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Mobile-First Emergency Preparedness Is the Future of Guest and Staff Protection – Image Credit Smart Hotel Manager
The hospitality industry is many things – but it is rarely, if ever, quick to adopt new technology. Part of this reluctance to modernize could be due to the fact that hospitality is ultimately rooted in tradition, which may permeate a certain “we’ve always done it this way” mindset. A larger part of this, however, is simply the fact that hotels are often behemoth operations with many moving parts, multiple stakeholders, and an ever-changing team. Through this lens, hotel brands might view the adoption of new tech or processes not as an opportunity to evolve and enhance, but as an operational headache and cost that could be more of a burden than a benefit.
The truth, though, is this: if you want to survive, you must adapt – and you can’t adapt if you’re still needlessly clinging to legacy technology and processes that are no longer equipped to service our industry while we service our guests. Rather than pondering the cost of modernization, hoteliers should consider the cost of complacency. This proves to be especially true when we consider a (far too often) overlooked aspect of hospitality: emergency preparedness.
Years spent in the world of oil and gas as well as hospitality have taught me that true excellence isn’t measured by the absence of problems; rather, it’s defined by how we prepare for and rise to meet those moments. In today’s fast-moving world, our guests expect not just comfort, but confidence that their well-being will never be left to chance. And leaders in this space know that no one receives an award for inaction, especially when the stakes are as high as the safety of our guests and staff.
From severe weather events and unexpected medical incidents to the alarming rise of workplace violence and active shooter scenarios, the spectrum of emergencies in the world of hospitality continues to widen. If we’re honest, it’s not a matter of if, but when we will be tested. The question is — will your hotel be ready?
“Good Enough” Is No Longer Enough
According to the U.S. Fire Administration, hotels and motels across the US experience approximately 3,900 fires each year, resulting in an estimated 15 deaths, 100 injuries, and $100 million in property losses. Similarly, insured losses from January’s California wildfires are projected to hit $75 billion with property losses alone expected to be in the $30 billion to $50 billion range. What’s more, new data from Nasa has revealed that extreme events are becoming more frequent, longer-lasting and more severe, with last year’s figures reaching twice that of the 2003-2020 average. At the same time, in a 2024 report published in the Journal of Business and Economics Research, 70% of travelers surveyed noted that visible health and safety measures positively impact their comfort and trust.
It may be tempting to believe that legacy systems and outdated protocols will suffice in an emergency, and that an incident is unlikely in a property that’s “never encountered a problem” before. But let me reiterate the kernel of wisdom that has surely been bestowed upon most of us at some point in our lives: you don’t think it could happen to you, until it happens to you.
Guests and staff are more informed and more demanding than ever before, and in a world where safety incidents can spiral in minutes — and spread online in seconds — being “good enough” is simply not good enough.
The Mobile-First Imperative: Breaking Down Barriers to a Safer Future
If you ask me, in this landscape, a mobile-first emergency preparedness solution is not a nice-to-have… it’s mission-critical. Why? Because every second counts in a crisis, and hospitality staff deserve (and absolutely need) the support of tools that empower action and provide instant, intuitive support.
With mobile-first technology, safety is no longer siloed (or confined to a dusty, long-forgotten binder or protocols). This shift unlocks a powerful set of capabilities that transform the way teams respond and protect, including:
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The ability to send silent alerts without escalating panic or drawing unwanted attention
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Step-by-step, scenario-based simulation training that ensures staff members are familiar with protocols and confident in their ability to execute when a real crisis occurs
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Real-time support (including audio guidance and GPS-location tracking) to guide effective, in-the-moment decision-making
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Embedded de-escalation protocols and post-incident wellness resources empower teams to protect not just guests, but themselves, in ways that foster loyalty and resilience
This isn’t about automation replacing human talent or ditching the binder entirely — it’s about amplifying traditional protocols and human judgment with real-time information and support.
Don’t Wait for a Headline to Remind you What’s Truly at Stake
It might feel like there is never a perfect time to modernize. But there is always a right time, and that time is now. Leadership in hospitality means making the tough decisions before an incident or tragedy forces our hand. Waiting for awards, mandates, or industry trends to dictate emergency preparedness can be a costly gamble. Even in the absence of any crisis, waiting to prioritize guest and staff safety may leave your property lagging behind, while competitors surge ahead by putting preparedness front and center.
Modernizing safety protocols with proven, scalable technology isn’t just protecting people; it’s securing your brand reputation and bottom line, and I have seen firsthand that the most respected properties are those willing to act — not just react. They set new standards and inspire confidence among guests, staff, and investors alike, which helps to secure their brand reputation and their bottom line.
Mobile-first emergency preparedness is no longer the future. It is the present reality of responsible, competitive hospitality brands who have stopped asking “What if?”, and have instead set out to answer: “How ready are we?”
About the Author
Vanessa G. Osbourne is the Founder and CEO of Smart Emergency Solutions LLC, where she leads the development of innovative safety technologies for the hospitality industry. A recognized problem-solving expert, Vanessa previously served as Senior Manager of Technology Enterprise Data Architecture at Shell, where her safety protocols helped prevent chemical incidents and resulted in a daily operational value savings of $3M.
With 15+ years of leadership experience at global organizations including Baker Hughes and Hewlett-Packard, Vanessa brings exceptional technical expertise to hospitality safety challenges. Her contributions have earned multiple recognitions, including the Failure Analysis-Problem Solver Achievement Award, a top Lean Practitioner, and the Black Engineer Excellence Award.
Vanessa holds an engineering degree from Oakland University, a master’s from Dallas Theological Seminary, and certifications as an AWS Solutions Architect and Six Sigma Lean Professional. She serves on the board of the Lanterns for Light Foundation and actively mentors women in the technology sector.
Her flagship innovation, Smart Hotel Manager, transforms hotel emergency preparedness through purpose-built technology developed in collaboration with industry leaders.
