Emergency Response Policy
Written by Artyom Meltonyan
Updated at September 2nd, 2025
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PURPOSE
The purpose of this Emergency Response Policy is to establish guidelines and procedures to ensure the safety and well-being of guests, employees, and property in the event of an emergency situation at Deluxe Holiday Homes.
SCOPE
The scope of an Emergency Response Policy encompasses the strategies, procedures, and guidelines that Deluxe Holiday Homes has establish to address and manage emergencies effectively. The primary focus is on ensuring the safety of individuals, protecting property, and minimizing the impact of emergencies on operations.
DEFINATIONs
| Term | Description |
| High-priority issues |
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ROLES AND RESPONSIBILITIES
| Department | Description |
| Reservation Team | Reservation Agents play a pivotal role in the pre- and during-booking process by taking charge of handling all escalations. Their responsibilities extend beyond the initial point of contact, requiring them to meticulously document every escalation encountered. This documentation must be systematically circulated among all relevant team members, fostering a collaborative approach to issue resolution. |
| Guest Support Team | The Guest Support Team plays a central role in the seamless management of guest concerns, demonstrating a commitment to prompt resolution through the implementation of clear and effective escalation protocols, empathetic communication strategies, and timely responses. Tasked with ensuring the highest level of guest satisfaction, |
| Guest Relations Officers | Guest Relations Officers (GROs), serving as the primary point of contact, assume the responsibility of personally addressing guest concerns. In instances requiring the involvement of other departments, it is imperative to ensure clear communication with the Customer Support team. This ensures a seamless coordination process, allowing for the timely and effective resolution of guest concerns. |
| Housekeeping Manager | The Housekeeping Manager is imperative for ensuring the swift resolution of all guest concerns directly tied to the Housekeeping department. Their active involvement is crucial for prompt rectification and maintaining high standards of guest satisfaction. |
| Maintenance Manager | The role of the Maintenance Manager is of utmost importance in guaranteeing the expeditious resolution of any guest concerns that are directly linked to the Maintenance department. Their active and hands-on involvement is critical for the prompt rectification of issues, contributing significantly to the maintenance of exceptionally high standards of guest satisfaction. |
POLICY
It is crucial to have a comprehensive emergency response plan in place to address these potential situations.
- In the event of an emergency, employees are instructed to remain calm and follow the established emergency procedures outlined in their training.
- Upon discovery of an emergency situation, employees must immediately report the incident to the designated emergency response personnel or the management team.
- Guests will be alerted to the emergency situation using the appropriate communication channels, such as alarm systems, public address announcements, or direct communication from staff.
- Employees will assist guests in evacuating the premises safely and orderly, following designated evacuation routes and assembly points.
- Designated employees will be responsible for coordinating with emergency services (e.g., fire department, medical services) and providing them with necessary information and assistance upon their arrival.
Here is a list of possible emergency or high priority situations that could occur during guest stays.
| Response Examples | Description |
| Fire | Electrical malfunction, malfunctioning gas appliance OR a spilled flammable liquid that have or would cause fire. |
| Medical Emergencies | Guests falling ill, Allergic reactions OR Medical emergencies requiring immediate attention. |
| Security/Privacy | Unwanted intruders or access the property in the absence of the guest without the guest being informed. |
| Power Outages | Power shut-off by local authorities OR Electrical issues within the property. |
| Plumbing & Water Issue | Burst pipes, Flooding, Sewage problems. |
| Gas Leak | Malfunctioning gas appliances OR Gas leaks in the property. |
| Structural Damage | Ceiling collapse or damage due to severe structural issue in the property. |
| Accidents and Injuries | Slips, trips, and falls OR Injuries during recreational activities. |
| Technology and Communication Failures | Internet and phone service outages. |
| Loss of Personal Belongings | Theft or misplacement of guest belongings. |
| Cybersecurity Threats | Data breaches or cyberattacks affecting guest information. |
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Communication and Coordination:
- Clear communication channels are established to ensure efficient coordination among relevant departments and personnel in addressing high-priority issues.
- Regular updates are provided to management and affected parties throughout the resolution process to maintain transparency and accountability.
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Escalation Procedures:
- If necessary, high-priority issues that cannot be resolved within the designated timeframe or require additional resources are escalated to higher management levels for further action.
- Management is empowered to make swift decisions and allocate resources as needed to resolve high-priority issues in a timely manner.
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Documentation and Follow-Up:
- All actions taken, communications, and resolutions related to high-priority issues are thoroughly documented in PMS and HubSpot for future reference and analysis.
- Follow-up procedures are established to ensure that the issue has been fully resolved to the guest's satisfaction and to identify any opportunities for improvement in handling similar situations in the future.
Post-Emergency Response
- Following the resolution of the emergency situation, Deluxe Holiday Homes will conduct a thorough review and evaluation of the response procedures to identify areas for improvement.
- Any damages or disruptions caused by the emergency will be promptly addressed, and appropriate measures will be taken to restore normal operations as soon as possible.
Policy Review:
This policy is subject to periodic review and revision to ensure it remains current and effective in managing damages and protecting the integrity of Deluxe Holiday Homes properties.