LEISURE & HOSPITALITY
PROFESSIONALISM ENSURES SAFE, HAPPY GUESTS
Integrated Security Consultants (ISC) Ltd manages security at events with a global profile, welcoming hundreds of thousands of visitors annually, working with celebrities, politicians and royalty. Sam Peters, ISC’s Conference and Banqueting Manager, describes how he and his team integrate with colleagues in other disciplines to ensure a safe, enjoyable experience for guests.
When we’re invited to work on a conference and dinner, my first thoughts are, ‘What are the demographics of the guests? What are they expecting? How can we facilitate their event to ensure that all concerned have a safe and wonderful experience?’
The planning takes place with the event owner, the event manager and facilities managers including waste management, cleaning, catering, production, IT and building management. We hold a formal production meeting a month beforehand - including a site visit - where I produce a comprehensive staffing plan and start detailing my briefing document, so all our team know exactly what is expected for that particular event.
We look for points in the building with the potential either for intrusion or for incidents such as trips and falls. I am NEBOSH-qualified and carry out a risk assessment. I have a duty of care to my team and to customers, while the client has their own duty of care, so we work together to mitigate any risks.
I examine how guests will enter the venue, whether they have to queue or not, whether we’ll need more than
40 | TOMORROW’S FM
one entrance, and features such as staircases, escalators, hallways and landings. For a 3,000-person event, I might have a team of 30 people, including security and directional support (stewarding) staff.
“IF ALCOHOL IS BEING SERVED, I DISCUSS WITH THE BAR
MANAGER HOW OUR TEAMS WILL WORK
TOGETHER TO SUPPORT EACH OTHER.”
Planning the experience for VIPs is critical. Their presence may be kept secret until the last minute, or they may mingle openly with attendees. If the plan is to surprise guests, we have to secure a separate entrance and ‘green room’ facilities where they can prepare and be comfortable before their appearance. Our team is briefed to expect a VIP and sometimes won’t know their name, to avoid accidental disclosure. We need to make sure there is an exit route that is clear at all times.
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