An escalation process should tell staff who to contact for different incidents. Keep emergency services separate from operational support and make the process easy to find.
A practical approach
- List roles and contact routes.
- State which issues need immediate escalation.
- Review coverage when staff or suppliers change.
An example to consider
A cleaner discovering a major water leak should not have to work through an old group chat to find the right decision-maker. Use a current, accessible escalation list.
What to track
Test contact accuracy and record unresolved handoff problems.
Part of the Marbella Hospitality practical-note collection. About this collection.