With the festive season fast approaching, there’s a huge range of different factors that are likely to be playing on the minds of businesses across the UK. From stock levels and staff presence to the ever-unpredictable British weather, winter brings with it both stresses and smiles in equal measure.
However, integral to all that is guest safety, especially as the party season gets into its stride and our hospitality and leisure venues see a huge influx of visitors. With that increased footfall and visitor presence naturally comes the inherent risk of security breaches – the last thing you need at one of the busiest times of the year.
With our latest in-depth exploration, Churchill Support Services are diving into the measures you’ll need to have in place to ensure your guests are safe this holiday season.
As the UK’s #1, we’ve continually refined the approach we take to security over the festive period, and we’re sharing our expert, tried-and-tested tips for keeping your visitors secured, safe and satisfied over the holidays.
Of course, if you’ve worked in the hospitality and leisure industry for any length of time, you’ll know just how busy the festive period can and does get. That’s often a double-edged sword – increased footfall and visitor numbers can lead to some of your largest profits, but also presents some of the largest risks.
Let’s put that into perspective. The latest projections from industry publication Voucher Codes found that the UK’s consumers are expected to spend around £12.3 billion across the country’s hospitality venues over the 6-week festive period. That’s further compounded by findings from Restaurant Online, which revealed Christmas bookings are already up by 54% on last year.
All of that is no doubt positive news for hospitality business owners, especially when it comes to the bottom line. However, as we touched on earlier, there is an undoubted caveat to all of that, which comes in the form of security concerns.
Our recent exposé on Christmas crime statistics delves deeper into this, but suffice it to say that there are significant causes for concern for those in the hospitality sector. Chief among these is the rise in both burglary and damage to businesses, both of which see seasonal spikes.
Couple that with a huge increase in the footfall you’re expecting to see over the festive period, and the real security issues facing hospitality over Christmas and New Year begin to present themselves.
There are options available, however. While every hospitality business is unique and will face challenges that are equally so, there are points of commonality and areas which every business in that sector will need to focus on.
Our guide will track a guest’s progress throughout your premises, identifying key risks and pressure points, as well as how you can best address those. We’ll also seek to cover the full spectrum of what a hospitality and leisure venue can encompass, from high-street chain restaurants to higher-end establishments and event spaces.
We’ll be using your average events space or large restaurant as our point of reference throughout this article, but the tips we’re providing are completely scalable to premises that are larger or smaller.
The first thing the vast majority of your visitors will see is your entrance area. For some, this is just a small porch or entrance area, but others might have a more grand hallway or seating area. That’s especially true for those venues that double up as an entertainment space, or an area for hire.
Regardless of where your guests enter your property, it’s always going to function as the first impression your guests have. This is your first opportunity – and arguably the most crucial – to set the standards for the levels of safety and security visitors can expect throughout their time at your premises.
Here’s where we’d recommend having your first line of security, ideally with hospitality-specific security officers, or those who’ve had experience in delivering the level of service you’d expect from a business in your sector.
Of course, while these officers are trained security professionals, they’re also well-versed in how to effectively represent your establishment. That’s an essential consideration when it comes to higher-end establishments – security should be an extension of your premises, and that’s exactly what you can expect from those at your doors.
Often a consideration for those operating events spaces or particularly exclusive establishments (think Michelin stars and taster menus), checking tickets and admission is a crucial consideration.
Not only does this help maintain an atmosphere of exclusivity you’re striving to keep, but it also ensures you’re fully in control of who comes and goes, as well as the attendance of your event. As a general rule when it comes to securing your event, we recommend having at least one officer per 150 expected attendees – a fair metric to use in the hospitality sector.
Security personnel in the hospitality sector are well-versed in this, as well as many of the additional duties you might expect, such as checking bags or taking coats (crucial if you’re restricted on space). This is particularly important during the Christmas and New Year period when most people will be dressed appropriately for the weather.
While this is less of a consideration for smaller or more boutique eateries and restaurants, roving security officers offer that additional layer of reassurance for larger areas, or event spaces.
Able to be covertly positioned in suits or formal attire, or more visible in traditional high-visibility clothing, mobile security officers for your hospitality are often what many anticipate when opting for security in the sector. They’re there to offer that overarching security presence you might need, especially during the festive period.
That’s never more true than when you’ve got an event or establishment where you’re planning to serve alcohol. We’ll address this more in our next point, but there’s naturally an increased risk of trouble or unruly behaviour wherever alcohol is concerned.
A patrolling hospitality security officer is also the watchful eye your guests might need in the event of an emergency. It’s a little-known fact that all security officers must be emergency first aid trained, and having that extra point of reassurance is crucial if, for instance, you’ve arranged a menu-tasting event and are unsure of allergens.
Alcohol is often an unavoidable part of our hospitality and leisure sector. Christmas parties, family get-togethers and office celebrations all usually involve alcohol to some degree, and while we might do our best to control it, it can and does lead to further complications, especially when it comes to keeping guests safe over the festive period.
You only need to look at the recent report from the Institute of Alcohol Studies, which found that 62% of all violent crimes that happened on a weekend day involved alcohol to some degree. That’s on an average weekend – that’s only magnified over the festive period, especially given the availability of alcohol, seasonal promotions, and the overall party atmosphere.
This is where expert security officers shine in the hospitality sector, especially those businesses that perhaps aren’t used to such a “rush” on their alcohol. Rowdy customers, dwindling alcohol supplies and a pressurised environment can exacerbate what’s already a difficult situation, and lead to things escalating far beyond what we’d hope for.
Security officers in this scenario can deploy their training in de-escalating the conflicts that can occur, and removing any troublesome guests from the areas where they might be able to further contribute towards any animosity, or ruin the ambience you’ve sought to create.
They’re also able to have those “difficult” conversations on your behalf – such as not allowing an already intoxicated guest to have any more alcohol – freeing your staff up to continue providing the stellar service your more respectful patrons deserve.
Over the festive period, our hospitality venues are often competing to stand out in what can be a cutthroat market. Whether that’s in how they entice customers through the door, or the entertainment they put on to keep people at the venue, there’s much to consider. That’s particularly true if you’re planning events that require a dedicated space.
While many venues will already have a separate staging space in place, there’s still a huge need to keep performers and backstage staff safe and secure while performing – no mean feat where alcohol is concerned, as we’ve already touched on. This is yet another area where your security needs to be robust, and hospitality security officers can and do deliver that sturdy presence.
Able to keep performers and punters separated and secured, they’re the ultimate line of defence in ensuring that the festive show must go on and that everyone involved can do so safely. They also understand the needs of a crowd and can act quickly and decisively to intercept any possible issues before they can develop into something more serious.
That’s an area where Churchill Support Services have comprehensive expertise, having worked alongside the nationally renowned Buzz Bingo for 3-and-a-half years now. Find out more about how we deliver that exceptional service in our complete case study here.
When the evening is winding down, and you’re planning to close down for the evening, clearing those final few stragglers from your premises can be a challenge. That’s especially true for those who’ve perhaps one too many – an all-too-common sight over the festive period.
This won’t be anything an experienced hospitality security officer hasn’t seen before. They’re well-versed in how to deal with the full flow of an evening in Britain’s much-loved leisure and hospitality industry and understand the need for a swift and smooth egress when it comes to the end of the night.
You can rest easy knowing that your security personnel can take on clearing out the remaining guests, while you’re able to focus on getting the premises back to its usual, pristine state. It’s all part and parcel of the service and ensures you’ve always got that support you need.
This also ensures that any entrance policies (such as coat checks and any necessary bag searches) can also be carried out on the return leg of the journey.
Of course, while our guide to keeping guests safe and secure at festive events is as comprehensive as it can be, it means nothing without the right security provider to deliver those services effectively, professionally, and with the same level of passion for the industry that you and your staff have.
Churchill Support Services have all that and much, much more. Having been consummate professionals in hospitality security for 28 years, and the industry-recognised #1 in the UK for the second year running, you’re always in safe, experienced hands.
We know the pressures our hospitality sector faces over the coming weeks, and it’s our sincere mission to alleviate some of that stress and allow you to focus on delivering the levels of service that your customers are expecting.
Get in touch today to discuss how Churchill are the ideal choice for keeping guests secure throughout the festive period, and to receive your free, no-obligation quotation. Concerned you’ve not left enough time to organise your hospitality security? Don’t delay – get in touch today!
How Can Hospitality Venues Ensure Guests Stay Safe At Festive Events?
November 28, 2024
