Communication Guidelines

Channels & Tools

• Which communication tools am I expected to use?

  We use a small set of approved tools so that nothing important gets lost and everyone knows where to look.
  

  • Property management system (PMS): This is the main tool for daily operations and task execution. Use it for assigned tasks, checklists, task-related comments, photos tied to a specific stay or unit, and immediate operational actions.

  • Notion Partner Community: This is our central system of record. Use it for:

    • Issue logs and incident reports (especially non-urgent or recurring issues)

    • Maintenance and cleaning logs

    • Asset ledger and inventory lists

    • Property information (fixtures, manuals, specifications)

    • Observations, improvement suggestions, and anything that needs long-term visibility

  • WhatsApp (work group): Use this for quick coordination, short questions, or clarifying instructions that do not need to be logged long-term.

  • Phone calls: Only for urgent or emergency situations where waiting could cause safety risks, damage, or serious guest impact.

  Each tool has a role. Using them consistently helps the team stay aligned and prevents information from being scattered.
  

• When should I use which channel? What goes where - routine updates vs. urgent issues?

  Use this decision guide:
  

  • If it’s a task you need to do now → PMS

  • If it’s an issue you discover on-site and needs tracking → PMS (for immediate visibility) and Notion Partner Community (for logging and history)

  • If it’s urgent or safety-related → Call first, then document in PMS and Notion

  • If it relates to assets, inventory, or property details → Notion Partner Community

  • If you need a quick answer or clarification → WhatsApp during working hours
    

  If you’re unsure where something belongs, start with the PMS and ask for guidance in the WhatsApp work group.
  

• Is personal messaging ever acceptable, or only approved tools?

  No. Personal social media or private chats must not be used for work-related communication. Approved tools protect both you and the company and ensure nothing important is lost.

  
  

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Response Expectations

• What are the expected response times during working hours?

  During working hours, you are expected to respond within 30 minutes. This doesn’t always mean fixing the issue immediately - acknowledging the message is often enough.

• What counts as “urgent” vs. “non-urgent”?

  Urgent issues are anything that could affect safety, security, utilities, or seriously impact a guest. Non-urgent issues are things that can wait without causing risk or disruption.

  When in doubt, treat it as urgent and escalate.

• What are the expectations outside normal working hours?

  Outside working hours, you are only expected to respond to urgent issues. Routine matters can wait until the next working day.

• Who is responsible if I miss a message due to time off or illness?

  If you are unavailable, you must inform your manager in advance. If you don’t, responsibility remains with you. Clear communication ahead of time helps the team plan coverage.

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Escalation & Emergencies

• What issues must be escalated immediately?

  Examples include:

  • Water leaks or flooding

  • Power outages

  • Fire, smoke, or gas smell

  • Broken locks or security risks

  • Situations that could affect guest safety or wellbeing

  These issues should never wait.

• Who do I contact first in an emergency - and who is second if they don’t respond?

  Call your closes supervisor and/or manager first. If you don’t get a response within 10 minutes, try calling another colleague. This ensures someone is always reached quickly.

• At what point do I call emergency services vs. internal contacts?

  If there is immediate danger to people or property, call emergency services right away. Do not wait for internal approval. Afterward, notify the internal contacts as soon as possible.

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Reporting Issues

• How do I report something unclear or unexpected?

  If something doesn’t look right or feels out of the ordinary, report it in the Notion Partner Community. You are not expected to diagnose the problem - just report what you see.

• What level of detail is expected in a report?

  Good reports help problems get solved faster. Always include:

  • A clear, simple description

  • Exact location and cabin number

  • Photos or videos if possible

  • The time you noticed the issue

• Is there a standard format or checklist for reporting issues?

  Yes. The Notion Partner Community provides templates. Please use it and report one issue per entry.

• What should I do if I’m unsure whether something is a problem or not?

  Report it anyway. It’s always better to flag something early than to ignore it.

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Accountability & Follow-up

• How do I know an issue has been received and assigned?

  Once logged, you’ll see confirmation and status updates directly in the operations app.

• Am I expected to follow up?

  After reporting, the operations team takes ownership unless you are specifically asked to do more.

• What happens if I report something and no action is taken?

  If the issue is urgent and nothing happens, escalate again - by phone if needed. Never assume someone else is handling it.

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Quality & Tone

• What tone is expected in communication?

  Keep communication clear, factual, and respectful. Avoid assumptions, blame, emojis, or slang in issue reports.

• Are there things I should never say directly to guests?

  Yes. Do not promise fixes, timelines, refunds, or compensation, and do not admit fault. This protects both you and the company.

• Who is allowed to communicate with guests, and about what?

  Only designated roles may communicate directly with guests. If a guest approaches you, politely direct them to the official support channel.

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Language & Clarity

• Which language should I use when communicating internally?

  Use English unless you are told otherwise.

• What if I don’t fully understand instructions - who do I ask?

  Ask your closest supervisor or manager right away using the approved channels. Never guess - asking questions is always encouraged.

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Consequences & Expectations

• What happens if communication guidelines are not followed?

  Not following these guidelines can lead to misunderstandings, delays, or safety risks and may result in corrective action.

• Are these guidelines mandatory or best practice?

  They are mandatory and apply to everyone.

• Where can I find examples of “good” vs. “bad” communication?

  Examples are included in onboarding and training materials to help set clear expectations.

Do you need to contact HAVN?

We are always here to support, feel free to reach out to us via email and we respond to you as soon as we can.

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