In an emergency, reception becomes the hotel's control point. You may call the emergency services, print the in-house list of guests and help managers count everyone at the assembly point. Procedures differ by building and country, so learn your hotel's plan and local rules early.
Why it matters
The desk knows who is in the building and who needs help. A calm receptionist helps everyone get out safely.
Key ideas
In-house list
A PMS printout of every occupied room and its guests. Managers use it to check who may still be inside.
Guests needing assistance
Some guests cannot manage stairs or may not hear an alarm. Many hotels note this at check-in so rescuers know which rooms to check.
Emergency pack
A grab bag with a torch, a high-visibility vest, a first aid kit and emergency numbers. Check it regularly.
Step by step
- 1
Stay calm and follow your hotel's alarm procedure.
- 2
Call the emergency services if reception is responsible for this.
- 3
Print the in-house list and take the emergency pack.
- 4
Direct guests to the exits and away from the lifts.
- 5
At the assembly point, give the list to the person in charge and name any guests needing help.
Do
- Keep emergency numbers clearly visible at the desk.
- Keep a current in-house list ready at night in case the system fails.
- Ask to be trained on reading the fire alarm panel.
Common mistakes
- Don't treat an alarm as false unless you are told it is.
- Don't let guests use the lifts during a fire.
- Don't go back inside for anything.
The situation
At 2 am, a guest phones reception: their partner has chest pain and is struggling to breathe.
What a professional does
You take the room number and call the emergency services immediately. You send a first aider with the first aid kit, and a defibrillator if the hotel has one. A colleague holds a lift and meets the paramedics at the entrance.
Useful phrases
“Which room are you in? Help is on the way.”
“Please leave by the nearest stairs. Do not use the lifts.”
Pro tip
Walk the route from reception to the assembly point in your first week.
Quick check
Why do you take the in-house list to the assembly point?
Think about it, then show the answer
It shows which rooms are occupied, so managers can check who may still be inside.