How does security officer deal with protest

sal

I work for a 5 star hotel in central london as a Security officer and I am in the process of preparing security operating proceedure (SOP) on how an officer should deal with an incident of public protest/demonstration.

At this stage, I am gathering as much info as i can. However i would appreciate any expert or even novice out there who can help me or even direct me to a source. I have come with the following points;

- Inform Senior level, Police, Duty manager
-Investigation, who, what, why etc
-Observation, CCTV
- Incident handeling, dealing with protesters should they enter the premises and media should they be present

Thats as far as i have done. I look forward to your replies.

Much appreciated in advance,

mts

This is a good question Sai.
The vast majority of demonstrations will occur outside the building. In this case you should close the doors limited entry/exit to single file and as you mentioned, alert management and police immediately.
If the crowd attempts to enter the premises you can lock the door/s.
You can record faces in the corwd via CCTV or hand held camera and keep for your record as well as hand over to the police.
The who what why is nice to have but the Bobbies will take care of that as soon as they arrive, which would usually be in a few minutes from the call.

There is not much else you can do.

Your job is to keep the patrons and staff safe from harm and the best way to achieve this in a case such as this is to be in control of entry points to the premises. Property is secondary unless damage of property will lead to endangering life (example arson etc.) IOW, if they want to do the huka, toya toya, scream and shout or other outside of the premises, there is little you can do other than watch for a change and ensure your patrons are safe.

If the demonstration happens inside the premises, you need to limit patrons accessing the area and of course call the Bobbies to sort it out; but defninately not a situation i would like to be in.

I hope that helps, good question and you're defs on the right track.

m

James Mc

Very good question Sal,

i would suggest you always apply the defination of what security is in its rawest form, "control of access"!

If they are outside, dont let them in, if they are inside, control the areas to which they can gain access, as MTS said you are there to protect the patrons, staff and buildings. Always try and work the SO's in pairs to ensure you have a witnesses incase there are claims against the security team.

Finally when you do finalise your SOP's & without trying to insult your intelligence, ensure the security team, rehearse, rehearse & rehearse somemore.

James Mc

24/7

Hi Sal,
Like mts has already said, you can only do so much, but he has covered that already. Demonstrations have normally fixed timings on where and when they will take place, so the authorities should take care of any security issues.They should also contact you to talk about relevant security problems,which may arrise, especially if this is going to happen in front of your hotel. But spontan demos, like mts said, close doors, watch entries -exits, use CCTV and use any availiable security staff to show presence. Use other staff members to comfort guests etc.

littlewoman

I don't know if you're including this, but its important to decide in advance who does what, ie. who covers what entrances. Don't forget back entrances such as kitchens, it's not uncommon for activists to use a main front door demo as a distraction for a smaller team to enter elsewhere. I think its important to alert all staff to the problem so that they can at least act as eyes and ears and report anything untoward (that means kitchen staff, cleaners etc.) It may be worth checking out some of your prominent guests on-line to see if they have had problems before and pre-warning key staff if there may be an issue. Also keep in touch with whats happeneing locally as big demos nearby can increase the possibility of a spin-off protest particularly by anarchist types.
Also wise to check out all relevant laws and what you can and can't do with protestors. Laws on aggravated trespass could be useful (although it isn't an indictable offence).
With CCTV its good to have one person monitoring the overall situation to help co-ordinate the security but also have one person zooming in on individuals to help identify them later.

Its good to see a hotel thinking about these things in advance instead of waiting until something happens and then panicking.

EdB

Hi Sal,

This is some info I had on file hope it helps

Ed

Scab

Contact Canary Wharf's security management; they have experience with SHAC. Aside that good advice given so far.

Roadhog

As littlewoman states check out the laws on trespass. The issue with applying tresspassing laws to hotels is that they are to an extent open to the public, by their very nature they need to be welcoming environments and chances are you have a bar that is open to non-guests, hence this would allow any protestors a semi-legit excuse to use, "Oh no I'm not a protestor I'm going to the bar". Prove otherwise- 10% of the time you'll end up with a legit patron who will compain very loudly to the Hotel Manager and anyone else who will listen- and then you'll be up to your neck in it.
I would however be of the opinion that under the tresspass laws all it potentially takes is for a senior member of staff- Hotel Manager or EAM Rooms to request they leave- hence withdrawing their invitation to be within the Hotel. If they don't then they are technically trespassing.
I would however suggest that as others have suggested it's more of a case of close and bolt every door possible and guard the essential doors- eg front of house entrance and one back of house entrance. With some hotels, in particular 1 5* West London Hotel where the Back of House is near the Main Entrance this could be particularly problematic.
Other than that I would suggest improving your protective intelligence procedures as well. There is at least 1 networking group among the London Hotel security managers that normally disseminates information about protests, parades etc. Other than that consider what is there in your hotel that could make it a target of protests, for a London 5* I was at it was a restaurant owned by Gordon Ramsey because they used foie gras pate. If it is guests then you need to work with reservations and the front office to collect bios on each guest, perhaps a copy of the guests due to check in the next day could be provided at night and the overnight security officer could use the marvelous invention of the internet to research and vet any potential issues- often if it is a 5* someone will be doing it already.
Media relations should be handled by the communications director or Hotel Manager only, if they ask any Security Officer a question it should be directed up the chain of command. You could do wonders in terms of reputation by working with the protestors, if they happen to roll up speak to them, offer them tea/ water/ coffee etc if they stand off to one side, some will, some won't but it will make a better impression for the media and arriving guests if there isn't a baying mob in front of the hotel entrance.
Also in terms of Security Officers behaviour if there is a protest, get them to play down the trouble and bother the protest is causing- think Noel Coward etc. If you can downplay a guests fears by laughing and joking about it with them then chances are what will be a brief interruption to their stay maybe something they will remember for a positive reason.
I will definitely second James MC about the practice, practice, practice idea. However, with hotels it is easier said than done.

Good luck

Al

KEVTHEMED

Remember the weak points
Kitchen areas- always open for deliveries etc, easy to access via car parks etc.
Set automatic doors to restrictive open - so it opens from the inside only- needs to be manned with the key.
be aware of staff smoking areas- usually by a fire exit so it can be left open.
Be aware of any incidents of unauthorised people been seen in these areas prior to any high profile event- it may be a recce of access points, take them out the way they came not through the hotel it limits the info they have.
Hotels with public bars are a nightmare as they usually have more than one entry and exit.
Use CCTV its a force multiplyer.
Check good comms set up, its good to talk but only if its relivent.
Beware of a sudden influx of walk ins- people looking for a room with no reservation wanting to share a room.
Make sure that the staff as a whole are aware of the SOPs.

Hope this helps
KTM

John Twells

I would like to think a 5* hotel would already have SOP's written by the H of D or at group level. Whatever you produce it should by finnally written up and signed by the GM after being cleared with their insurers. Strongly suggest you reach out to some of the experienced Hotel H of S for advice before putting your own head in the noose. Good Luck. PM if you want to discuss further. JT