Dome Instructors
Check-ins at 1:00p and 3:00p
- Sling chat room follow-ups
- Info Email: Guest Inquiries (EG can respond), Guest Complaints See protocol — management responds only
- Review Retail Stats Captured in MOD Closeout Doc
- Reinforce Retail Behaviors See protocol
- Cash Wrap and Beverage Station
- Break Room: laundry and dishwasher check
- Dome: varies based on services
- Bathroom: trash and toilet paper
- Validate if there are 2 or more attendees to keep class
- Confirm class set-up is aligned with Guest enrollment
- Notify instructor of any changes
- Vibe Check and Task Progress (EG, EC Protocol)
- Validate breaks on playbook are running on time
- Review DAAG or Appointment Book Updates
- Check EOD Summary Progress
Transitioning the space from light to dark:
- Upfront lighting is dimmed (overhead lights)
- Main Hallway lights are dimmed and arches glow
- Scent check
- Bathroom scent check
- Treatment Room closeout
- A/V & Maintenance Closet
- Office
- Clear instruction for AM dome set-up
- Retail & Backbar boxes neatly stacked in closet
- Task Progress Check-in with PM Coordinators
- Task Progress Check-in with PM Guides
- DAAG or Appointment Book Updates
- Check EOD Summary Progress
- Communicate any final updates or reminders
MOD Close-out & Hand-off
Pass the torch to the next MOD
- Log performance and finale notes on Google sheet
- Communicate team's current tasks and progress
"The MOD Entry and Closeout Form is your leadership footprint for the day. It ensures the next MOD begins informed, empowered, and ahead — not starting from scratch."
MOD Entry Includes
- Date & shift time
- MOD name
- Incoming MOD
- Notable focus areas or events for the day
- Initial observations (energy, staffing, guest flow)
Frequently Asked Questions
Through:
- Micro-moments of care and leadership
- Being visible and available
- Uplifting energy
- Catching things before they become issues
- Celebrating your team and solving with compassion
Great MODs read the moment. Step in when the energy feels off, a Guest needs support, or an Associate seems overwhelmed. Step back when things are flowing, but remain observant. Leadership doesn't always mean action — it often means presence. Avoid all "department tasks" during MOD shifts.
Stay grounded. Respond with clarity and kindness. "Here's why I'm making this call right now…" reinforces leadership presence while inviting mutual respect. If the issue continues, loop in your manager. Remember: "The power of WHY."
Don't take it personally. Ask yourself: Is the peer they're going to more familiar with the issue? Is there a pattern of bypassing leadership — or just a one-off? Then gently reinforce your role: "I'd love to be looped in first, so I can support the flow from a leadership lens." Keep your tone warm, not defensive. The goal is not control — it's trust and clarity.
Prioritize visibility. Stay in open spaces (front desk, retail, vestibule) and delegate where appropriate. You don't need to solve everything alone — just make sure the right things get addressed and follow up afterward.
Own the question. Say: "Great question. Let me find out and get right back to you." Then follow through. As MOD, you're not expected to know everything, but you are expected to close loops quickly.
It's the overall vibe of the building — how people feel, how Guests are moving through the space, the tone in the break room, the level of ease or tension. You'll feel it if you're present and paying attention. If it feels "off," it probably is.
Keep it light and direct. Example: "Let's refresh this area together — it's the first thing Guests see." Or, "Hey, let's remember to stay off phones in front-of-house." Your tone matters more than your words — lead with kindness, not critique.
Step into the break room for 2 minutes. Breathe. Reset. Then ask yourself: "What matters most right now?" That question will help you focus and simplify your next move. Don't hesitate to ask another Leader for support.
Stay calm, grounded, and present. Listen more than you speak. If appropriate, pull the person aside privately: offer support, ask clarifying questions, involve another Leader if needed. If it's a Guest issue, follow the "listen – empathize – resolve – follow up" rhythm.
Redirect with purpose and clarity:
- "I would like you to reset, refresh, or prepare for the next wave of Guests."
- "I would like you to pull up information about the following retail brands and learn about them."
- "Please check the break room and make sure it's tidy and reset."
- "Let's walk the retail floor together and look for anything that needs love."
Guide with confidence and keep associates engaged in brand-aligned, purposeful tasks.