Leaders often preach the importance of thinking before you act. When serving guests, that means listening and determining the situational needs before acting. That prevents doing something that was unwanted or unnecessary. But there are other times when employees must act quickly on emergency situations for which they’ve been trained – like in a fire or electrical outage. When a fire alarm goes off, employees must be trained to go to assigned posts, to recite practiced scripts, and provide aid getting everyone to a safe location. Or if a guest is choking and a Heimlich procedure is needed. Or the lights go out and guest checkout must be handled manually. These, and many other kinds of situations occur in every business, making it imperative for management to create a list of emergency situations, define exactly what the policies and practices are related to that type of event, train all employees how to react, and have regular refresher classes. That way, at certain crucial moments, like an emergency or an unplanned opportunity to serve, employees can act first and think later. Be sure to craft that list carefully and explain it fully so that employees know when to act first. Don’t think these kinds of things can’t happen to you – it’s better to be prepared for the unexpected today.
Edmund Valentine White III (1940 –2025): American novelist, memoirist, playwright, biographer, and essayist.
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