What Makes a Great Emergency Action Plan (EAP)?

Paul Wind
Jun 4
3 min read

Laying the Groundwork for Response, Recovery, and Resilience

Series: “Emergency Action Planning in Hotels: Preparedness That Protects”

Every hotel has policies for daily operations—but when disaster strikes, it’s your Emergency Action Plan (EAP) that will determine whether your team acts with chaos or confidence. A great EAP isn't a binder that sits on a shelf; it's a living, functional playbook that empowers staff to respond to emergencies swiftly, effectively, and safely.

In this blog—the third installment in our series—we break down the essential components of an effective EAP for hotels, from clearly defined roles to actionable protocols and community coordination.

1. Establishing the Chain of Command: Who’s in Charge?

In an emergency, clarity of leadership saves lives. One of the most critical elements of a great EAP is a clearly defined chain of command that outlines:

Primary and secondary leaders for each shift and department
Delegation of authority if senior leaders are offsite or unavailable
Decision-making protocols for evacuation, shelter-in-place, or lockdown
Communication hierarchy so information flows quickly and accurately

🌟 Best Practice: Use an Incident Command System (ICS) approach to structure roles and ensure consistent terminology across departments.

2. Defined Roles and Responsibilities: Everyone Has a Job

A great EAP assigns role-specific responsibilities so every staff member—from housekeeping to general management—knows what to do.

Front Desk: Communicate with guests, provide evacuation instructions, manage checklists
Engineering/Maintenance: Shut down systems, secure utilities, assist emergency personnel
Security: Coordinate evacuation, lock down access points, escort emergency responders
Housekeeping and F&B: Account for guests, secure sensitive areas, support with supplies
Leadership: Make strategic decisions, activate the plan, liaise with outside agencies

🧩 Key Insight: Each team member should understand their tasks before an emergency—this comes through training and drills, not improvisation.

3. Evacuation, Shelter, and Lockdown Protocols: Planning the Moves

Depending on the emergency, your EAP must include protocols for:

Evacuation:
- Clearly marked exit routes and stairwells
- Assembly areas (with weather considerations)
- Guest accountability systems
- Transportation or relocation procedures for long-term evacuations
Shelter-in-Place:
- Safe internal zones for storms or civil unrest
- Communication systems to keep staff and guests informed
- Provisions for water, food, and medical needs
Lockdown:
- Securing guest room floors and common areas
- Deactivation of electronic access points
- Coordination with law enforcement

🗺️ Quick Tip: Include floor-specific diagrams and signage audits to ensure your plan aligns with actual building layouts.

4. Communication: Clear, Fast, and Multilingual

Communication is the lifeline of emergency response. Your EAP should include:

Emergency notification systems (text, call trees, PA systems)
Guest communication templates in multiple languages
Scripts for front desk and phone staff during various incidents
Internal radios or apps for back-of-house coordination

📣 Pro Tip: Use mobile-based alert systems to reach staff quickly—even when they’re offsite.

5. Coordination with Local Responders: You’re Not Alone

Your hotel isn’t an island. The best EAPs are built in collaboration with local emergency services, including:

Police and Fire Departments: Share floor plans and emergency contact lists in advance
EMS: Coordinate access points and triage locations
Public Health Officials: Ensure alignment on pandemic or contamination response
Disaster Relief Organizations: Pre-plan shelter use, transportation, and donations

🤝 Strategy: Schedule annual walkthroughs or tabletop exercises with local responders to build familiarity and trust.

6. Accounting for All Guests—Including Vulnerable Populations

Your plan should also include procedures to:

Assist guests with disabilities or mobility challenges
Identify unaccompanied minors or non-English speakers
Track room occupancy in real-time using your PMS (Property Management System)

🎯 Bottom Line: No one gets left behind. Your team should be trained to spot and support vulnerable individuals during a crisis.

The Foundation of Hotel Safety

A great EAP doesn’t guarantee that emergencies won’t happen—but it ensures that your hotel is ready when they do.From the front desk to the executive suite, every role has a part to play, and every second matters.

At B1C Solutions, we help hotels develop custom Emergency Action Plans that align with brand standards, local laws, and the unique risks of your property. We also train your team to execute those plans with clarity and confidence.