The Solution
To ensure a smooth operation, we first took time to understand the building layout and created a detailed instructions manual. This allowed any of our officers to confidently assist guests with collecting keys and gaining access to their rooms. Guests can understandably become frustrated when experiencing difficulties, and this is where our security expertise adds value. Our officers are trained to diffuse potentially difficult situations, provide reassurance, and ensure guests feel supported throughout the process.
To provide an additional level of service, our officers were encouraged to go beyond the immediate task by asking guests if they required assistance with luggage or local information, such as recommendations for breakfast venues nearby. Once a guest had been comfortably settled into their room, officers were also asked to engage with other guests they encountered, even if assistance was not obviously required. A simple approach such as, “Good evening, is there anything I can help you with?” can make a significant difference to a guest's overall experience.
The first priority was to provide two licensed officers, as the client had not been aware that this was an industry requirement. As the officers would be positioned at the reception desk within a hotel environment, they were required to wear a professional uniform consisting of a blazer and tie. Although their primary responsibility was security, they also needed to carry out concierge duties as directed by the client.
Their responsibilities included checking in guests, creating and formatting key cards, providing information relating to guests’ stays, assisting with luggage and amenities, and delivering all of these services in a friendly and approachable manner. It was essential that guests viewed our officers as a natural extension of the Premier Suites team.
To provide the client with greater reassurance, we introduced an out-of-hours support solution. At the end of each shift, reception staff would send a handover email to our control room and then make a follow-up call to confirm it had been received, highlighting any important issues requiring attention.
The out-of-hours phone would then be diverted to our control room until staff returned the following morning. Any calls received and assistance provided would be logged by our controllers and communicated through email updates, ensuring the client was fully informed of any overnight activity as soon as they arrived at work the next day.
