Our Standard Escalation Process
Step-by-Step Escalation
Step 1: Initial Contact
- Contact primary point of contact via your preferred channel
- Options include: SMS, email, phone call
- Clear, concise message with guest name, property, and issue
Step 2: Backup Contact (10 minutes)
- If no response within 10 minutes
- Contact your designated backup person
- Same information provided
Step 3: Phone Escalation (20 minutes)
- After 20 total minutes without response
- Call primary contact directly
- Leave detailed voicemail if no answer
- Immediately call backup contact
Step 4: Internal Support
- Alert our shift lead for additional resources
- Shift lead may attempt alternative contact methods
- Ensures broader team awareness of situation
Step 5: Continuous Follow-up
- Continue attempts every 5-10 minutes
- Rotate between primary and backup contacts
- Document all attempts for your records
Step 6: Guest Communication
- Keep guest informed throughout
- Provide realistic timeframes
- Offer temporary solutions when available
- Maintain professional, reassuring tone
Information We Provide
Each escalation includes:
- Guest name and contact information
- Property address and unit number
- Clear description of the issue
- Actions already taken
- What we need from you
- Urgency level
Your Preferences
During onboarding, we'll establish:
- Primary and backup contacts for different times
- Preferred contact methods by severity
- Custom timeframes for your properties
- Special instructions for specific scenarios