Front Desk Emergency Response

Purpose

To ensure the Front Desk responds quickly, calmly and correctly during emergencies such as fire, medical incidents and security threats.

Scope

Applies to all Front Office staff and covers emergency communication, guest assistance and coordination with emergency services.

Responsibility

Duty Manager acts as the emergency coordinator; Front Desk Associates communicate and assist; Security leads the evacuation.

Detailed procedure

1. Stay calm, identify the type and location of the emergency and alert the Duty Manager and Security.
2. Call the emergency contact numbers listed in the property’s approved emergency plan.
3. Announce evacuations only as instructed by the approved plan and do not use lifts during a fire.
4. Print the in-house guest list and the master key to support the evacuation.
5. Direct guests to the assembly point and assist those who need help.
6. Take a headcount of guests and staff at the assembly point and report to the emergency services.
7. Allow re-entry only when authorised, then record the incident and review actions taken.

Standards and guidelines

• Emergency contact list is displayed at the Front Desk.
• All staff attend emergency drills at least twice a year.
• First aid kit and torch are checked monthly.
• Local law and approved property procedures always take precedence.

Required records and documentation

• Incident report form
• Guest evacuation list
• Drill record
• Emergency contact list

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