LEISURE & HOSPITALITY
A week before the event, the plan is finalised, allowing for changes in the external situation such as transport issues, the government’s level of terror threat, building works or maintenance issues around the building. We have contingencies for all circumstances such as staff illness, stock shortages and changing routes around the venue.
On the event day, my security and stewarding team arrive well before opening, reporting to the operations manager and myself. We have a formal briefing, going through event timings, client expectations, guest and VIP movements. Other considerations are guest welfare, staff welfare, exit strategies for VIPs and guests, plus conflict management (a greater risk where alcohol is consumed). After the briefing, the team takes positions and we’re fully prepared for opening.
A DAY IN THE LIFE OF AN EVENT SECURITY MANAGER
6am: Walk the venue with duty manager to check for unexpected risks.
7am: Finalise briefing documents and staffing locations
8am: Sign in staff and start 40 minute briefing.
9am: Staff in position to greet guests. Registration starts, IDs checked and accreditation delivered.
10am: Event opens. Staff meet arriving guests, checking bags and monitoring event perimeter.
11:30am: The first comfort break for guests. Staff act as way- finders/information points, monitor cigarette breaks, and direct guests to refreshments.
1pm: Staff ensure guests’ route to lunch is clear. Staff rotated during lunch, while keeping doors and entrances manned.
2pm: Stewards direct delegates back to conference. Guests are relaxed and moving more slowly.
3pm: Afternoon break. 5pm: Conference finishes. Staff
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manage queues at cloakrooms, remaining friendly. Some guests leave to change for evening. Others remain at venue, socialising or working. Evening team arrive and briefed.
6pm: Champagne reception. Staff trained to carefully manage customers’ expectations, especially where alcohol is consumed.
7:30pm: Constant discreet vigilance as dinner is served, monitoring for inappropriate guest behaviour.
9pm: Instruct staff to take positions for VIP appearance. VIP escorted to stage by event organiser, VIP’s agent and our team. We back away as VIP is introduced to guests.
10:30pm: VIP has spoken/performed and is mingling with guests. Team ready, as required, to escort them to the exit via agreed route.
11pm: Vigilance maintained as dancing starts, teams prevent hazards such as glasses on dancefloor.
1am: Guests now leaving. Late stayers have an hour to finish drinks.
2am: Remaining guests politely asked to leave.
3am: Final sweep of venue and short debrief.
As guests arrive, we offer them that all-important warm welcome. We are the first point of contact and as such must create a very good impression. Our staff are trained to make guests feel welcome and comfortable. Attendance may be ticketed or organised via a list: often the client operates a hostess system, welcoming guests and administering wristbands or passes. If necessary we verify guests’ identities and carry out bag searches. Unwittingly, people can carry prohibited items such as penknives or sharp scissors. We tactfully keep hold of these items, and record them for collection at the end of the event.
Throughout the day we ensure the right delegates have the correct access to the various areas of the event, and respond to customer requests. My team communicate by radio, so we manage potential issues without causing unnecessary alarm. Our role is to anticipate all possibilities and make sure we’re prepared for all eventualities.
On very long days, I will introduce a fresh security team for the evening event. In most cases, guests enjoy a happy evening, but we maintain constant vigilance throughout dinner. People can lose their inhibitions and become boisterous when alcohol is consumed. Occasionally we may need to intervene and discuss this diplomatically with the individual concerned to ensure the continued enjoyment of all guests.
As the end approaches and the music finishes, the guests have perhaps an hour to drink up before my teams approach the remaining guests and ask them good-naturedly to make their way to the exits. Our final task is a sweep of the venue for anyone left behind, including toilets and adjoining rooms. Any lost property is recorded, for eventual return to their rightful owner.
Post event I hold a 10-minute debrief with my team, to talk about any issues that may have arisen and any lessons we can learn to improve our service provision for future events.
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