Front of House Security Officer

Front of House Officer Job Description

The role holder will develop and lead operational excellence and best practice, optimising our service and value offering to customers to achieve performance targets. You will bring professionalism, innovation to ensure a high-performance culture within your remit. This is an active and visible role requiring strong customer service competence, welcoming each person with care and respectfulness. Interaction is significant and excellent relationship management skills are required to ensure that each person leaves with a welcomed feeling.

We want to offer a professional approach to all aspect of the Tower with a positive, polite atmosphere.

While also concentrating on the security of the building as well as all that reside within. Always remaining vigilant.

Role and Responsibilities:

The Host / FOH Officer is responsible for the Safe access and egress of all visitors / customers entering the building. They are also additionally responsible for the security, safety and welfare of Tower 42’s building. The Security Officer will protect the assets in the building by maintaining a vigilant, pro-active security presence to minimise security risks to people and property. 

Greeting all customers, staff and visitors by welcoming them to a risk-free environment. Ensuring that the upmost level of respect and professionalism is maintained. This role will require interaction at all levels, with an empathetic attitude.

NO MOBILE PHONES TO BE USED AT ANY TIME WHILE WORKING ON F.O.H.

• Hours: 52 ½ hrs per week
• Pay Rate: £ (please speak to Estate security manager for current hourly rate)
• Holiday: 20 days Accrued

Main Key Responsibilities

• Ensure they fully understand the emergency procedures for the building.
• Great each person how you would like to be treated with a Polite, Positive & Professional manner, GIVE A LASTING IMPRESSION.
• Ensure all posts are correctly manned at the correct times. Post not to be left un-manned at any time.
• Ensure all equipment is serviceable and in good working order.
• Ensure all instructions, both written and verbal are adhered to.
• Ensure YOU are Presentable and well-polished in all aspects, groomed well, smart and tidy all Security Officers MUST be correctly dressed and briefed to their duty, including any additional requests that tenants have specified.
• Carry a radio with a full battery (Body Camera’s if required) always whilst on duty.
• Have read and understood the assignment instructions.
• Report any issues to the Duty Shift Manager or ESM
• Conduct themselves in a welcoming fashion, with care and empathy. In a respectful professional manner always.
• Have their SIA license with them and displayed always.
• Assist in all types of evacuations and events that may occur at Tower 42.
• Respond to emergencies, as per policies and procedures.
• Deal with conflict in an appropriate manner, should a situation arise.
• Follow all reasonable requests from the Controller, Duty Shift Manager, ESM or any member of the Tower 42 Management team.
• To be on post, on time ( Lateness will not be tolerated) as dictated by duty rota or as instructed by Duty Shift Manager or above.
• To complete all training as instructed by DSM, Assistant Security Manager & Estate Security Manager.
• To have read and understood SOPs for all areas complying within AI’s.
• To have read and understood all Risk Assessments and signed in agreement Be fully conversant and comply with the Assignment Instructions and Health & Safety Risk assessments/toolbox talks.
• Ensure that the entry doors are opened for business at specified as advised by ESM or DSM
• Ensure all customers are directed to their visiting floors, ensuring they are fully aware of the designated lift routes and exits.
• All Building occupiers must be directed to access/exit via the main reception.
• Ensure that no one enters the Tower without authorisation, booked in via the sky management system or pass entry only.(Pass checks may be carried out randomly)
• Ensure that you announce visitors, if they are booked to come into the Tower by calling the customer/tenant to inform them they have arrived.
• Check ID to ensure that they are the correct person entering.
• Direct all deliveries or contractors to the gate house, no deliveries to go through reception.
• Ensure you have a good knowledge of the area, post offices, hospital’s and train stations etc.
• Be aware of bomb threats, use the bomb phone threat procedure if a situation arises , inform control immediately.

   

  Out of hours “Reception cover”

• Your duty will be to cover reception and sign in visitors on the sky visitors booking system, full training will be given.
• Follow all procedures you would as normal.
• Remain vigilant while on reception, reporting any incidents that may occur to control room.
• NEVER leave the reception un-manned at any time.
• Ensure you are aware of all procedures and policies.
• ENSURE THAT YOU STANDARD DO NOT DROP WHILE ON DUTY OUT OF HOURS

  Training

  • Role holder will be required to complete training relevant to role as directed by ESM
  • Delivering Service Excellence training required(Customer service)
  • Sky visitor reception system
  • Fire Warden Training required
  • Door Supervisor SIA training and licence
  • Training relief/cover employees as required
  • Conflict Management Training.

Reporting

• Report any issues to the Duty Shift Manager
• Report all incidents to the standard expected by Tower 42 Management, inform control of any incidents or issues that arise via radio contact immediately to the control room
• Be vigilant to the Health and Safety risks at Tower 42, carrying out regular checks.

Person Specification

• Reception and Security experience within the Corporate Sector.
• Self-motivated and able to work on own initiative, often in challenging situations, as well as being a collaborative team player who will support colleagues and provide ideas to improve the whole team effort.

• Customer focused with a strong knowledge of customer service skills.
• Demonstrate a strong aptitude for multi-tasking.
• Strong communication and influencing skills.
• Excellent understanding of visitor management systems and search (if required)
• Excellent written and verbal communications including IT.
• Must have a smart clean appearance.

• Effective communication skills, Polite, empathetic, welcoming and respectful
• The ability to work well within the team
• Competent administration skills
• Adaptable and flexible
• Honest and trustworthy

Essential Skills:

• Excellent oral, written communication skills, interpersonal skills and confidence
• Exceptional customer service skills
• Reliable, trustworthy and punctual
• Resilient and calm under pressure with the ability to multi-task and prioritise to help solve problems and overcome challenges.
• Self-confidence and an interest in self-development.
• Physically able to conduct all responsibilities associated with the roles documented.
• Ability to work to instruction and on your own initiative where required.
• Computer literate
• Demonstrate an awareness of security threats which remain relevant and up to date in the context of the current environment.
• Flexibility about working practices, hours and responsibilities.
• A current and valid SIA license
• Enhanced communication, listening and customer service skills or the ability to train, obtain, retain and develop further in this field.
• Exposure to relevant Protective Security or Counter Terrorism Advice
• Previous experience of the security industry and / or within the hospitality sector
• Understand the requirements of the role, the content of the job description.

Bidvest Noonan is a team of 27,000 passionate and customer-focused people. We work together to deliver exceptional service and value to customers across the UK and Ireland. We recruit great people to deliver our services and we provide them with the resources, training, and direction they need to do their best work. 

We always put people first. Our people are exceptional and go the extra mile to deliver outstanding services. We celebrate and recognise their successes at every opportunity. At Bidvest Noonan, we strive to make each person feel appreciated, engaged, and supported so that they can reach their potential, knowing it has a positive impact on our overall success.