FRONT OF HOUSE
brought together the fundamentals of security and front of house services and reflected them through a more hospitable image.
WHAT DOES IT TAKE
TO BE A STAR? Firstly, it is imperative that candidates have a positive attitude and are therefore able to reflect the requirements of the customers' specifications. With that said, we make sure to choose someone who ticks all the boxes for their designated site; from their demeanour to their level of qualification – we strive to find the perfect fit.
We seek individuals who are naturally pro-active and customer- focused, with the ability to display a genuine willingness to learn. It is imperative they also possess a flexible schedule and are able to adapt to a variety of environments and people. Not only this, but our personnel must base their work ethic around the customers' needs and possess the ability to build a rapport with others. We look for candidates who convey strong interpersonal skills who aren’t short of common sense and are well-presented in all circumstances. Overall, we are proud of our ability to source out computer-literate problem solvers who can confidently organise and portray a strong working technique with a smile.
TRAINING AND
QUALIFICATIONS A STAR receives comprehensive Security Industry Authority (SIA) training (Level 2) by our internal certified SIA trainer, after which, they are awarded a Door Supervisor SIA licence. We have dedicated internal trainers who then provide STARS essential training which has been designed for the specific needs and requirements of STARS. The training provides an insight into the company, defines the importance of the role, establishes the core elements (appropriate demeanour, customer service, security duties, telephone manner) and imparts tips and advice on how to go ‘the extra mile’ and deal with challenging situations.
www.tomorrowsfm.com
The training is interactive, fun, educational, engaging and thought- provoking and we use an array of stimulating learning methods and aids including tests, quizzes, role playing, discussions, brainstorming, factual stories, videos and, most importantly, practice sessions.
training, both of which are accredited by the Institute of Customer Service. Depending on personal circumstances, a STAR can also gain NVQ qualifications in Customer Service, Administration, Team Leading, and Management.
We also organise workshops for our STARS with various themes - communication, team building, refreshers, customer service and care, contribute to your community, ‘from a STAR to a SUPER STAR’ etc. Training can take place internally or on customer sites. Additionally, we are opening our brand new, state-of the- art Security Operations Centre in Milton Keynes this summer, which will encompass our Training Academy.
BRITISH AMERICAN TOBACCO AND
“THERE WAS A
DECLINE IN THE VISIBLE GUARDING FEATURES FOUND FRONT OF HOUSE.”
STARS trainees are given a wide range of issues, based on real life examples. Participants are encouraged to solve the problem, provide a solution, identify security breaches, create measures for preventing a problematic event and reflect on how they would behave and what action would they take if this particular situation occurred to them.
The next step is on-site training. A STAR will spend up to three days on site, where they will observe another STAR and then practice what they have learned from their mentor.
In addition, trainers can provide Customer Service and Service
OUR STARS British American Tobacco (BAT) is one Securitas customer enjoying added value through the STARS initiative. First piloted at Globe House, BAT’s global headquarters, the service is providing a professional first impression to visitors. Highly trained and experienced security receptionists carry out reception services whilst acting as brand ambassadors. Dressed in BAT-branded uniforms, the STARS ensure that every single visit to Globe House is a positive one, creating a lasting impression.
Brendan Saritschniy, UK Corporate Security & Business Continuity Manager at BAT, explains: "Historically, the front of house and security teams were contracted through two different vendors and the two teams did not integrate as well as the business would have liked.
“Incorporating STARS into our existing security team has resolved many issues and enhanced overall security awareness within the business. The number of security breaches has dropped and the new single management system, under Securitas, has aided in building team spirit and adding a consistency to the overall security service”.
www.securitas.com TOMORROW’S FM | 41
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