Emergency Preparedness Must Be Continuous and Practical
Early preparation and regular reviews of emergency plans are essential to responding effectively before, during, and after a weather event. For the tourism industry, where the safety and well-being of visitors and employees are top priorities, having clear protocols in place can make the difference between an organized response and an operation facing greater challenges during an emergency.
Meteorologist and journalist Deborah Martorell emphasizes that the lessons learned from Hurricane Maria in September 2017 should remain an integral part of the industry’s preparedness efforts. While revisiting that experience can be difficult, ignoring those lessons increases the risk of repeating past mistakes.
“Maria taught us many lessons, and it is a topic we often prefer not to discuss because it touches a very emotional part of our experience. We all suffered in some way because of Maria, and it is something we would rather leave behind and not have to remember. But if we do not, then we are vulnerable to making the same mistakes again,” said Martorell.
For that reason, she recommends using those experiences to periodically review emergency plans and ensure that every member of an organization understands their responsibilities.
Communication: An Essential Element
One of the first components of any emergency plan should be communication. Martorell recommends determining in advance who will be responsible for receiving information, who will make decisions, and how messages will be communicated throughout the organization.
A pyramid-style communication structure can help avoid confusion. One individual or a small group can centralize official information and relay it to managers, supervisors, and employees. It is also important to establish multiple communication methods in case telecommunications services are disrupted.
In that regard, Martorell highlights the value of landline telephones. While they may seem outdated in the digital era, they can become a critical resource when mobile communications are affected.
The plan should also address how guests and customers will be kept informed. During an emergency, visitors may have basic questions such as where they will be safe, how they will access food and water, when they can leave the property, how they can contact family members, or how they can find out the status of their flights.
Communication should extend beyond text messages and emails. Hotels and lodging properties can use concierge services, lobby announcements, in-room television screens, and printed materials to communicate protocols and instructions.
A Watch Means Preparation; A Warning Means Action
Another essential element is understanding the terminology used by the National Weather Service and knowing how the business should respond to each scenario.
A watch indicates that an event is possible and should trigger preparedness activities. A warning means that hazardous conditions are imminent or already occurring and requires immediate action.
For lodging properties, this means using the preparation period to determine what will happen to guests who may be unable to return home or leave Puerto Rico. Businesses should also identify guests with special needs, including those who require medications or additional assistance.
Preparedness efforts should also account for properties located in flood-prone or otherwise vulnerable areas. Identifying safe locations and establishing alternative plans for relocating guests, if necessary, can facilitate an orderly and safe evacuation.
Early preparation and regular review of emergency plans are essential to responding effectively before, during, and after a weather event. For the tourism industry, where the safety and well-being of visitors and employees are priorities, having clear protocols can make the difference between an organized response and an operation facing greater challenges during an emergency.
Meteorologist and journalist Deborah Martorell emphasizes that the lessons learned from Hurricane Maria in September 2017 should continue to be part of the industry’s preparedness efforts. Although remembering the event can be painful, ignoring those experiences could lead to repeating past mistakes.
“Maria taught us many lessons, and it’s something we don’t like to talk about because Maria touches a sensitive place in our hearts. We all suffered in some way because of Maria, and it’s something we would like to leave behind and not have to remember. But if we don’t, then we are vulnerable to repeating the same mistakes,” Martorell said.
For this reason, she recommends using those experiences to regularly review emergency plans and ensure that every member of the organization understands their responsibilities.
Communication: An Essential Element
One of the first aspects any emergency plan should address is communication. Martorell recommends establishing in advance who will be responsible for receiving information, who will make decisions, and how the message will be communicated to the rest of the team.
A pyramid-style communication structure can help prevent confusion: one person or a small group can centralize official information and relay it to managers, supervisors, and employees. Having more than one communication option is also important in the event of disruptions to telecommunications services.
In this regard, Martorell highlights the value of landline phones, a tool that may seem outdated in the digital age, but… which can become an important resource when mobile communications are disrupted.
The plan should also address how guests and customers will be kept informed. During an emergency, a visitor may have basic questions such as where they will be safe, how they can obtain water and food, when they will be able to leave the property, how to contact their family members, or how to find out the status of their flight.
Information should not be limited to text messages or emails. Hotels and other lodging properties can use the concierge, lobby, in-room screens, and printed materials to communicate protocols and relevant instructions.
A Watch Is Preparation; a Warning Is Action
Another essential element is understanding the terminology used by the National Weather Service and knowing what the business should do in each scenario.
A watch indicates that an event may occur and should trigger preparedness measures. A warning, on the other hand, means that the impacts are imminent and requires taking action.
For lodging properties, this means that during the preparation period, they should determine what will happen with guests who are unable to return home or leave Puerto Rico. They should also identify visitors’ specific needs in advance, including those who may require medication or special assistance.
Preparedness should also take into account properties located in flood-prone areas or other vulnerable locations. Identifying safe spaces and establishing an alternative plan to relocate guests, if necessary, can facilitate an orderly and safe evacuation.
Employees: An Essential Part of the Plan
Preparedness does not end with the property or its guests. Employees must also be included in part of the emergency planning.
Businesses should identify which employees may be available during an emergency, who may encounter transportation challenges, and which roles are critical to maintaining operations. In hotels that remain open during an event, some employees may even need to stay on the property.
Martorell stresses the importance of empathy toward employees who are also experiencing the emergency’s impact.
If employees are required to remain on-site, employers should ensure they have access to safe accommodations, water, food, and appropriate working conditions.
Maintaining open communication with employees will also help management understand who can report to work, who cannot, and when staff members are able to return. This information can significantly influence how quickly a business can resume full or partial operations.
Businesses should identify which employees may be available during an emergency, who may have difficulty getting to work, and which roles are essential to maintaining operations. In the case of a lodging property that remains open, some employees may even need to stay on-site during the event.
Martorell emphasizes, however, the importance of showing empathy toward employees who are also experiencing the effects of the emergency.
If an employee is required to remain on the property, the employer should consider the conditions necessary for them to do so safely, including access to water, food, and a suitable environment.
Maintaining an open line of communication with employees will also help determine who can report to work, who cannot, and when they may be able to return to their duties. This information can determine how quickly a business can fully or partially reopen.
Before Reopening: Assess First
After a weather event, pressure to resume operations can be significant. However, Martorell recommends carefully evaluating several factors before reopening to the public.
For restaurants and food-service establishments, this includes inspecting the property, checking gas lines, and determining how long electrical service was interrupted. Businesses must also verify that food products remained at safe temperatures and discard anything that may pose a health risk.
The availability of essential services should also be assessed, including water, electricity, cistern systems, generators, and any other resources necessary to operate safely.
Once physical conditions and utilities have been evaluated, businesses should determine whether they have sufficient staffing and whether payment systems are operational. If credit card processing systems are unavailable, alternative payment methods, such as cash transactions, may be necessary.
In other words, reopening should not be based solely on whether a property “looks fine.” The key question is whether it is truly ready to operate safely.
For lodging properties, the immediate priority should be assessing guest well-being, identifying needs, and ensuring that guests remain in safe areas. Businesses should also keep visitors informed about airport conditions, flight schedules, and available travel options.
Official Information and Responsible Decision-Making
During an emergency, the volume of available information can be overwhelming. Martorell’s recommendation is straightforward: rely on official sources.
The National Weather Service, the Puerto Rico Emergency Management and Disaster Administration Bureau (NMEAD), and municipal emergency management offices should all be part of every business’s information network.
The industry should avoid making safety-related decisions based on unverified social media posts or information from unofficial sources.
For visitors, this responsibility is even greater. Many travelers may not be familiar with Puerto Rico’s weather patterns or local emergency protocols. Hospitality providers should explain what terms such as watch and warning mean and, more importantly, how the property will respond under each scenario.
Honesty With Future Visitors
Communication is equally important with travelers who have reservations for dates following a weather event.
Policies regarding cancellations, refunds, and changes will depend on the agreements established between guests and the lodging provider, as well as the terms of the reservation. However, one principle should always prevail: honesty about the property’s condition and its ability to welcome guests.
If conditions are not suitable for operating, businesses should communicate this clearly and explain the available alternatives in accordance with their policies and contractual obligations.
Prepare for More Than Hurricanes
Although hurricane season commands significant attention, Martorell reminds the industry that preparedness should include other risks as well.
Drought conditions and prolonged heat waves can also affect tourism operations, particularly those that depend on a consistent water supply.
“It is a very complicated season because we are not only preparing for storms and hurricanes, we are also preparing for droughts and heat waves,” Martorell emphasized.
For businesses, this means evaluating how they will secure and store potable water and maintain essential services for employees, guests, and customers during potential disruptions.
A Checklist Cannot Remain Just a Document
Martorell insists that preparedness must be an ongoing process. She recommends reviewing emergency checklists several times each year to identify changes, needs, or resources that require updating.
Hurricane season begins on June 1, but preparedness should not start only when a tropical system is already threatening Puerto Rico. Nor should it depend on forecasts predicting a more or less active season.
Puerto Rico lies along the path of tropical systems, and the risk of being affected by a significant weather event always exists.
For the tourism industry, the message is simple: do not wait until an emergency arrives to discover what works and what needs improvement.
Preparedness should be in place before it is needed, and the checklist should be a living tool that is reviewed, updated, and practiced regularly. Because when the time comes to act, it is no longer time to prepare; it is time to execute the plan.
After a weather event, the pressure to resume operations can be significant, but Martorell recommends evaluating several factors before reopening to the public.
For restaurants and food establishments, this includes inspecting the property, checking gas lines, and determining how long the power was out. It is also necessary to assess whether food was kept at safe temperatures and discard anything that could pose a health risk.
The availability of essential services should also be part of the assessment: water, electricity, cisterns, generators, and any other resources necessary to operate safely.
Once the physical conditions and essential services have been evaluated, the business should determine whether it has enough staff and how it will process payments. An interruption in credit card payment systems may require alternatives such as cash payments.
In other words, reopening should not be a decision based solely on whether the property “looks fine.” The question should be whether it is truly prepared to operate safely.
For lodging properties, the immediate priority should be to assess the condition of guests, identify their needs, and ensure that they remain in safe areas. It will also be necessary to keep them informed about airport conditions, flight status, and available options for returning to their destinations.
Official Information and Responsible Decisions
During an emergency, the amount of information available can be overwhelming. For Martorell, the recommendation is clear: rely on official sources.
The National Weather Service, the Puerto Rico Emergency Management Bureau (NMEAD), and municipal emergency management offices are among the sources that should be part of every business’s information system.
The industry should also avoid relying on unverified social media posts or individuals who are not official sources when making safety-related decisions.
For visitors, this responsibility is even greater. Many may not be familiar with Puerto Rico’s weather conditions or local protocols. Therefore, lodging properties should explain what terms such as “watch” and “warning” mean and, above all, what the property will do under each scenario.
Providing links to official sources can be helpful, but it does not replace the responsibility of the…
The Checklist Cannot Remain Just a Document
Preparedness, Martorell stresses, must be an ongoing process. She recommends reviewing the checklist several times a year to identify changes, needs, or resources that may need to be updated.
Hurricane season begins on June 1, but preparedness should not begin when a tropical system is already threatening Puerto Rico. Much less should it depend on forecasts about whether the season will be more or less active.
Puerto Rico is located along the path of tropical systems, and the risk of an event affecting the Island always exists.
That is why the message to the industry is simple: do not wait for an emergency to discover what works and what needs to be corrected.
Preparedness must be in place before it is needed, and the checklist should be a living tool that is reviewed, updated, and practiced. Because when the time to act arrives, it is no longer time to prepare—it is time to execute the plan.