At some point in time, you have either been or will work with The F’ing New Guy. Some staffers will be happy to take the opportunity to teach the kid the ropes. But most staffers will groan when they have to train a new bouncer. Why? Because teaching someone new everything there is to know about working nightclub security is basically impossible. Every inch of the club that you know so well is a confusing, obstacle filled maze to the new employee. Whether it is who gets to cut the line or which bathroom is for employees only, the amount of information that the new guy or gal needs to process can be overwhelming.
What many experienced staffers can’t see is the opportunity for growth that training a new bouncer provides. New employees ask questions you many not have considered for a while – or ever! They may see the crowd that you are used to in a completely different light. They might spot things that you take for granted and have been ignoring. But most important, they give you the chance to spread a little wisdom and in doing so, improve the way you do your own job!
I always start new staffers out with a tour of the establishment: entrances and exits, bathroom locations, fire extinguisher placement, gear room, etc. I don’t go into heavy detail about each area, just point out the basics so they know their way around. They’ll have plenty of time to learn the rest as they move forward.
New security staffers need to be assigned the easiest tasks for a couple of different reasons:
- The approach that a new employee takes to doing something simple will test their willingness to learn and determine their attitude towards being assigned menial tasks. If they aren’t willing to do the simple things, they probably can’t handle the complex ones.
- Learning the simple tasks helps build the foundation upon which further responsibilities will be laid. If someone can’t learn a simple task, they shouldn’t be saddled with the responsibility of a more complex one.
I like to place new staffers in “static” posts: guarding a hallway, watching a back entrance, or manning an observation platform. This allows them to get a feel for not only how the crowd flows, but lets them refine their people watching skills, develop their abilities to say “no” – as in “No, you can’t come this way”, and get used to standing in one place, often for hours at a time.
ANSWER QUESTIONS…AND ASK THEM
New employees will have a TON of questions. You should always answer them honestly and directly. If you don’t know the answer…do not make one up. Let them know you’ll look into it and get back to them. In addition, never discredit any question that someone asks! I recently trained a very fresh crew of security staffers and they asked me “When it’s ok to go ‘hands on’ with a patron?” Many people would go on a tear or even fire the crew for asking such a simplistic question. But the reality is that this crew was NEVER TRAINED in ejections. My job was to teach and train them, so that’s what I did! I asked them if and when they thought it would be ‘ok’ and took it from there.
Asking a new hire questions is just as important as answering their questions. Ask them about themselves as well as what you have been teaching them. They’re a part of your team, so get to know them and make them comfortable. When you ask them what they’ve learned, don’t try to be tricky or sneaky about it. Be direct: How do you do this? Where to you place these? When do we act in this way? If they don’t know the answers…tell them the answers! This is not about making them feel stupid, it’s about teaching them how to do a job.
BITS AND PIECES
New hires can’t stay doing the simple tasks forever. Once the staffer seems comfortable with the basic work, slow integration into the team is the best policy. Have them tail someone (or several people) for the duration of a night. Have them do the job while someone watches. Pick up glasses, clear the bathroom line, keeping the sidewalk in order, all tasks that will need to be part of their duties moving forward. Again have them ask questions and ask them questions as you move along.
I would highly recommend NOT placing new hires in positions – or given responsibilities -where they would have heavy contact with patrons: VIP lines, entry ways, or ID checking. There is too much potential for slip-ups that might rub regular patrons the wrong way or lead to liability concerns.
Most important is to make the new member feel like part of the team. Will they be treated differently? Absolutely they will, just by virtue of being the “new kid”. Just remember that the “new kid” might be the one to pull your butt out of the fire should things go wrong. The more knowledgeable your team is, the stronger they are and the safer you will all be.
Until next time…