By Oliver Hiner, Operations Director, Portico Guest Services.

All FMs will know that site security is a critical aspect of facilities management. As well as protecting assets, employees, and visitors to a facility, it’s important for other reasons, such as reducing the risk of accidents and injury. Yet as is often the case, enforcing measures is easier said than done. Staff still need to feel comfortable and the same applies to visitors – FM’s aren’t expected to follow people with lock and key and a warm welcome is good for business.

A New Line Of Service

The most effective line of defence is prevention, avoiding situations before they have time to evolve into something more. This thinking has inspired a new line of security‑focused guest services model – where front‑of‑house staff become the ‘eyes and ears’ of a building without losing the all‑important, ‘human element’.

The method has been quick to catch on and FM’s are increasingly using highly‑trained personnel to provide an extra layer of safety and security. However, this isn’t about using imposing, scare tactics. After all, first impressions count. Instead, this type of service is about managing security threats efficiently whilst creating an inviting and engaging workplace. To do both requires a delicate balance and is why individuals must undergo significant training programmes before they are ‘posted’. I’m excited for this new era in guest services, where we seamlessly combine front‑of‑house and security provision.

Experts In Their Field

Part of their skillset requires security staff to have a heightened sense of attention and extensive knowledge of people and place. This could mean teams being SIA‑licensed and proficient in threat prevention and detection, conflict resolution, first aid, fire marshal support and proactive management of hazards, and building health and safety. This cross‑discipline ensures that guests experience a friendly, personalised welcome to those entering the building while also maintaining situational awareness.

What’s important to note here is that for services to work well, they require a deep understanding of the business, its employees, and its customers. Similar to FM’s, they need to be ‘under the skin’ to deliver an end‑to‑end service that has purpose. This requires a sophisticated approach, think more ‘one size fits one’ than ‘one size fits all’. All businesses operate differently and tailoring services to specific challenges and demands is where the secret to success lies.

For FM’s on a day‑to‑day level, having highly qualified staff can also help alleviate security worries and time pressures. Instead of being across everything, FM’s can be safe in the knowledge that teams are taking a proactive approach. When it comes to security, vigilance is everything but this should never be at the cost of outstanding interpersonal skills, which is where this security model shines.

Security As An Investment

Choosing these types of services goes beyond just safeguarding, at their heart they represent an investment in a business’s future success. The fallout of crime can be devastating, both financially but also emotionally, affecting team morale and performance. Those who take the issue seriously send a strong message to employees and clients alike ‘that we have your best interests at heart’ and that ‘you are safe and secure when under our roof’. Integrating real people who are more involved with guest service delivery creates a well‑rounded security team that is more tangibly linked with visitors and their safety. Feeling safe should not be an ambition, it should be the standard.