Key Qualities that Let You Know You've Hired the Best Crowd Control Personnel

Crowd control is critical to keeping people, equipment and property safe during large congregations such as conventions, concerts, rallies, demonstrations and conferences. It is also important for maintaining peace and order within establishments such as corporate buildings, malls and department stores. But how do you know you've hired the best crowd control personnel? Here are 5 key qualities to look for:

Training and license


Crowd control personnel work in a specialized industry. Before hiring one, always check what type of training he or she has undergone and what type of license he or she holds. To comply with existing laws and regulations, anyone working in security and crowd control is required to undergo a specified number of hours of training and practice in order to ensure that they know what their job entails.




Background and experience


Another key quality to look for in the best crowd control personnel is experience. The type of work these people do entails a lot of responsibilities. Very often, they need to perform several tasks at once, acting as security, contact persons and PR officers. The multi-layered responsibilities of a crowd control expert requires someone who has a good understanding of their job and what they are supposed to do in certain situations, something that only an experienced individual will be able to successfully perform.




Ability to impose rules and regulations


The best crowd control personnel are those who have strong leadership abilities. Very often, security personnel will have to implement strict rules and regulations in order to ensure crowd safety. As leaders, they need to convince people that these rules should be followed in order to avoid problems and threats. Someone who is unable to make crowds believe in him or her will not be effective in ensuring that safety procedures are in place.




Excellent communication skills


The best crowd control personnel must be able to communicate well with people. Having good to excellent written and speaking skills is ideal because it helps them provide information in a clear and understandable manner. This skill is critical especially in tense situations where people tend to be nervous or excitable. If the process of communication is clear, people are less likely to react in a negative manner.

Calmness and ability to think straight in emergency situations


You'll know that you hired the best crowd control personnel if they are calm and capable of performing their duties in spite of the noise and chaos surrounding them. Calmness is also an important quality since it translates well to the crowd. if the security personnel can think straight, he or she is not likely to make costly mistakes.

THERE IS MORE TO SECURITY THAN MEETS THE EYE – OPTIMISING CUSTOMER SERVICE OUTCOMES IN THE CLUB ENVIRONMENT

Gold Crest Security and O.O.P.S. partnering to deliver excellent customer service outcomes

Cast your mind back for a moment. Picture yourself in a line waiting for entry into the Disco or hot night spot, where your only chance of entry was being judged by a bloke standing at the door, black pants, white shirt, with bulging biceps, communicating not with words but through a nod of the head and a glance of the eye.

If you were a guy in the queue you may have been envious of these security guys with a bevy of beauties flocking around them, batting their eyelids, so they could get in and then there were their mates with their bulging biceps, who just walked to the front of the line and disappeared into the doorway.

Fast forward, the present!. 

We still have queues but what has changed is the role of the security personnel.  No longer are we confronted with “all brawn, potentially no brain” men, rather, we are now exposed to men and women providing a quality and informative role in their security guise.  Provision of a secure environment for patrons is still their number one priority, however, what is also important is a friendly welcome, the imparting of information when questioned about the venue and its facilities and the utterance of a pleasant farewell.  These are the requirements and expectations of both patrons and Club Management.

Security personnel of today must be part of the whole Club team.  The patron sees them as a spokesperson for the Club.  Everything they say and do reflects on the Club.  Club staff and security personnel need to work in unison providing a quality experience and secure environment.  The Club culture must be universally exhibited. 

Providing security to the Registered Club Industry is competitive (like all business) therefore security companies focussing upon this industry sector  have needed to be introspective, looking into their own systems, procedures, training and all importantly recruitment.

One such security company rising to this enhanced expectation is Gold Crest Security.  In seeking to reinforce their quality of service delivery in this regard, Gold Crest have taken a further step in engaging an independent authority to report on the delivery of its security function, its dispensing of Club information and its ability to reflect desired Club culture.

Responding to feedback Gold Crest Security has established a benchmark in the provision of a quality security function imbued with a desired Club culture.

Optimum Operating Procedures and Services Pty Ltd (better known as OOPS) has been working with the Registered Club Industry since 1999, providing Customer Service and Leadership Training, Coaching and Mentoring, Focus Groups and Surveys and Mystery Shopping “OOPS Insight Reports”.

OOPS has always provided a security report for its Club clients, with this information forwarded via the Club to the management of the relevant security firm.  However, in the case of Rooty Hill RSL where Gold Crest Security perform the requisite security function, management at both organisations could see the importance of these reports, inclusive of the “Trends Analysis”.  In communicating the feedback to their personnel, they have both gained insight into the importance of having “customer service” focused security personnel and this has led to an improvement in service and a constant “stretching” of their service ability to meet and surpass the OOPS Security Benchmark.

As independent observers OOPS staff have engaged directly and indirectly with Gold Crest Security staff at their various Club venues and their broader clientele providing a tailored report that addresses:

·        Personal image of security personnel

·        Enquires relating to the venues facilities

·        Going beyond the expectations of a patron when assisting with an enquiry

·        Supporting Club staff with entry requirements

·        Supporting Club staff internally

·        Being a watchful and alert presence within the venue

In situations where intervention is required the “offending” patron is effectively and efficiently escorted from the premises in a “non attention grabbing manner”, avoiding disturbance of other patrons or escalation of interest and involvement by others.

There also remains venues that still have the line of security personnel blocking the entry, making every patron jump through hoops, whether you’re a mature lady or a male under 25.  The Club and Security company may believe there is good reason for this, however, to a member or visitor to your Club what message is this communicating.  Are people being judged based upon a minority experience in the past or are security wanting to show a little muscle and believe that being aggressive and not welcoming on their initial contact is going to make an impression?  Yes it will, but it may not be the impression that the security company or the venue is looking for. 

Having entered the premises what is the next patron “encounter” with security? Is it seeing them leaning on the bar watching the football, while patrons (who are obviously over the alcohol limit), without any hint of intervention, yell loudly using abusive language making other patrons feel uncomfortable.

Both these scenarios do not portray a desirable image and do not exhibit a positive “customer service” culture.  So let me ask you, what impression do your security personnel communicate at your venue?

Security need to be seen but it’s how they are seen that makes the difference.  Positioning staff throughout the venue and having a team leader is critical in their operational procedures.  Being a security person can be a thankless task at times.  However, the staff and management at Gold Crest Security are aware that their role is not just providing a secure environment but instead are providers of information and in many cases the first and last impression that a patron has of the venue, particularly where Clubs utilise the security personnel to provide the “meet and greet” / farewell function instead of Club staff.

So why have an independent authority critique your security personnel?  Gold Crest Security undertake this reporting on a regular basis to achieve:

• Client retention
• Credibility of their customer service assurance
• Recognition by potential clients that they are committed to a superior offering of security services
• A reinforcement of teamwork (a true Club partnership)
• Recognition as a quality control provider of security and customer service leader in the industry

Yes security is more than meets the eye – if professionally approached.

For a security service that prides itself on excellent customer service, provided by fully trained staff who work in conjunction with their clients in creating a welcoming and secure environment, contact Mark Walker or Grant Heanes at Gold Crest Security.  gheanes@goldcrestsecurity.com.au

Michelle Pascoe the principal of OOPS can be contacted on 0411 146 450 to discuss how her organisation can work with your venue and security company in tailoring a Security Report that will be provide relevant feedback and improve your custom and bottom line.

What to Look for When Hiring the Best Shopping Centre Security

Retail security is an important part of a successful business operation particularly for malls, shopping centers and stores. Retail security is actually so much more than just preventing and apprehending shoplifters - it is also about keeping the employees, shop owners and customers safe and secure. Here are the most important things to look for when hiring the best shopping centre security personnel:

License

In most states, people who will be working as security personnel are required to hold security guard licenses. This is often a requisite for hiring by a security agency or company. Most states apply stringent rules regarding licenses and will require employees of agencies to have one. State departments also require shopping centres to hire only security personnel who are licensed and will likely charge a fine to those who are caught with unlicensed staff. 

Why is a license important? A license is an assurance that the shopping centre security personnel have undergone and passed the necessary training course to qualify them for the job. Security personnel also have to undergo a background check before earning their license.

Experience

When hiring the best shopping centre security, make sure to look for have enough experience in retail security. Experienced personnel are aware of what their job entails and know exactly what to expect from the environment where they will be working. Security needs in a retail environment is different from, say, a corporate or hotel or events environment. The best shopping centre security who have relevant experience are more likely to be effective in doing their jobs.

References

One of the most important things to remember when hiring the best shopping centre security personnel is their background and track record. Whilst most agencies will gladly provide their potential client with proof that their security staff has undergone a background check, it is also a good idea to find out about the past performance of both the agency and its employees. This is to provide the client with sufficient information about how well the personnel handled their job and whether their performance was satisfactory or not.

Tips on What to Consider When Hiring Hotel Security Personnel

Guests and employees rely on hotel security personnel to keep them safe within the premises of the hotel. While these places are relatively secure to begin with, crime can and does occur. Here are the key considerations you need to make when hiring hotel security personnel.

The right training and experience


Hotel security personnel must have undergone training related to security and have had experience working in the same capacity. Hotels have their own unique needs and procedures, something that an experienced security staff understands.

It is also important for hotel security personnel to have undergone training in administering first aid. In most emergency situations, security personnel are the hotel employees who are readily available to respond, so they need to be ready and know what to do in order to extend help.

A clean background

When hiring hotel security personnel, it is important to perform a thorough background check to determine if the candidate is suitable for the job. Any problems and issues that a candidate may have had in the past can be a sign of future problems, so be careful when asking questions from former employees, trainers and colleagues. Make sure their references have been checked and verified and that any claims they may have on their resumes or during interviews are corroborated.

It is also a good idea to assess job candidates thoroughly for trustworthiness and honesty. Keep in mind that they will likely interact with guests and other hotel staff. If any one is harmed due to negligence or deliberate malice on the part of the security staff, the hotel could easily face a complaint or even a lawsuit. Well-trained security personnel exhibit good judgment and proper conduct when doing their jobs.

Thorough understanding of the job.

The best hotel security personnel are those who understand that the best way to keep the premises safe is to proactively prevent and intercept crime and violations. Job candidates who think that hotel security is merely about patrolling the premises and acting only when and if incidents occur are not right for your business. Guests and other staff will be a lot safer if hotel security personnel practiced preventive steps.

Consider hiring from a security agency.

Security agencies perform initial assessments to potential hotel security personnel. In some cases, they may even let their employees undergo much-needed training to update their skills. Security agencies allow you to set your specifications and boundaries so they can tailor their services to your needs. Just be sure to check the background of the company and its past track record to determine if they are a good fit.

How Do You Know You are Getting the Best Security Services?

Security and safety are the most important factors that should be considered in any field or industry. This is especially true for high profile businesses and venues which are exposed to high amounts of risks. Criminal elements can literally cripple your daily operation and it is best to be ready at all times. In finding top security personnel, how do you know you are getting the best security services?

Who are they serving and how long have they been in the business?
You can start identifying the right security service by looking at other high profile venues and establishments. To whom do they entrust the security of their business and how the services helped them maintain the security and stability of their business? It would be better if you can choose the one that is trusted by a lot of companies and businesses. Also, it is very important to consider the standards and years of experience a security company has. You can tell if they’ve been successful in providing security and order in various establishments such as clubs, pubs, hotels, and to prominent individuals or politicians. If they have been successful in providing quality services for many years now, then you must be dealing with a company which provides quality training to their security personnel. Moreover, they must also have the public relations skills that allow them to represent a business or establishment effectively. You may have noticed that the first contact person whenever you enter an establishment would be security personnel. This means that security services can have a big impact on the impression of the people to a certain company or establishment.

Check out their track record.
In choosing the right security service provider, consider the company which has created a positive impression to their clients. It is important to put enough attention to this aspect. Security is often one of the main deciding factors that can give your business the edge over your competitors. This will also give a sense of confidence and comfort to your employees or to your business as a whole. Security is worth investing since you may lose more of what you have by disregarding this aspect. Therefore it is important to hire a security service company which can provide personnel that are not only trained for ensuring safety but also promote the image of your company. These security personnel must also have quality public relations skills. This is the best option that you can get where you can say that you're not just wasting your money and effort just to ensure the security and safety of your company.

Security Guards: Why Your Business Need Them

The job of a security guard is not easy. Not only do they need to undergo rigorous training, they should also be innately good at taking responsibilities. Security guards are not only in-charge of keeping properties safe, they also take care of the most important thing in this world - lives. Below are the details of why one should not take for granted the job of a security personnel:

1. Your life and that of your employees and co-workers depend on them. Establishments security personnel help in earning the trust of clients to do business in your area. This is very essential in improving the business and making sure of the smooth flow of sales with clients. If clients do not find the place secure, they'd be uncomfortable in dealing with you.


2. They keep the place secure. Aside from patrolling the business vicinity, security guards also ensure that unwanted people do not get in and out of the place. We rely on their preparedness and keen sense for details to prevent crimes and any unwanted events from happening.


3. They communicate with the police the crimes that have happened in the area. Security personnel are in-charge of gaining access to policemen to make sure that any untoward happening could be contained fast and the criminals be handled properly.


These points are what make security guards indispensable. They're no laughing matter as you can see. Now it's up to you on which security service company you'd hire.

Security is a critical component of your business which is best left to carefully chosen professionals. For a obligation free security assessment and quote please contact your Gold Crest Security Client Manager on 1300 137 339 to discuss how working together we will ensure the safety and security of your business.


Professional references are available upon request as a testament to our reliability, resourcefulness, and the overall quality of our work.


Are your Security needs being met?


Gold Crest Security represents 75 of Sydney’s highest profile public venues with more than 360 security personnel with some of our clients having been with us in excess of 10 years.


Why? …because Gold Crest Security sets industry standards in all things security. Our managers are available 24/7, and that's 365 days per year. Our rates are competitive, and our training is second to none. We should all be conscious that the security officer is often the first person clients meet, therefore they are the first impression of your company or venue. We have individual training that allows our people to specialise as ‘Meet & Greet’ personnel. This ensures those first impressions are always positive. Remember first impressions last!


In business, taking calculated risks will sometimes give you the edge, but not when it comes to security. Experiment elsewhere, security is too important!