Risk operations
Run an emergency contact drill each quarter
Test the escalation path with a tabletop scenario and fix the number that nobody answered.
Published · 1 minute read
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What to control
- Choose a realistic scenario
- Call the listed contacts in order
- Record the time to a decision
- Fix the gap and retest
Operating context
An emergency plan is a list of numbers until it is tested. A quarterly drill finds the disconnected line, the person on leave, and the policy that nobody remembers.
Choose one scenario: a lockout at night, a water leak, a safety concern, or a guest illness. Keep it plausible and bounded.
A workable routine
Call the contacts in the order the plan lists. Record the time to a human answer and the time to a decision. Do not warn people in advance if the goal is to test the real path.
Debrief with the people involved. Update the contact list, the escalation rule, and the guest message template.
Review and evidence
Schedule the next drill before closing the record. Repeat the same scenario after a change to confirm the fix.
For related operating guidance, review the [turnover handoff brief](/blog/str-turnover-cleaner-handoff-brief) and the [guest response window guide](/blog/str-guest-message-response-windows). The [CISA cybersecurity performance goals](https://www.cisa.gov/cybersecurity-performance-goals) provide public baseline context for access and account controls.