What Is Concierge And Reception Security? 7 April 2022

Concierge and reception security is a relatively new development and is where ESG Security take ownership of client’s reception areas to provide security, concierge services and reception duties. ESG Security prides itself in forming strong relationships with its customers and tailoring core services to meet the real needs of client companies.

ESG Security deliver concierge and reception security in a very different way to most other companies. Most security companies would see concierge and reception security as a security officer sat behind a reception desk with little to no training provided to support them.  

Here at ESG Security we have taken a different approach. We have studied how the luxury 5-star hotel sector delivers its extraordinary customer service. The insights we’ve gleaned from the sector include use of correct language (for example, hoteliers advise against the phrase “no problem” as it can sound insincere), how the sector energises its staff and fulfilling the unexpressed wishes of customers.    

Our Training Manager has developed ESG Security’s own comprehensive training program inspired by the insights we’ve uncovered. All the training we’ve devised for our staff adds up to a bigger picture of providing a positive customer experience.  

Our front of house team will be the first representatives of your company, and their smart appearance will provide an excellent first impression. Investing in concierge and reception security is a cost-effective way to provide a friendly welcome and manage security risks in the same space.

General duties of concierge and reception security

• Monitoring employee access/egress
• Monitoring CCTV cameras
• Deterring theft and aggressive behaviour
• Responding promptly to issues
• Key holding
• Health and safety

Customer service duties of concierge and reception security

• Providing advice and assistance
• Co-ordinating activities
• Making phone calls
• Using IT systems