Most security staff will use nothing but a Maglite® with many preferring the standard 4-cell ( or 5-cell or 6-cell) LED version (which can be used as a weapon), while many others opt for the more compact LED versions (such as the MagTac®) which is lighter and easier to carry/put on a duty belt. The flashlight you use should: Be powerful/strong Contain a strobe facility – can be used to attract attention or you’re your location as an SOS function. First aid kits Most venues will ensure at least one person with current first aid training is rostered on duty at all times. The will also usually provide: A comprehensive first aid kit in a central location – such as Head of Security office or manager’s office Smaller first aid kits – in security vehicles and nominated other areas (perhaps at front office, in the housekeeping department or behind bars. Kits are in correct position Kits are fully-stocked. In addition some larger venues will also have a dedicated first aid room and may have their own doctor, or nurse. These properties will have a much larger range of first aid equipment which can include: Oxygen A defibrillator. Signage and barriers
Important security-related items also include: Warning ‘Do Not and ‘Do Not Enter’ tape Witches hats. Check to see these are ready to use and stored in their allocated location. Communications equipment Communication equipment is required in relation to security: So management can communicate with security staff on an ongoing, day-to-day basis To communicate with security staff in the event of an emergency To allow security staff and management to communicate with each other So the can communicate with customers and guests To allow the venue to communicate with emergency authorities – such as when where there is a need to involve police, ambulance, fire or civil defence agencies). Popular comms equipment includes: Hand-held two-way radios (UHF and VHF) – which may feature lapel microphones Communication headsets with earpieces – allowing the hands to be free for other work Landline telephones – such as the internal telephony system in a venue Cell phones – provided by management Pagers – of limited use but can be used as a back-up to summon assistance or ask a security officer to check in/contact someone Public address systems – can be used to communicate generally with customers, or the systems can be used in defined areas/sections (sectors) only Megaphones – for communicating with the public where the PA system does not operate, as an alternative to the PA system or during emergencies and evacuations.
Static guard duties – providing a visible presence at an entrance or designated location Monitoring and observing crowds with a view to, as required: Directing people Controlling vehicle movement – which can include controlling parking and traffic speed Preventing access to certain areas Deterring and responding to unacceptable behaviour Assisting patrons as required Undertaking screening activities – of people and/or their property, which may involve: Operating luggage X-ray machine Policing electronic doorways/frames Using hand-held wands Inspecting and checking vehicles Checking identification of people/customers – with reference to: Ensuring people to not enter licensed areas Only authorised persons are on the premises Unauthorised people are not allowed into back-of-house areas Controlling access to the venue or designated areas – to: Deter unwanted people Assist guests/customers Refuse access to those who are unwanted or not entitled to be on the premises age and ID of people Monitoring egress of persons from the property – to: Control noise Prevent theft of assets Assist as required Respond to unacceptable behaviour.
Police ID (cards or badges) – to confirm the holder is, in fact a police officer with the legitimate authority and power which goes with being an officer of the law. The checking process The following are key aspects to remember and apply when checking ID cards: Remember to demonstrate appropriate interpersonal skills – for example, when checking patron ID it is vital you also provide suitable ‘service levels’ in terms of: Your manners – Use ‘Please’ and ‘Thank you’ as part of the exchange; apologise for the inconvenience The way you ask for the ID – ask politely for ID rather than ‘demand’ ID The language/terms you use – never use threatening or offensive language as part of the request for ID Your tone of voice – be friendly: remember you are in the service/hospitality business
and confirm the authorisations offered by members of the public to gain access to restricted areas – this relates to Visitor passes/IDs Identify unauthorised people in restricted areas – so they can be removed/asked to leave Enable security for the venue – by denying unauthorised access Provide safety for the staff working in the building Give patrons a feeling of safety and security Meet obligations. Controlling access to restricted areas The following techniques may be employed to control the physical access of people to nominated restricted areas: Swiping ID cards – using specific card scanning technology Using barriers/turnstiles to control and limit access Visual recognising individuals
People whose presence on the premises will cause the venue to exceed legally imposed ‘maximum patron numbers’ – authorities may set a limit on the number of customers who can be in a room/on the premises at any one time for the purposes of safety People who try to gain entry after a certain time – some venues and/or authorities require a ‘lock-out’ policy meaning people are not allowed to enter a room/bar after a specified time as a way of reducing people roaming the streets and as a way of making sure intoxicated people cannot enter the area after a certain time. Refusing entry The following will assist when the need arises to refuse entry to people: Be firm – do not get talked out of your decision to refuse entry Be polite and courteous – refusing does not give you the right to be rude or disrespectful. Do not raise your voice. Do not use bad language. Say ‘please’ and ‘thank you’ Refrain from physical aggression – you:
May stand in the way of the person and block their entry May respond to physical aggression only with reasonable force Should not adopt a threatening approach Are not allowed to go ‘hands on’ first – only as a response to what they do Explain the reason – quickly and calmly: do not get involved in a long argument or debate Apologise – this is part of ‘customer service’. You must remember you are providing customer service even when you are denying someone access to the venue. Say you are sorry when you explain why you are unable to grant them entry Tell the person (if this in fact true) they are welcome back later/tomorrow but they are not going to be allowed in now because of their dress, language, being intoxicated Try to give them as much decision making power as possible – for example, you have told them they cannot come in but you should then ask if they want to: Have a taxi obtained for them Be recommended an alternative venue
Quick identification reduces chance of theft of the item If the item is deemed as ‘suspicious’, fast identification underpins implementation of established emergency responses – such as: Implementation of the requirements of the Emergency Management Plan for dealing with suspicious packages Notification of authorities Initiation of evacuation. Identifying unattended You can become aware of unattended items in the following ways: Paying constant attention to items in the workplace – this: Applies primarily to items in front-of-house areas but also in back-of-house areas where such as instances where items are identified in areas which are: Usually totally free any items They are ‘out of by virtue of their types
Persons who are prohibited by local legislation from entering the premises on the basis of their classification – such as: Known prostitutes Known drug dealers. Identifying banned or prohibited persons It is your responsibility to become aware of people who are banned or prohibited persons. You can identify these people: By reading internal communications which identify banned persons – venues often communicate this: Through emails and Using an ‘Communication Book’ which all staff are expected to read whenever they attend for work On the venue intranet
If a banned or prohibited person attempts to enter the venue or an area from which they are banned or prohibited you should: Advise other staff immediately you have a potential problem – so back-up can be sent to you if the situation escalates Refuse them entry – politely and appropriately Explain the reason/s for the refusal Apologise for the inconvenience Stand your ground – never allow them to intimidate you, ‘sweet talk’ you or bribe you into allowing them to enter Ask them to leave Request they not return – until (if applicable) the time for their prohibition has elapsed. 2.6 Introduction