Here's what most don't know about security guards. How do you know a quality guard from a dud? Hiring big, burly, scary men (and sometimes women) can have the effect of creating an atmosphere where attendees of events feel protected, but the most important element of a security guard is not how they look, but their instinct when something does happen. The idea is that you don't pay good money for the guard for 8 hours they stand there, but for the 1 minute they jump into action and save you from liability, keep the venue safe, and interrupt any kind of behavior that is threatening or inappropriate.
Often times venue operators feel that their security needs are met by hiring massive, hulking, intimidating figures who disappoint when push comes to shove (literally!). Here are things to look for when hiring:
Is the company bonded and insured? A bonded and insured company will mean that the security guards are vetted and registered, and having their own insurance policy is key. If a physical altercation happens, the insurance of the security guard company will be on the hook to compensate any legal fallout from such instances.
Do the security guards have law enforcement or military training? Professionally trained guards are more likely to have better situational awareness, and their training will allow them to diffuse various situations, as well as disarm potential violent threats rather than engaging counter-violence.
Are the security guards personable? Not all security has to interact with guests, but some have better manners and instincts than others. Keep the friendlier security in the front where guests are greeted, and use the more aggressive security to manage tight crowds such as bathrooms or dancefloors. Their job is to keep people moving, not to be friendly.
Did you hire enough guards? Everything depends on the kind of event, whether it is a ticketed nightlife event, a club playing hip-hop or maybe a corporate event with networking. The rule of thumb is that in an event which has potentially liable features, such as heavy drinking of the patrons, loud aggressive music, especially hip-hop or heavy metal, or late night, the ratio of security to patron should be 1 guard per 25 patrons. This can relax to 1 to 50 or more based on the event, if it's a more professional crowd, or earlier hours. However, it's very important to maintain a heavy security presence at entrance depending on the type of event because if it's a popular one, trespassers will try to sneak in and there needs to be enough manpower for the guards to be vigilant and not allow any unwanted guests to come in.
Do you have a head of security or point person? When hiring security guards, who often work in teams, it's important to have a point person, both to maintain the hierarchy, and to be the key point of contact in case something goes down. Heads of security will know best where to position security guards, how to set up walkie talkies, and what the flow of foot traffic should look like. Trust their experience.
What to do if something happens? If an incident occurs, the head of security is responsible for interacting with the proper authorities, police, fire department, ambulances, and even health department, as they will be the first to initiate contact if service people from those agencies arrive. You should always discuss protocols with your head of security, and if you are operating a bar, club or restaurant, anything with a liquor license, or a capacity to operate, make sure you have your documentation binder handy with all documents, liquor license, permits including food handling, open flame, operating hours, floor plan, capacity and anything else that could be required. Your head of security should have access to these materials as well to ensure that these kind of unpleasant interactions after a security incident goes as smoothly as possible.
After each shift, have your security team send you an incident report. This will give you eyes and ears on your venue operation, so you can improve on elements you did not see and reduce the chances that someone could get hurt or worse at your venue at a later time. Also, having this kind of paperwork will reduce liability if you are ever taken to court. Not only will it activate the insurance and bond of the security company, but you will have records of every incident in detail and will be able to prove preparation and reaction to any security incidents, which will lessen your liabilities.
Cameras. Make sure your venue has cameras everywhere, at the entrance, main area, hallways, kitchen and any other area where patrons or employees go. Cameras will protect you from lawsuits and could ultimately save your business. Make sure that the camera system is accessible live on your phone so you can check on your business at any time, and having your employees know that the cameras are always on will help prevent many behaviors: theft, altercation, drinking on the job, drugs, and harassment. Add to that a zero tolerance policy, enforced by cameras and you significantly bring down your operating liability.
