Whilst a slightly different situation, I worked on Cruise Ships and then into Large MegaYachts as a Deck Officer. The focus in Emergencies was adequate and professional communication. We had fires, we had blackouts, we had all sorts of emergencies, but the key was to let people know what was going on and try to ensure that the guests feel safe and comfortable.
The point was that whilst a lot of these situations were almost a non-event for us as professionals, they were a big event for some people, and by reassuring them (even when didnt fully know the extent of the situation) helped keep them calm. But also the staff were fully trained in crowd and crisis management and we had procedures to ensure that good information was issued promptly, no matter how small the incident.

From a 'GOOD' hotel which wants to give good Customer Service, I'd expect communication and staff that can think on their feet (at least from a management point of view). A manager running around in circles or getting stressed, is a poor manager.