Alam mo ‘yung feeling pag biglang lumindol habang may nagche-check in? 😳
‘Yung tipong kalma ka pa sa simula kasi akala mo may dumaan lang na truck sa labas…
Pero nung nakita mong gumagalaw na ‘yung chandelier sa lobby —
Ay, iba ‘to.
If you’ve ever been at the front desk during an earthquake, you know that half-second of panic na parang gusto mo rin tumakbo palabas, pero hindi pwede kasi frontliner ka eh.
Welcome to the real front desk life — kung saan hindi lang tayo taga-smile at taga-check-in.
We’re also the face of calm when everything else feels shaky. Literally.
So today, pag-usapan natin,
👉 What every front desk staff should do during an earthquake.
Not the boring manual style, ha.
This is the Frontdesk Mastery version — real talk, Taglish, and based on what actually happens on the floor.
First Things First — Kalma ka lang, bes.
Alam ko, easier said than done.
Pero tandaan mo, the moment guests see ikaw na kalmado, they’ll follow your energy.
Kung ikaw ‘yung unang sumigaw ng “Ayyy! Lumilindol!” — congrats, automatic panic generator ka. 😂
Instead, take a deep breath.
Ground yourself.
Remind your brain, “Okay, we trained for this. I got this.”
Front desk rule #1: Ikaw ang tone-setter ng lobby.
Pag ikaw kalmado, kahit may gumagalaw na potted plant sa gilid, guests will think, “Okay lang ‘to, safe tayo.”
Step 1 — Stay Where You Are (If Safe), Pero Think Fast
Kapag nasa lobby or reception area ka, don’t run outside immediately.
Assess muna.
Tingnan mo kung,
- May malalaglag (like lights, decors, hanging signs)
- May glass walls or chandeliers na delikado
- May guests near unstable objects
Kung safe pa sa desk mo, duck and cover.
Kung delikado, move calmly to a safer area — not sprint, ha, move calmly.
Remember, Guests will mirror your actions.
If you panic, they panic.
If you move with purpose, they’ll trust you.
Step 2 — Prioritize Guest Safety Over Procedures
Yes, SOPs are important…
Pero during a quake, it’s not about the system — it’s about safety.
Guests will look at you like: “Miss, anong gagawin namin?!”
At doon papasok ang front desk charm mo.
Sabihin mo lang in a calm tone:
“Sir, Ma’am, please stay calm. Let’s move away from the glass walls. Dito po tayo, safe area muna tayo.”
Simple. Clear. Human.
Hindi kailangan ng fancy English or robotic tone.
Just sound confident and reassuring — like you actually care (which you do).
Step 3 — Communicate Clearly and Kindly
Ito na ‘yung moment na lalabas ang communication skills ng totoong front desk pro.
Habang may aftershocks or habang nagpa-panic ang ibang guests,
ikaw dapat ‘yung anchor of information.
Talk slowly.
Avoid saying “Grabe!” or “Ang lakas!” kahit gusto mong sigaw ‘yun sa loob mo. 😂
Sabihin mo instead:
“We’re safe for now, sir/ma’am. Please stay with us here until it stops.”
Pag may foreign guests:
“Please stay calm, it’s safer here. The hotel is earthquake-ready.”
See the difference?
You’re not just giving info — you’re giving emotional security.
And that, my friend, is the art of hospitality under pressure.
Step 4 — After the Shake, Check-In on People (Not Just Systems)
Once the ground stops moving, resist the urge na bumalik agad sa computer.
Guests first, system later.
Check kung may nasaktan, nahilo, or sobrang natakot.
Minsan kahit walang injury, may emotional aftershock pa rin — lalo na sa guests na first time sa Pilipinas.
Pwede mong sabihin:
“Are you okay, sir/ma’am? We’ll wait for the manager’s go signal before returning to rooms.”
Small gestures like that go a long way.
Kasi minsan, the best “guest service” is just presence and empathy.
Step 5 — Coordinate with Security and Engineering
After confirming na safe na ang lobby at guests, update your Security or Duty Manager.
Huwag ka ring mahiya magtanong ng status updates.
Ang usual flow,
- Engineering checks for structural issues
- Security handles crowd movement
- Housekeeping checks hallways for debris
- Front desk communicates updates to guests
Ang role mo: messenger of calm.
I remember once, may guest na super praning after the quake.
He kept asking,
“Are we safe? Should I check out now?”
I just smiled and said,
“Sir, you’re in good hands. The hotel has trained staff and a safety protocol for situations like this. We’ll let you know once it’s all clear.”
Boom. Instant relief.
That’s the power of professional reassurance.
By the way — kung gusto mong mahasa pa ‘yung skill mo sa guest communication and complaint handling, check out my eBook 👉 “Guest Complaint Crusher.”
It’s full of real-life scenarios, magic words, and psychology tricks to turn complaints into compliments.
Kasi let’s be honest — sa hotel life, hindi lang lindol ang kailangan mo i-handle. 😂
Step 6 — Document and Debrief
Once everything’s under control, document what happened.
Note the time, guest reactions, damages (if any), and how the situation was handled.
Bakit?
Kasi ito ‘yung mga moments na magiging learning material for future trainings.
Kung may lapses man, at least may record — not to blame, but to improve.
And after your shift, take a moment to breathe.
Grab a coffee.
Process what just happened.
Hindi ka robot.
You just experienced a literal shake-up and still managed to stay composed.
That’s something to be proud of. 🙌
The Mindset of a True Front Desk Pro
Real talk — earthquakes remind us that hospitality isn’t just about smiling and saying “Good evening.”
It’s about being the steady voice when everyone else is scared.
A front desk professional isn’t just trained for check-ins,
they’re trained for calm leadership in chaos.
The goal isn’t perfection.
It’s progress — every experience, good or bad, teaches you how to be better next time.
FAQs – Front Desk Edition
Q1: What if I panic during an earthquake?
Totally normal! Pero remember, guests will mirror you.
Take one deep breath, focus on helping at least one person — it shifts your brain from fear to action.
Q2: Should I evacuate guests right away?
Wait for the Duty Manager or Engineering confirmation first.
Some hotels have quake-resistant structures, so it’s safer to stay put than run outside agad.
Q3: What if may guest na ayaw sumunod sa instruction?
Stay polite but firm.
“Sir, for your safety, please stay here for now.”
Your calm tone can do wonders.
Q4: How do I handle foreign guests who panic?
Use simple English: “Stay calm, sir. It’s safer here.”
Smile, maintain eye contact, and guide them physically to a safe area if needed.
Q5: Should I still assist check-ins after an earthquake?
Only once cleared by management.
Safety first before transactions. Always.
Quick Reminders You’ll Thank Yourself For Later
- Always know where the emergency exits are
- Keep a small flashlight or phone ready
- Familiarize yourself with the hotel’s earthquake SOP
- Keep your composure kit (face towel, water, mint candy 😂) — kasi minsan, stress-sweat is real
- Stay informed. Practice drills.
Because one day, ikaw mismo ang magiging example ng calm leadership sa lobby.
Final Thoughts — Stay Safe, Stay Smart, Stay Human
Being a front desk staff isn’t easy.
We deal with check-ins, complaints, lost luggage, and yes — even earthquakes.
But each challenge shapes you into something rare in this industry,
a calm, confident, people-first professional.
And trust me, guests never forget the staff who made them feel safe when everything was shaking.
So next time the ground moves, don’t just think of SOPs.
Think of leadership.
Think of how you can turn fear into reassurance.
Because that’s what real Frontdesk Mastery looks like. 💪
Want to level up your guest-handling skills even more?
Grab my eBook 👉 “Guest Complaint Crusher” —
your no-BS guide to turning angry guests into loyal fans.
Perfect partner sa mga stressful shifts (at mga mini-earthquakes sa araw-araw na trabaho). 😂
Earthquakes will come and go, pero professionalism mo dapat steady.
Keep calm, lead with heart, and remember,
Hospitality isn’t just service — it’s human connection under pressure.
Stay safe out there, front desk fam. ✨