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