Hotel Emergency Standard Operating Procedure (SOP) for Storms & Tornadoes

How prepared is your hotel and does it follow any clearly defined emergency procedures?

1. Pre-Storm Preparation

A. Monitoring & Communication

• Designate a Storm Response Team (SRT) to monitor weather updates (e.g., NOAA, National Weather Service).
• Establish a communication protocol using hotel intercoms, in-room systems, and mobile apps for emergency alerts.
• Inform all staff of their roles via briefing and provide quick reference guides for procedures.

B. Guest Communication & Information

• Issue pre-storm notices in common areas, guest rooms, and digital platforms (hotel app, email).
• Share multilingual emergency instructions for international guests.
• Identify and document guests requiring special assistance (elderly, disabled, families with children).

C. Supply & Resource Readiness

• Prepare emergency kits on each floor containing:
  • Flashlights & spare batteries
  • First aid kits
  • Bottled water & non-perishable snacks
  • Emergency blankets
  • Battery-powered radios
• Ensure backup generators are functional and adequately fueled.
• Secure outdoor furniture, signage, and other loose objects.

D. Safe Zone Identification

• Designate and mark storm-safe areas:
  • Basements
  • Interior hallways without windows
  • Meeting rooms on lower floors
• Post evacuation maps and safe zone guides throughout the hotel.

2. During the Storm

A. Guest & Staff Safety Management

• Direct guests to designated safe zones promptly.
• Ensure elevators are powered down to prevent entrapment.
• Restrict guest access to outdoor areas and non-secure zones.

B. Communication & Reassurance

• Provide regular weather updates through public address systems and hotel apps.
• Calm and reassure guests by maintaining a professional and composed demeanor.
• Assign staff to check on vulnerable guests and provide assistance as needed.

C. Security & Access Control

• Lock down non-essential entrances and exits to maintain guest security.
• Increase security patrols to manage guest movement and enforce safety measures.

D. Essential Services Continuity

• Ensure the availability of emergency lighting in public spaces and stairwells.
• Offer basic amenities (food, water, blankets) in safe zones.
• Maintain medical assistance availability with trained staff on standby.

3. Post-Storm Recovery & Guest Support

A. Safety & Damage Assessment

• Conduct structural inspections for damage before allowing guests to return to their rooms.
• Verify electrical, plumbing, and gas systems are safe and operational.

B. Guest Assistance & Comfort

• Provide communication support (free calls, Wi-Fi, device charging) for guests to contact family.
• Assist with travel rebooking and arrange alternative accommodations if needed.
• Continue to offer food, water, and medical support as recovery progresses.

C. Staff Support & Debriefing

• Conduct post-event staff check-ins to ensure physical and emotional well-being.
• Hold a post-storm debrief to identify areas for procedural improvement.
• Update SOP documentation to reflect lessons learned.

4. Guest Emergency Response Script for Staff

A. Pre-Storm Announcement “Good [morning/afternoon/evening], this is a message from hotel management. Due to severe weather conditions, we are implementing safety measures to protect our guests and staff. Please remain indoors and follow instructions provided in your room or by our team. For your safety, we are designating storm-safe areas located at [list safe zones]. Our team is available to assist—please dial [extension] for immediate help. Thank you for your cooperation.”

B. During the Storm “Attention all guests, the storm is currently active. Please remain in your designated safe zone away from windows and external doors. We are here to assist you—if you require immediate help, please contact [extension]. We will continue to provide updates as the situation evolves. Your safety is our priority.”

C. Post-Storm Assistance “The severe weather has passed, and we are conducting safety inspections. Please remain in your current location until we confirm all areas are secure. If you need assistance or wish to contact family, we have provided communication stations. Thank you for your patience and cooperation.”