What is within your Role
When you’re working as a Front of House Security Officer (FOHSO), you’re the first point of contact for both staff and visitors, and that comes with a lot of responsibility. Your role is about more than just checking IDs or guarding entrances, it’s about keeping the building secure, responding to incidents quickly, and helping to ensure that safety procedures are followed. But what does that actually mean in terms of day-to-day tasks?
Understanding what’s within your role can sometimes be tricky, especially when your job overlaps with customer service or the tasks of other departments. In this section, we’ll walk through exactly what’s expected from you, providing real-life examples and useful tips to help you stay focused on the security side of things, without stepping on anyone else’s toes.
Your Key Responsibilities: What’s in Your Lane?
1. When You’re the Gatekeeper
You are the gatekeeper. Your job is to ensure that only those with the proper credentials enter the building and that any suspicious activity is flagged. This involves managing access points and ensuring visitors are properly vetted before they enter.
What You Do:
- Verify Visitor IDs: Always check the identification of anyone entering the building. Whether they are staff, visitors, or contractors, everyone needs to be authorised.
- Issue Visitor Passes: Make sure all visitors get a pass that allows them entry but also limits where they can go.
- Monitor Access Control Systems: Ensure the doors are working properly, and check the system to ensure no unauthorised entries.
Example
- A visitor walks into the lobby, and you politely ask for their ID and the purpose of their visit. After confirming their details, you issue a visitor pass and direct them to their appointment. Simple, effective, and secure.
Tip:
- Stay professional but firm when verifying identities. Security first, but always keep the interaction friendly to ensure a positive experience for everyone.
2. Patrolling and Monitoring CCTV
Another core aspect of your role is to ensure that the premises are secure at all times. That means conducting regular patrols, keeping an eye on CCTV feeds, and being vigilant to spot anything that might raise concern.
What You Do:
- Patrol the Building: Regularly walk through high-risk areas, checking for any security threats, hazards, or breaches in safety protocols.
- Monitor CCTV: Watch for suspicious activity and react promptly if you spot anything unusual.
- Report Hazards: If you see anything that’s a safety risk, report it immediately, whether it’s a malfunctioning fire extinguisher or a blocked emergency exit.
Example
- You’re walking down a corridor and spot a maintenance door that’s propped open. You quickly shut it, noting it in your log, and report it to the facilities team to investigate further.
Tip:
- Always stay proactive. It’s easy to get distracted by routine, but staying alert is your best defense against potential security breaches.
3. Handling Emergencies and Incidents
Your ability to respond effectively to emergencies is a huge part of your role. Whether it’s a medical emergency, a fire alarm going off, or a security breach, you need to be ready to take action and follow procedures.
What You Do:
- Manage Evacuations: You need to guide visitors and staff to safety during emergencies, keeping things calm and controlled.
- Contact Emergency Services: Call the relevant authorities if needed, providing them with clear information about the situation.
- For: If you have first aid training, your role may involve providing immediate medical assistance until help arrives.
Example
- The fire alarm goes off unexpectedly. You immediately begin directing people to the nearest exits, guiding them safely to the assembly point. Once outside, you take a headcount to make sure everyone is accounted for before reporting the situation.
Tip:
- Stay calm. Emergencies can be stressful, but staying composed will help keep everyone else calm and ensure the situation is handled properly.
4. Reporting Hazards and Ensuring Compliance
As a Front of House Security Officer, your role doesn’t just involve monitoring access or responding to emergencies; you also play a key part in maintaining safety throughout the premises. One of your most important tasks is identifying and reporting hazards that could compromise the safety or security of the building. Whether it’s something as simple as a spill or a more serious safety concern, you are responsible for spotting and reporting it promptly to ensure a safe environment for all.
What You Do:
- Check Fire Exits and Equipment: Ensure that fire exits remain clear of obstructions and that safety equipment like fire extinguishers and alarms are in working order. These are crucial elements of building safety, so they should be checked regularly and thoroughly.
- Report Hazards: From a spilled drink to a faulty light fixture, your attention to detail is key. Report any potential hazards immediately to prevent accidents or further complications.
- Ensure Compliance with Safety Standards: Stay familiar with the building’s health and safety regulations. Ensure all areas meet the necessary standards to keep both visitors and staff safe.
Example
- While conducting a routine patrol, you notice a wet floor near the entrance. To avoid accidents, you quickly place a “Wet Floor” sign in the area, ensuring visitors and staff are aware. Afterward, you report the spill to the cleaning staff for prompt attention, ensuring the hazard is removed as quickly as possible.
Tip:
- Be thorough with your checks, the small things matter when it comes to safety. From ensuring fire exits are unobstructed to reporting minor hazards like spills or loose wiring, your attention to detail can make a big difference in preventing accidents.
Staying Focused on Your Role: Key Considerations
- Clear Boundaries
It’s important to know where your role begins and ends. While you may be asked to assist visitors, make sure you’re not stepping into someone else’s territory, such as concierge or customer service duties. - Professional Communication
If you are asked to do something that falls outside of your role, it’s important to communicate clearly. Politely explain your role and direct the request to the right person or department. This will help maintain professionalism and avoid confusion. - Follow Procedures
Stick to the established security protocols. Whether it’s responding to an incident or conducting a patrol, following procedures ensures safety and helps prevent mistakes. - Know the Emergency Plan
Be familiar with the building’s emergency plans, evacuation routes, and contact numbers. Knowing how to react in an emergency ensures that you can act quickly and confidently.
Real-World Scenario: Consequences of Going Beyond Your Role
| Situation | Consequences |
|---|---|
| A visitor asks you to make a reservation for them | Security Gaps: While you helped the visitor, you were distracted from your primary duty of monitoring access control, allowing other potential security breaches to go unnoticed. |
| You notice a maintenance issue in the building | Legal Risks: By attempting to fix the issue yourself, you could expose yourself and the company to liability in case something goes wrong or the issue worsens. |
| A colleague asks you to manage a guest complaint | Confusion Among Staff: By stepping into customer service duties, the team’s roles become unclear, leading to inefficiencies and possible miscommunications among staff. |
Key Takeaways:
- Stay within your security responsibilities: While it’s tempting to help in other areas, always prioritise your security tasks and follow procedures.
- Clear role boundaries: Clear communication between staff members is essential to avoid confusion and ensure everyone knows their responsibilities.
- Don’t overstep: When asked to perform tasks outside your remit, politely direct the request to the appropriate person or department. This keeps everything organised and avoids the potential consequences listed above.
