Emergency Procedures

Staff Portal SOP

Emergency Procedures

This page explains how staff should respond to urgent guest, property, safety and after-hours emergencies, including what to action immediately and what must be recorded in Property Stack.

Safety first If there is danger to people or property, escalate immediately and call emergency services where required.
Act, then record Urgent issues are actioned immediately, then documented clearly in Property Stack.
Keep communication calm Guests need clear instructions, reassurance and practical next steps.

Emergency Response Workflow

Use this process whenever an issue is urgent, unsafe, guest-impacting or outside normal operations.

Step 1

Assess Safety

  • Confirm whether anyone is in danger.
  • Ask whether emergency services are needed.
  • Tell the guest to move to a safe location if required.
  • Escalate immediately if there is risk to people or property.
Step 2

Identify the Issue

  • Confirm property name and guest details.
  • Ask for a clear description of what has happened.
  • Request photos or videos where safe to do so.
  • Check whether the guest can remain at the property safely.
Step 3

Escalate Immediately

  • Notify the manager or emergency contact.
  • Contact the appropriate contractor or trade.
  • Use after-hours support if outside office hours.
  • Do not delay guest-impacting action while waiting for admin approval.
Step 4

Create Property Stack Task

  • Create or update a task as soon as practical.
  • Mark it urgent and assign a watcher.
  • Add time reported, source of report and current action.
  • Attach evidence, messages or photos where available.
Step 5

Update the Guest

  • Give the guest clear next steps.
  • Confirm who is attending or what is being arranged.
  • Do not promise refunds or compensation without approval.
  • Keep updates factual and calm.
Step 6

Close the Loop

  • Confirm the emergency has been resolved or stabilised.
  • Update the task with outcome and next steps.
  • Notify owner if required.
  • Leave the task open if follow-up, invoice or inspection is needed.

Emergency Categories

These issues should be treated as urgent and escalated quickly.

Guest Lockout

Guest cannot access the property, lockbox failure, wrong key, smart lock failure or missing access details.

Water or Plumbing

Major leak, blocked toilet, no water, no hot water, burst pipe or water entering the property.

Power or Electrical

No power, exposed wiring, tripping safety switch, smoke alarm issue or electrical safety concern.

Safety or Injury

Guest injury, unsafe stairs, broken glass, structural concern, trip hazard or urgent WHS concern.

Fire, Flood or Storm

Fire risk, flooding, storm damage, fallen trees, roof leaks or weather-related property damage.

Guest Behaviour

Aggressive guests, parties, police attendance, neighbour complaints, unauthorised guests or serious rule breaches.

Emergency Non-Negotiables

  • Call emergency services first if there is immediate danger.
  • Urgent guest-impacting issues must be escalated immediately.
  • All emergency issues must be recorded in Property Stack.
  • Do not promise refunds, relocation or compensation without manager approval.
  • Keep guests updated with clear, calm and practical instructions.
  • Do not close emergency tasks until the issue is resolved or properly handed over.
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