Working during the Holidays

This is one of two annual End of Year posts before we head out on vacation. Enjoy

We find ourselves at the end of another year and with it the always stressful Holiday season. Shopping, cooking, relatives…and work. While much of the world gets to relax, many people – especially those in retail or the service industry – have to work. It is not fun, but as I explain in the post below, it is a fact of life. Is this a re-post? Yes. Why? Because every year someone – maybe even me – is going to complain about working.

So, here goes:

Over the years I’ve had the pleasure of working with individuals of high integrity, strong work ethic, and exceptional character. I have also had the displeasure of working with slackers, layabouts, whiners, and the occasional ne’er do well. (I will now brush off my own shoulder for the use of such descriptive words…thank you.) When you work the field of security, there are many realities that you have to learn to face – or at least should – at an early stage of your career. The main one is this:

YOU MAY HAVE TO WORK WHEN YOU DON’T WANT TO WORK!

As a matter of fact, you will probably have to work EXACTLY when you have something else to do! Security is a profession in which your skill set is in demand ALL THE TIME. When most people are doing something else, you are working. Period. This is especially true during the Holiday Season. During the month of December, there are parties, events, parties, and events…and did I mention parties? They will fall on every conceivable day of the week, but usually on weekends. And definitely on the days that you were expecting to do your Xmas shopping. Or that your grandmother is coming to visit. Or on your “day off”.

First, let me clarify that I am not complaining about working wherever, whenever. It’s my job, I do it. Period. Have I missed out on fun, celebrations, vacations, and holidays due to work? Yes. Will I complain? Possibly. Will I work again if asked? Yes.

EVERY. TIME.

Why?

BECAUSE IT IS MY JOB.

Whenever December rolls around, there WILL be events. And there is a good chance that Security will be needed to work them. Remember, people need to be safe 24/7/365. This is especially true during the Holiday Season when people are known to get a little “loose” at parties or stressed while shopping. And yet, as soon as Staffers start getting scheduled to work, the whining begins:

“Why do I have to work again this year?”

“Bob always gets New Year’s off!”

“But I have a work party to attend!”

Let me break it down for you a little:

Do you want a job or do you want convenience?

Sometimes your job makes your life inconvenient. You aren’t paid to set your own schedule, someone else pays you to work THEIR SCHEDULE. And there is no convenience during the Holiday Season, especially in the service industry. Don’t like things that way? Start your own business. Actually, don’t. Because when you work for yourself, you work ALL THE TIME…especially during the holidays.

If you want time off for the holidays, ask for it in advance.

Way in advance. Like a month in advance. And remind your manager every week until the time you get off. Why? It’s responsible, mature, and shows initiative. Remember, everyone will want the month of December off. Also, you should realize that there is a good chance that you will NOT get Thanksgiving, Christmas, and New Year’s off, even if you ask. If you’re lucky, you might get 1 out of the 3. And in reality, if you’re lucky you’ll be asked to work all three because your skill set is in demand.

Sometimes, in life, we have to do things we don’t want to do.

Sorry, that’s just the way it is. As the old saying goes, “Sometimes you eat the bear … and sometimes the bear eats you”. Sometimes you have to work on your birthday. Or your wife’s birthday. Or your boss’ birthday. Or on Xmas eve. Or New Year’s Eve AND New Year’s Day. If your free time is more important than your job, especially when your job entails random hours and unpredictable situations…you should find another job.

Take one for the team.

No one else can/will/wants to work? Maybe you should step up and show the boss that you are willing to do whatever it takes to be part of the team. I guarantee that if you volunteer to work over the Holiday Season you will get to witness your employer looking simultaneously confused, excited…and impressed.

On the flip side, you can’t act like a whiny baby if you get scheduled to work, you haven’t asked for the time off, and it’s your job to keep people safe. The only thing that acting like that will guarantee is someone else doing your job…once you are fired for not doing it yourself.

So prepare yourself for the Holiday Season. It will be hectic and it will be tiring. The hours will be long, the parties ridiculous, and the lines even worse. Smile, take deep breaths, and remain patient, even when you have to escort drunken Santa out of a bar full of people. But then again, if you didn’t like a challenge, you probably would have chosen another profession…right?

Patron Ejections and Escorts

Over the past few years, I have written more than a few posts on Bar fights, Ejections, over-intoxicated Patrons, and how to How to Minizmize Nightclub Ejections. I wanted to take some time in this post to breakdown ejections a bit more and give you and your crew some more material to ponder.

It is important to remember that many of the Patron ejections you will deal with are cases of over-intoxication. Some of these individuals may be compliant, while others…not so much. Remember, regardless of the level of resistance on the part of the Patron, it is very important that you as a Security Staffer use the minimum amount of force necessary to get them out the door. More resistance on the part of the Patron does not necessarily equal more force on the part of the Staff.

Let’s take a moment to look over what an “escort formation” should look like:

^^^^^ Direction of the Ejection ^^^^^

X (Lead)

3′-5′ spacing

P (Patron)

X (Escort)To the rear and side of Patron, at arm’s length distance

 3′-5′ spacing

X (Follow)

The first position is held by your “Lead”. This Staffer is tasked with two basic assignments: to light the way and to clear the path. You may have noticed that when Patrons are enjoying themselves in an establishment, they can be fairly oblivious to what is going on around them, especially if the bar/club is noisy and crowded. The “Lead” needs to announce – loudly – that they need a clear path! “Coming through, heads up, look out folks, etc.” The wording doesn’t necessarily matter but you need to let people know that you are heading their way.

The Lead should also be no more than 5 feet in front of the “Escort”. This will allow for room to maneuver should the Escort need to restrain the Patron and will cut down on the possibility of the crowd sneaking in-between the Lead and the Escort. In addition to their announcements, the Lead should use a flashlight to light the way and to let people know they are headed in their direction.

The Escort is the key part of the ejection equation. More than likely they are the one who has talked to the Patron being asked to leave and may be supporting them (if they are unable to walk) or restraining them (if they are combative). Their entire focus of attention should be the Patron. The Escort should be walking just behind and to the side of the Patron. If the Escort is not supporting the Patron in any fashion they should be no farther than arm’s length away.

DO NOT stand directly behind the Patron while escorting them out. Should they stop short, turn suddenly, or become violent, a position directly to their rear is not easily defensible. Standing at an offset angle behind the Patron will force them to adjust their stance/gait in order to get to you. This, in turn, will give you the benefit of off-balancing of them AND of protecting yourself from wild swings, elbows, or headbutts.

The “Follow” position is often the most overlooked part of this equation. Their main job is to communicate to the rest of Staff and the Front Door that an ejection is taking place. The phrase, “One coming out, Front/Side/Back Door!” works perfectly and lets the Staff know which exit should be prepared to receive the Patron. The Follow must also deal with those individuals who are interfering with or impeding the Ejection. 95% of the time, when you are ejecting a Patron, their friends want to get involved. If you are lucky, they are just concerned with their friend’s safety. If you are unlucky, they may try to physically interfere with the process. While this is a concern for the entire escort team, it falls on the Follow to provide the physical barrier between the Friends and the Patron/Escort. If necessary, the Follow can call for back-up to help with the ejection process or the Patron’s friends.

Besides providing a physical barrier, part of the Follow’s job is to keep eyes on the crowd as the escort formation moves through it. People reaching out, trying to slip into the escort formation,  or trying to interfere with the Escort: all of this should be handled by the Follow. This means that they are also within 3-5 feet of the Escort at all times. I also suggest the Follow shine their light directly on the back of the Patron’s head. Why? Should the Patron turn, they will get a good dose of unexpected light in their eyes. Will this prevent all problems? No. But it can give you and the team an extra couple of seconds to deal with the Patron while they blink in the light.

During the entire ejection process, the escort team should be talking to each other, moving, and maintaining situational awareness. DO NOT STOP. Stopping provides the Patron more time to argue, allows their friends to catch up, allows the crowd to get involved, and most importantly: impedes your forward progress!

Get moving, stay moving, pay attention, and get out the door.

Until next time…

Managing a Nightlife Security Team…or How to be an Effective Leader

One of the unfortunate realities of the Nightlife Industry is that its communities are often transient: people come and go because of better job offers, life changes, and burnout. For many establishments, wages can be the deciding factor in retaining employees. But high – or even decent – wages won’t guarantee quality or loyalty. In an environment that can often be rife with high turnover, how can you build and maintain a solid team? Before you dive into the nitty-gritty of hiring, firing, or starting from scratch, think about the following:

What are your security goals?

How are you going to achieve these goals?

If all you want is a single doorman who checks IDs, you are pretty much set. But I’m guessing that you are looking for something more. You probably want a team of diverse individuals with varied backgrounds and different abilities who can accomplish a number of different tasks. Chances are that the team you build will probably be at different stages of their careers. And these varying skill levels can present challenges that not everyone will be able to easily accomplish the goals or tasks you’ve set out for them.

As a Manager or Head of Security, it is up to you to set the precedent in terms of behavior, customer service, and work ethic, as well as develop all of the policies and procedures that your team needs to do their job well. But none of this will matter if your team doesn’t understand the What’s and Why’s of their job or if they aren’t lead, communicated with, or disciplined when necessary.

1) Be a good communicator – Believe it or not, your team wants information. Nothing is more frustrating than showing up for a night on shift and not knowing what is going on. Or worse yet, receiving potentially stressful information just prior to and event – i.e. “By the way, we have a party of 100 people arriving in 5 minutes”. It is of the utmost importance that you pass along pertinent information, check in with your team, and encourage feedback. Communication goes both ways and your Staff should feel comfortable talking to you about EVERYTHING.

You should be holding regular meetings, debriefs, and brainstorming sessions with your team to both give information and critique and receive feedback and questions. Be an active listener. Don’t just give lip service. It will come back to bite you if you always say “Yes” but never follow up.

2) Stick to your decisions…and be prepared to make some bad ones

Don’t hesitate when making decisions. Flakiness is NOT a desired trait in a manager. And once you make those decisions, don’t back away from them. Feel comfortable asserting your authority. After all, you are the boss, right? But be diplomatic and respectful about it. Acting like a tyrant or know-it-all will lose you respect very quickly. But by the same token, no one is expecting you to be perfect. So if you make a mistake or a wrong decision – and you will – own it and figure out a way to move forward. Striving for perfection is great but not at the expense of not learning from your failures or stepping on people to get to the goal.

3) Don’t be afraid to delegate – Just because you are the boss doesn’t mean that you have to do EVERYTHING. The reason you have a team is for support. Find good supporting roles for your team members and let them own their positions. Have a great ID checker? Use them to train other people. Is one of your Roamers excellent at dealing with people? Make him a Zone Lead. People do their jobs better when they are engaged and doing what they enjoy.

4) Reward the good…but don’t be afraid to discipline – Ever work for a boss who only criticizes? It’s demeaning and frustrating. After all, there must be something that you are doing right. Tell your team when they are doing well. Give your team positive feedback and encouragement. Let them know when they are clicking on all cylinders and how much you appreciate them and their efforts. Some establishments go so far as to provide bonuses and incentives for the team members who perform well.

But now that you  will on occasion have issues. After all, this is the real world. When the team fails, let them know. Don’t berate them but show them where they failed AND offer solutions. People only learn from their mistakes if they are shown their errors and taught how to do things differently in the future. Should it be necessary to discipline an employee, don’t hesitate to do it; there need to be repercussions to bad behavior or failures in your protocol.  Discipline fairly and evenly. And don’t forget to explain why.

5) Quash conflict – Not everyone will get along all the time. But in a team environment, conflict can lead to a seriously negative atmosphere and unnecessary tension. If you see or hear of intra-team issues – there’s that whole communication thing again – deal with them either on an individual or team level. Make sure you gather all of the information from all sides before jumping into the fray. Be mature, be objective, and be decisive on how to deal with the problem

6) Develop positive relationships – This should go without saying, but you need to know your team as people, not just employees. The more you know about someone, the better your professional and personal relationship will be. Learn about your team, their interests, their hobbies, their plans, their other jobs, etc. Take the team out for a dinner or drinks. Buy them coffee. Don’t sit in your office and watch them on CCTV…TALK TO THEM!

7) Be a motivator – If you want your team to follow in your stead, you need to forge a solid path. Set a good example through your behavior, work ethic, and interpersonal skills. The way YOU act is going to be reflected in your team’s actions. By treating your team, your co-workers, and your clientele with respect, you set the precedent. And setting a positive precedent will motivate your team to strive for the same level of excellence.

Being a leader is more than barking orders. Being a leader means acting with maturity and having a clear, objective, well-communicated vision. Don’t separate yourself from your team, become a part of it. Step to the fore and lead your team to excellence.

 

 

Nightclub Security Fundamentals

In the wake of this week’s Orlando nightclub shooting, there has been much discussion about what could have been done to prevent a large-scale massacre. We must first recognize that shootings on this scale (over 10 people) in nightclub/bar environments have never occurred within the United States. To state that mass casualty incidents such as this one are the norm or increasing in entertainment venues is not only counterproductive, it is patently false. However, the stark reality is that there are incidents involving guns in and around nightclubs on a regular basis. At least every few days, there is a report about a shooting or altercation involving some type of firearm in a bar or nightclub. And while some would try to guide the discussion towards preventing these specific large-scale events from occurring, the more measured approach should be to examine how bar, nightclub, lounge, and nightlife venue security can be improved on the whole.

The ultimate goal for any owner is to provide a comfortable environment for people to enjoy themselves. But at the same time, they must reduce liability and deter or dissuade those with criminal or potentially violent intentions. No discussion about nightclub security can begin without first talking about the role of the security staffer. It is these employees whose part in the overall scope of security is critical to the function of any bar, nightclub, or nightlife venue. Security staffers act as the front line when it comes to reducing liability, providing protection (for both patrons and the physical venue), and dispensing solid customer service. They are usually the first – and last – individuals that patrons will encounter in an establishment, and the staff’s attitude and approach can mean the difference between a customer’s great night on the town or a ruined evening.

Security staffers will spot trouble before the CCTV system, respond to any issues before law enforcement, and take care of any number of problems before the manager can arrive to help out. But no matter how well trained the staff may be, their ability to provide a safe, secure venue for patrons is dependent on the steps that management takes to assist them in the performance of their duties. Every establishment’s security program needs to be built on the idea of “concentric rings of security”, of which the security staff is only one.

Your First Ring of Defense – The Exterior

The first ring of protection begins with the physical security measures in place outside of an establishment: CCTV cameras, secured places of ingress and egress, and visible security staff. People with questionable intentions – whether petty thieves, underage drinkers, or armed attackers – are often deterred by the mere fact that there is security in place. In the majority of cases, criminals do not want to be seen, heard, noticed, or remembered. CCTV cameras limit the criminal’s ability to access a location unseen or enact their plans without being captured on video. Externally locked and clearly marked exit doors not only limit access but can force troublemakers to travel in a direction that will place them in contact with a posted staff member or within line of sight of a camera. Dedicated entry areas force interaction with security staff providing an excellent opportunity for them to ask for ID, remember a face, or potentially bar access to the venue – again limiting options for the would-be criminal.

The physical design of an entry and layout of a rope line can also help to direct people to specific areas, forcing the criminal to figure a way around perceived obstacles. Separate staging areas (i.e. entry line, cover charge area, and coat check) provide additional opportunities for observation of potentially violent or illegal behavior. The more time a potential troublemaker is exposed in an open area or under the watchful eye of an individual or series of cameras, the less likely they are to take any chances. If a target is too difficult or time-consuming to get to, the criminal will choose another target.

Additional steps that can be taken at the front door include the addition of metal detectors (static or handheld), bag checks, and physical pat downs. Besides the potential discovery of weapons before they can be introduced into the venue, these stepped-up measures can reveal everything from illegal drugs to banned items. The obvious downside is that people want to go out for a night on the town, NOT take a trip through the TSA line in order to grab a drink! What some clientele may view as a necessary annoyance others might view as an unwelcome intrusion. Remember, what patrons experience at the front door is going to set the tone for the evening and as such, establishments should have in-depth discussions regarding the implementation of what might be interpreted by some as “extreme” measures.

The Interior Staff – Your Second Line of Defense

While front door staffers are keepers of the gate, interior staffers will be the ones holding the line once the patrons enter. Interior staffers are the eyes and ears of a venue and will more often than not be the first to respond to issues within the establishment. A visible, easily identifiable – whether by uniform, dress code, or name tag – security staff member acts not only as a deterrent but as a potential helping hand to patrons in need of assistance. Knowing that they can easily find and communicate with a security staffer adds to patrons’ comfort levels and thereby their enjoyment of the evening. They know that should a problem occur, there is a staff member there to help. Security staffers should always make it a point to interact with patrons. Extended conversations about the general state of world affairs aren’t necessary, but greetings and questions about how patrons’ evenings are going are a must. The smallest conversations can oftentimes help reveal trouble or brewing problems.

To that end, observation and communication are among the most important factors to successful security coverage. Too many times a potential issue is noticed or handled by staffers within the establishment and there is no communication of the incident to those working the front door, to management, or even to others working within the venue. Nightlife venues MUST have radios – and have staffers trained in their use – in order to rapidly and effectively relay important information. But keep in mind that no amount of communication will be of use if there is not a set of protocols, policies, and procedures in place should trouble of any sort arise.

From responses to altercations to dealing with dress code issues, venue security staff should be able to follow a set of steps to get them from Point A to Point Z. Ideally, these policies and procedures should be contained within a manual and used as the basis of training for both new and old employees. Constant training and reiteration of policies help to build the foundation of a security staff’s base of knowledge. Along those lines, staffers should know the location of basic emergency equipment: fire extinguishers, first aid kits, breaker boxes, and emergency lighting controls. Scenario training – everything from dealing with minor injuries to handling large scale fights – and evacuation drills will help to further reinforce any security staff’s knowledge base.

Finally, developing a good working relationship with local law enforcement is of the utmost importance. All establishments should already have the local police department or state liquor agencies training their employees in ID checks and how to spot intoxicated individuals. Management should also work in tandem with local law enforcement to develop a plan and train staff in what to do during an active shooter situation. Whether meeting regularly with the local Night Life team, speaking to beat officers about recent incidents, or hiring off-duty police officers to work within a venue, frequent contact with LEOs helps to extend an establishment’s rings of security.

Nightclub incidents like the mass shooting in Orlando are still an anomaly. But one would be foolish not to try and prepare for them. Designing a security program for any venue begins with an honest discussion. Owners and managers should take a careful look at their existing security framework: do they have “concentric rings” of security, set policies and procedures, and a viable relationship with local Law Enforcement? Studying what is already in place, discussing what can be improved, and figuring how to make those improvements while still providing customers with an enjoyable night out will only help in the long run. Flaws are only a problem if they remain unfixed. At the very least, enhancing a security program will protect a venue from potential liability and keep patrons safe and happy. In a worst-case scenario, it could save many lives.

*If would like to hear a podcast version of this blog, please visit:
Nightclub Security Fundamentals

 

Date Rape Drugs

Just last week, three women in Santa Monica, California prevented a date rape. They were fortunate enough to see the accused would-be rapist slip something into his date’s drink and notified both the woman and the restaurant’s management. Long story short, the man was arrested and is now facing criminal charges. As luck would have it, the restaurant caught the incident on video, which was one of the reasons they were able to act so quickly and notify Law Enforcement.

Unfortunately, Drug-facilitated sexual assault is something that occurs to both women and men. And as in the case above, 75% of all acquaintance rapes involve drugs and/or alcohol. How can you lower the risks of something like this happening in your (or other) establishment(s)? The answer is not so cut and dry.

First off, an understanding of the drugs and their effects is necessary. I have condensed some of the information from Womenshealth.gov here and I suggest that you go to their website for a more in-depth analysis.

The three most common Date Rape drugs are:

  • Rohypnol*  (aka ‘roofies’)
  • GHB
  • Ketamine (Special K)

Their effects are similar and basic:

  • Muscle relaxation or loss of muscle control
  • Difficulty with motor movements
  • Drunk feeling
  • Loss of consciousness (black out)
  • Confusion
  • Feeling out of control
  • Impaired motor function
  • Can’t remember what happened while drugged

Recognize any of these symptoms? You should, as they are similar to what happens when people are intoxicated. And herein lies the problem: how can you tell if someone is drunk or under the influence of a Date Rape drug? You can’t. However, there is one thing that will absolutely mitigate the risk of potential Date Rape situations:

PAYING ATTENTION TO YOUR PATRONS – Because when you pay attention, you notice things!

  • When couples enter your establishment, try to gauge their level of intoxication. Is one more intoxicated than the other? As the evening progresses, has one of the individuals become markedly more intoxicated than the other? Many times, bartenders have a pretty good feel for who is at what level of intoxication and can gauge where people should be after a certain number of drinks. And as a nightlub security staffer you should learn to spot intoxication as well.
  • Are there single men or women sitting at your bar and standing around the dance floor/bar/lounge patio? Are they talking to anyone? Are they approaching groups of men/women or just single individuals? Are they purchasing beverages or approaching someone with beverages already in hand? Do they seem to be aggressively pursuing members of the opposite sex? This may not necessarily be a sign of someone drugging drinks but could be an individual who is making others uncomfortable.
  • As people exit the establishment what is their condition as it compares to when they entered? Obviously, if you have a huge crowd it is hard to gauge everyone’s state of sobriety. But if you watched the couple from earlier and he is carrying her out of the bar while he is dead sober, some flags should go up. Same goes for any individual who is being assisted on their way out.

ASK QUESTIONS AND COMMUNICATE

Bad people do NOT want attention. They do not want to be seen, heard, noticed, talked to, etc. So ask questions. Not everyone is a suspect nor should they be treated as such. But predators want to work on their terms not yours.

I am a big proponent of having conversations with Patrons. Asking people how their evening is going, if they watched the game, where they are headed that night…all simple questions that can often lead to more detailed and informative conversations. A group of women might point out a man who has been “creeping them out” or a single man might casually mention that he’s “…seen the same two women in a few bars that evening, always taking to single men, and they are here now.”

When people are carrying their “friend” out of the bar, ASK QUESTIONS. Are they ok? Who are they? Do you know these people? If you are not satisfied with the answer, ask more questions! A simple conversation can shed A LOT of light on a situation. I have witnessed numerous situations resolve themselves when a “bad guy” was asked just a few questions. If something seems very questionable: CALL THE POLICE. Many police departments have specific “Nightlife” units that are close by to help with issues you may encounter.

You and your team need to share information. If something doesn’t seem right mention it to someone else. They may have noticed the same thing or it might trigger something they saw earlier. Don’t be worried about mentioning something more than once. The more you talk, the more information gets spread around. Spotting something questionable and talking about it makes it a focus for your entire team.

Keeping an eye on your Patrons during arrival and departure is a good way to maintain customer relations, develop a rapport, and monitor them for any problems or questionable activity. Don’t be passive in your approach, be engaged, be personable, and PAY ATTENTION. Next time you might be the one to spot the troublemaker.

*Authorities are finding that Rophynol is slowly being replaced by Xanax and Klonopin in many cases.

The FNG

The Rookie.

The Kid.

The Newbie.

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!

START SLOW

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.

THE TEAM

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…