Receptionist and security officer: Do you really need two people?

We’re exploring another option: concierge security. If you’re not sure what that is, and what a security concierge actually does, read on.

Security with finesse

Security concierge staff operate at the sweet spot between security and customer service. It’s reliable, professional security carried out with finesse.

As with a traditional receptionist, they are the first point of contact. These highly-trained professionals are brand ambassadors. They offer a warm welcome to guests and a familiar reassuring presence to employees.

Heavy-handed aggression doesn’t come into it. Instead, they use observational awareness and emotional intelligence to spot subtle behavioral indicators of risk. Often, just a quiet word, or a slight change in posture, is enough to deter troublemakers and de-escalate a potential conflict.

Security concierge and receptionist — The overlap

The roles of security concierge and receptionist overlap, so we’ll start with what they have in common. Both undertake the following:

• Greeting and directing visitors
• Signing in guests and issuing visitor passes
• Maintaining visitor records
• Providing general information for employees, clients and visitors
• Answering phone calls and emails
• Handling post, parcels and deliveries
• Monitoring contractor arrivals
• Using visitor management systems
• Managing the front desk
• Supporting health and safety procedures
• Reporting maintenance issues

SIA licensing

Most receptionists in the UK aren’t licensed by the SIA (Security Industry Authority). When there’s a security officer present in reception, there’s no need. As the SIA’s guidance makes clear, it’s the activities performed, not the job title, which determine whether a license is required.

None of the front desk activities above require a licence. But what if you don’t want to employ both a security guard and a receptionist? This is where the security concierge comes in.

The role of a security concierge

Security concierge staff do everything a receptionist does — and more. Besides the front desk management listed above, their duties include, but are not limited to, the following:

• Monitoring CCTV and alarm systems
• Managing access control and security screening
• Internal and external patrols
• De-escalating conflict and deterring dangerous behaviour
• Politely challenging unauthorised individuals
• Responding to incidents and emergencies
• Liaising with emergency services
• Security incident reporting
• Locking and unlocking procedures
• Supporting business continuity during emergencies

They’re discreet, effective and completely unlike the traditional image of a black-clad, intimidating, male security guard. For a start, a good proportion of concierge security officers are women.

Where discreet security matters most

There’s an obvious money-saving benefit to employing one member of staff, rather than two. Having said that, there are also some environments where this service is particularly suitable.

Because concierge security offers protection and controlled access without sacrificing brand perception, it’s ideal for locations such as: 

• High-end corporate office buildings
• Commercial business parks
• Luxury residential developments
• Embassies
• Museums, art galleries and cultural venues
• Government buildings
• Hospitals and healthcare facilities
• Private events

Training beyond security

Concierge security officers are SIA-licensed, brand-aligned professionals with skills which go beyond security. They have been trained in customer service etiquette, cultural awareness, conflict management and acute behavioural observation.

Effectively, one person is both a receptionist and a security officer. Their presence is a reassuring comfort for guests and employees, and a quiet deterrent to criminals. They protect your staff, and they protect your brand.

At CSG, we offer highly-trained, SIA-licensed concierge security officers and traditional receptionists. But you may not need both. Get in touch for a no-obligation chat.