Emergency Event Procedure Quiz

Which of the following is not classified as a High Priority Threat?

• Bomb threat

• Power outage

• Suspicious package

• Armed individual

What are examples of High Priority Threats? (Select all that apply)

• Threats to public safety

• Loud music complaints

• Violence towards guests

• Suspicious packages

What is the first thing a call centre agent must do when receiving a threatening call?

• Hang up immediately

• Call the police

• Remain calm and collect critical information

• Alert all team members

What type of information should be collected during the call? (Select all that apply)

• Caller’s exact words

• Background noises

• Caller’s favorite color

• Location mentioned

How should the call centre agent notify the supervisor during the call?

• Shout for help

• Send a written message (chat) or signal

• Put the caller on hold

• End the call and go find them

Who must the Call Centre Supervisor notify first during an escalation?

• The front desk team

• New Zealand Hotel Leadership

• Call Centre Agent

• Housekeeping

What methods should be used to contact NZ leadership during an emergency?

• Email only

• Facebook and WhatsApp

• Phone and text (not email alone)

• Wait until after the shift

What should be included in the emergency communication message?

• Apologies to the guest

• Random facts

• Emergency Communication Template

• Personal opinion

Within how long must the Incident Report be submitted after the event?

• 3 hours

• 24 hours

• 1 hour

• End of week

What is the role of the Call Centre Supervisor during a threat incident?

• Take a break

• Escalate to NZ contacts and manage follow-up

• Call the guest back

• Ignore the situation