Torchora
Back to Home

Key Responsibilities and Required Skills for Front of House Security Officer

💰 $30,000 - $45,000 / year

SecurityFront of HouseCustomer ServiceFacilities

🎯 Role Definition

We are seeking a professional Front of House Security Officer to be the visible security presence at our reception and public areas. This role blends hospitality and protection: you will manage access control, deliver exceptional customer service, assess and de-escalate incidents, operate surveillance systems, and coordinate emergency responses with internal teams and external responders. The Front of House Security Officer is the first point of contact for visitors and staff and must balance approachable, service-oriented behavior with decisive, safety-first action.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Receptionist or Concierge transitioning to security/customer-facing roles
  • Retail or hospitality security associate
  • Military or law enforcement support staff moving to civilian facility security

Advancement To:

  • Senior Front of House / Lead Security Officer
  • Security Supervisor or Security Shift Manager
  • Corporate Security Coordinator or Facilities Security Manager

Lateral Moves:

  • Customer Experience / Visitor Services Supervisor
  • Loss Prevention Specialist
  • Emergency Preparedness Coordinator

Core Responsibilities

Primary Functions

  • Greet visitors and contractors professionally while performing identity verification and access control procedures, issuing visitor badges and maintaining accurate visitor logs to protect the building and occupants.
  • Conduct continuous front-of-house patrols and perimeter checks of lobbies, public corridors, and external approaches to proactively identify hazards, suspicious behavior, and safety code violations.
  • Monitor, operate and maintain CCTV, access control panels and alarm systems, ensuring cameras are operational, incidents are recorded, and footage is preserved and logged for investigations.
  • Respond rapidly and calmly to incidents including medical emergencies, fire alarms, disturbances, and safety hazards, executing emergency response protocols and coordinating with internal on-call personnel and emergency services.
  • De-escalate confrontations and diffuse aggressive or disruptive behavior using approved verbal intervention and conflict resolution techniques, documenting outcomes and follow-up actions in incident reports.
  • Perform thorough bag checks, ID verification and metal-detection screening at entry points when required, enforcing site policies consistently and courteously to maintain a safe environment.
  • Implement crowd management strategies during busy periods and events, directing pedestrian flows, queuing, and entry/exit routes while liaising with event staff to ensure public safety.
  • Conduct detailed incident reporting and case documentation using digital reporting systems, including witness statements, time-stamped logs, evidence handling, and follow-up recommendations for management.
  • Execute access control administration: manage temporary access, revoke or escalate suspicious requests, coordinate with IT and facilities for badge provisioning and disablement of credentials.
  • Escort visitors, employees or high-value assets between site locations when required, using situational assessment to minimize exposure to risk and maintain professional presentation.
  • Provide first-response first aid and basic life support (CPR/AED) until medical professionals arrive; maintain certifications and ensure first-aid kit readiness.
  • Support front desk operations during high-volume times, answering security-related inquiries, providing directions, liaising with concierge services, and ensuring a welcoming experience for guests while maintaining security posture.
  • Enforce site policies such as no-smoking zones, restricted area access, and anti-tailgating measures while maintaining a service-oriented demeanor to minimize confrontation.
  • Investigate and follow up on security breaches, property damage, theft, or suspicious packages—collecting evidence, coordinating with supervisors and law enforcement when required, and implementing corrective measures.
  • Conduct routine checks of emergency equipment (fire extinguishers, exit signage, emergency lighting) and report maintenance needs to facilities teams to ensure code compliance and readiness.
  • Perform vehicle screening and traffic control in pickup/drop-off zones, supervising loading bays and ensuring safe vehicle movement in service and delivery areas.
  • Maintain confidentiality and chain-of-custody for sensitive documents and property recovered or surrendered during security incidents; follow established protocol for lost-and-found.
  • Maintain daily security logs, shift handover briefings and communicate operational matters to incoming shifts, ensuring continuity and clarity of responsibilities.
  • Participate in scheduled security audits, risk assessments and drills, contributing frontline observations and recommending improvements to standard operating procedures.
  • Train and mentor junior security staff and reception team members on front-of-house security procedures, customer service best practices and incident documentation standards.
  • Liaise with building management, tenants and third-party service providers to coordinate security access, scheduled maintenance, and to communicate real-time security advisories as needed.

Secondary Functions

  • Assist with the development and refinement of front-of-house security policies and visitor management procedures.
  • Support tenant and staff onboarding by explaining security protocols and site-specific safety rules to new employees and contractors.
  • Maintain and update digital access rosters and coordinate temporary credentials for contractors and event staff.
  • Participate in monthly performance reviews and contribute to training plans for continuous improvement of front-of-house safety operations.
  • Provide data and summaries for management reporting on security incidents, visitor trends, and access exceptions.

Required Skills & Competencies

Hard Skills (Technical)

  • Access control systems operation (badge systems, turnstiles, electronic locks) and user provisioning.
  • Closed-circuit television (CCTV) monitoring and video evidence retrieval/archiving.
  • Incident reporting platforms and security log management (digital report writing).
  • First aid, CPR and Automated External Defibrillator (AED) operation and certification.
  • Fire safety and emergency response procedures, including evacuation coordination.
  • Metal detector and physical screening procedures, including bag searches and pat-down protocols.
  • Radio communication protocols and two-way radio operation for coordinated response.
  • Crowd management and queue control techniques for high-traffic environments.
  • Familiarity with local security licensing requirements (e.g., SIA license, Security Guard License) and compliance obligations.
  • Basic IT literacy: Microsoft Office (Excel/Word), visitor management systems and mobile incident reporting apps.
  • Evidence handling and chain-of-custody best practices.
  • Knowledge of local laws regarding detention, search and citizen's arrest (where applicable).

Soft Skills

  • Exceptional verbal communication and interpersonal skills for guest-facing interactions and conflict de-escalation.
  • Strong situational awareness and observation skills to detect anomalies before they escalate.
  • High emotional intelligence and diplomacy when enforcing policy with diverse visitors and staff.
  • Calm decision-making under pressure with the ability to prioritize simultaneous incidents.
  • Professional presence and customer-service mindset to balance hospitality with security enforcement.
  • Teamwork and collaboration across facilities, reception, legal and emergency services.
  • Discretion, integrity and the ability to handle sensitive information confidentially.
  • Time management and reliability for shift-based operations, including punctuality for handovers.
  • Adaptability and learning agility in evolving security environments and technologies.
  • Problem-solving orientation and detail-focus for accurate incident documentation and follow-through.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent.

Preferred Education:

  • Associate degree or coursework in Criminal Justice, Hospitality Management, Public Safety, or related fields.

Relevant Fields of Study:

  • Criminal Justice
  • Security Management
  • Hospitality / Guest Services
  • Emergency Management
  • Facilities Management

Experience Requirements

Typical Experience Range: 1 - 4 years of front-of-house, retail, hospitality, or corporate security experience.

Preferred:

  • 2+ years as a customer-facing security officer or concierge with demonstrated experience in access control, CCTV monitoring, incident response and crowd management.
  • Prior experience working in high-traffic corporate lobbies, cultural venues, hospitality environments, or multi-tenant buildings is highly desirable.
  • Certifications such as Security Guard License (jurisdictional), SIA badge (UK), First Aid/CPR, and conflict management training are preferred.
Explore More Careers