The hosts with the most

We all know that first impressions count, so the welcome we receive upon entering a building can have a significant impact on how we feel about our hosts and their organisation. Neil Barham, Operations Director Manned Guarding, at security specialists Trigion, explains how its guards are trained in the ‘art of making people feel welcome’.

There’s an African proverb that says: “If you think small things don’t matter, lock yourself in a dark room with a mosquito”. As the proverb suggests, small things make a huge difference to our lives. Being greeted professionally, courteously and with a smile can certainly improve our day, and our perception of the organisation we are visiting.

Front of house experience

Security operatives are often the first face staff or visitors see, so the ‘front of house’ experience should start with them. That’s why our focus is very much on going beyond the traditional approach of manned security services. It’s no longer sufficient to expect guards simply to let people into and out of buildings.

There is a developing trend for guards to take on a broader role. This is reflected in our policy of offering a ‘people plus’ solution for our clients so that we go beyond basic service levels. We ask that everybody who works for our organisation embraces the culture of ‘Hostmanship’ – what we call ‘the art of making people feel welcome’

Welcoming and open

Hostmanship means that everyone we meet is a guest, whether they are customers, clients, patients, students or colleagues. Good hostmanship covers concepts such as customer care, quality, friendship and hospitality. The starting point is a welcoming and open attitude to people and situations we encounter. This approach adds value to our work.

The six core values of our Hostmanship training are:

1. Serving others
2. Taking responsibility
3. Perceiving wholeness
4. Being caring
5. Searching for and sharing knowledge
6. Practising dialogue

The training gives our guards the skills and confidence to carry out front of house roles, such as concierges in offices and shopping centres. Instead of simply directing visitors to sit and wait, they can instead take them to their appointment. The result is less waiting around for the visitor and less disruption for the client.

In retail situations guards can be responsible for customer liaison points and helpdesks. When you are shopping our guards no longer simply monitor situations, but can advise you about the different retail outlets and which might best suit your needs.

Efficient use of resources

If resources are tight clients will always review ‘nice to have’ services which can sometimes mean cutting down on manned security. Therefore we have actively expanded the services we offer to cover a wide range of other areas as well. That way we can put the right people in the right place for our clients in a cost effective way.

Alongside managing receptions and switchboards, guards can produce security and visitor badges and take on other clerical projects. We have had our employees take on responsibilities for fire issues, including acting as fire marshals or providing fire training. Our guards are also taking on general maintenance tasks, so instead of reporting a problem, be it a broken light bulb or leaking tap, they can fix it. This all results in a better experience for those visiting or working in a building. The widened role is good for the client, who gets a cost effective more complete service; the guard, who gets increased job security and satisfaction, and for us as we get to maintain and develop relationships with our clients.

The security industry is always changing and adapting to different requirements. By developing the Hostmanship skills of our guards we can ensure we offer a tailored-made service to keep everyone safe and happy from the moment they walk through the door.

www.trigion.co.uk

Published in Tomorrows FM – May 2016