Felix - "How to handle yourself in a job like this? The key is to not give in"

“Manners don’t hurt. If a person gives you negativity, always show politeness. I had a man here once who was seriously drunk. I didn’t want to let him in. He insulted me, physically poked me, did everything you could imagine. Ten minutes later he got tired and went home. He knew he wasn’t going to win.

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Body language, attitude and a punter’s motivation are big things to consider.

I was born and raised in Brixton, London. My mum’s Spanish and my dad’s Peruvian, so I’ve got the Spanish connection. I had been working in construction, and out of nowhere I had this weird dream. I saw myself working on the door of a club and when I woke up, I thought: you know what? I’m going to get my licence. Someone told me I should go for it – so I did. The first thing that popped up in my online search was Get Licensed. I went along to the course, but I still had my construction job to go to right after my exam. I was panicking because I thought I wouldn’t make it in time. In the end, I failed first time round, because I couldn’t concentrate. So, I spoke with my boss at the construction site and said, ‘Look you’ve got to give me one day.’ He gave me a day off and I went straight to the exam and passed my SIA training. Then I found a company, they took me on and their first job for me was at WeWork. I loved it. They had great connections, it was beautiful.

Then came the night clubs. I had been securing an exit door of a certain establishment, and within the first five minutes some violence broke out downstairs. I think there was some sort of dispute and I had to go break it up. That night, I chucked out five people because they were being rude and threatening to staff and so forth.

I was juggling WeWork at the time and out of nowhere, my company calls me and says we need you at a certain jazz club, and I said: ‘oh, I ain’t got time!’ They replied: ‘we need you there for eight,’ but I had to close WeWork at eight! How was that going to be possible?! So, I just left a bit earlier and ran to venue in a sweaty panic. Once there, they showed me the ropes and I loved it. A month later I found myself working at the world-famous Ronnie Scott’s. After a strange case of déjà vu, I found myself stood on this very door, chatting to a colleague. I said to him: ‘I had this dream, I was meant to be here.’ Since then, I’ve never left this venue. I love it here. I get to know all the artists that perform here, get to know the history of this place. Believe it or not Jimi Hendrix performed his last performance here at Ronnie Scott’s.

How to handle yourself in a job like this? The key is to not give in. Whatever they throw at you – even if they mention your mother, anything, just don’t give in. Because that’s when you cave and show weakness. You know who wins? You, by laughing and brushing it off. It’s the same deal with fights, because they can sometimes happen outside on the street. There was one incident in a club (not this one) where a guy had chatted up another’s girlfriend. It was three guys against another three and I had to get right in middle of them to break it up. I got there right before they came to blows and that was out of sheer luck, because I had just arrived at the door to see this ruckus. The first thing I think in situations like this is, is anyone injured? Then: is anyone else going to get involved? If I’m just one person and there’s say, twelve people involved, I must consider the two hundred or so people in the vicinity who could also get hurt.

Body language, attitude and a punter’s motivation are big things to consider. For example, when people get to the door and say they want a drink, I politely remind them that there’s a venue upstairs as well, showcasing live performances. In short, it’s my way of saying, you must be respectful, that this is classy joint, and you can’t just get leathered. We’re very picky here at Ronnie Scott’s, it’s a nice venue and very calm, and we like to keep it that way. I’m always mindful of potential trouble, you have to be. My trick, if there’s a group and one of them is too drunk, I always seek out the best friend. I’ll always say: ‘Look mate, please take him home, help him out, be a good friend.’ And if there’s a couple and it’s the girlfriend who’s kicking off, I’ll say: ‘Please, take your girlfriend home. She might get hurt going down the stairs.’ There’s an eighty to ninety percent chance that it works.

You need patience and manners to do a job like this. If you don’t, buy a pillow, go into the cloakroom and start screaming into it. Just don’t lose it, because you’re not only representing yourself, you’re representing the club.”

My trick, if there’s a group and one of them is too drunk, I always seek out the best friend

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Olu – “I enjoy saving people’s lives.”

Olu
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Carl – “I continued performing CPR as there was no way I was going to let him die.”

Carl
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"Security is one of the few professions that offers great flexibility" - Jack

“I spend a lot of my time searching people’s bags, checking for alcohol, especially in a place like this, where it’s widely sold on the premises. Sometimes I’m met with resistance and I’ll be like: ‘can I search your bag?’ and they’ll say: ‘why you gotta search my bag?’

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There’s a comfortable work/life balance to be had

 

It’s like they don’t understand that it’s a necessary precaution, that I’m just doing my job. Of course, If they refuse, then I can’t let them in, which can sometimes cause tension, but it rarely happens. Most of the time people are friendly and willing to cooperate.

Unlike most of my colleagues, I only do this job part-time because I’m studying at uni. It’s been just over a year since I begun working in this sector and I started last summer – after my first year at university. It’s all very convenient because security is one of the few professions that offers great flexibility. If I worked in a restaurant for example, I’d be contracted for fixed days and fixed hours, whereas security is different. Currently, I work for a company called Headline Security. It’s shift based work and although the hours are long, (they range from ten to twelve) it means I can work fewer days a week which frees up my time. There’s a comfortable work/life balance to be had and I think that’s crucial in any job.

 

Whether full-time or part-time, doing a job like this, there’s a great sense of responsibility I feel when performing it. I think it stems from dealing with large crowds of people, there’s just so much to be mindful of: parents with children, the homeless, young people, potential thieves, I could probably go on. When I first started this job, I was a little nervous. As with any new job, there’s always a part of you that feels fear. I guess you could call it a fear of the unknown. Like most jobs, this fear tends to fade with time as you build your confidence, but security is different. There’s always the possibility that something scary could happen at any moment, at any given time. Weeks and even months could pass where the threat is minimal, and you start to think to yourself: this job is so chilled! But when something does happen, you feel as though the rug has been pulled from beneath you. I think that’s what appeals to me most about this job, the fact that things can change unexpectedly. It keeps you on your toes and teaches you to be aware of absolutely everything.

A music festival I worked at recently, a huge fight broke out. One minute I was seeing happy faces and dancing bodies, and the next, I saw a group of men suddenly pile into one other, trading violent blows and shouts of abuse. It was the first and only time I’d ever witnessed something unpleasant on the job. I was new to it back then, so you can imagine how intimidated I felt. Fortunately, one of the senior security guards was on-hand to deal with it, and a response team soon arrived. Although I wasn’t directly involved, I was stood very close to the incident and could have easily got hurt. So now, when I’m on patrol, my mind is always switched on and my eyes never miss a thing. It’s exposure to these kinds of incidents that make you better at your job.

In terms of the work I’ve done, I’d say it’s been quite varied. As mentioned earlier, I’ve worked at music festivals and I think of all the types of venue, this is probably my favourite. Despite the obvious dangers, there’s something appealing about being in the thick of swaying crowds and loud music. It’s a great atmosphere to work in. On the other end of the spectrum, I’ve worked at university graduations – again, large crowds but not as exciting. Currently, I work at The Real Food Market at Southbank Centre Square, right next to the London Eye. The role requires me to stand by the entrance and monitor people coming and going. In some cases, I will search their bags as well as keep an eye on the surrounding areas.

 
 

While I continue my studies, I think I’ll stick with a career in security, and maybe beyond, as something to fall back on. I’ve met people who have done this work for many years and that’s got to mean something. It’s a career that can offer inroads to many industries, and while the work itself can be challenging at times, it always feels fresh.”

“Full-time or part-time, there's a great sense of responsibility I feel.”

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LICENSED LIFE

Olu – “I enjoy saving people’s lives.”

Olu
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Carl – “I continued performing CPR as there was no way I was going to let him die.”

Carl
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"I could have ended up in prison or worse" - Phil

“I was a bad apple when I was younger, and my mother cottoned on quickly. She always felt I needed discipline. So, after many warnings she eventually caved and sent me packing. Before I knew it, I joined the army at the age of seventeen and remained there for several years.

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Many ex-soldiers struggle to make the transition back to civilian life

 

When people hear my cockney accent they always assume I’m a Londoner. However, I was born in Germany and spent a lot of my childhood years in Gibraltar. After a long stint in the army, I decided to not stray too far from what I knew and opted to work in the security sector. Many ex-soldiers struggle to make the transition back to civilian life, so I wanted to ensure that mine wouldn’t be too difficult.

I have worked just about every form of security there is: festivals, doors, close protection, looking after celebrities, the red carpet, I’ve done it all. Yet what I’ve found is that no matter what industry you happen to be in, one is no more challenging than the other. Wherever you find yourself, the prospect of danger will always be near. Take where I currently work for example, it’s a real haven of activity, and you see people from all walks of life here. The surrounding area of Kings Cross station is a huge blend of restaurants, bars, shops, corporate buildings and many other points of interest. So, you can imagine the high volumes of crowds we receive. There’s a lot to consider when patrolling an environment like this: unattended children, teens bunking of school, the homeless, drunkards on a Friday, Saturday night. On top of that, an area like this is extremely high profile, meaning the possibility of a terrorist threat should never be overlooked.

This job can often feel demanding and I think were it not for my military background, I’d probably struggle to cope. A large part of this role requires you to stand for prolonged periods watching people, studying them, seizing potential situations before they escalate. Although we’re primed for every scenario, a lot of the time nothing really happens, which, strangely, can often prove just as challenging. The endless hours of standing idle will test your limits.

If there’s one thing my military experience has taught me, it’s that you must leave your emotions at the door. Too tired? Cold? Fed up? Achy feet? You’re in the wrong job. I remember from my military days that a big part of our training required us to stand as sentries, monitoring areas and posts. We’d go for hours stationed in every kind of terrain, no matter the weather. When you get tired, the mind will start to play tricks on you. That’s when negative thoughts begin to seep in and you feel like giving up. When that happens, it’s vital that you focus your thoughts on the task at hand and rise above the obstacles. It’s all a state of mind really, and I apply this mentality to my current role working as a security guard.

Obviously, security work is far more sedate than being on the battlefield, but that’s not to say I haven’t been shot at or stabbed on the street. Things have gotten so bad among the new generation, it’s hard not to feel entirely safe. With gang stabbings and acid attacks grabbing the headlines, I sometimes wonder where we’re all heading. Kids aren’t kids anymore, they’re potential killers carrying knives in their pockets, when they’re not riding bicycles or glued to Instagram. It’s all very scary. I believe there’s never been a more crucial time to be a security guard, because let’s face it, there’s less police on the beat and the streets have become dangerous.

Don’t get me wrong, there are lighter moments. I get to meet wonderful people from all over the world and help answer their many queries. Some individuals are extremely sociable and warm; always keen to strike up good conversation. Then there’s the part of the role which appeals to me most: to feel I’ve made a difference. Being a first aider, I’ve helped the elderly, people with dementia and other such conditions. When situations like these arise, the job suddenly becomes more than simply protecting or maintaining safety. It becomes about giving and being selfless.

Friends of mine often joke and say stuff like: you should be wearing a bulletproof vest doing the job you do! You’ve got a death wish! 

 

But then I remember how wild I used to be when I was a youngster. If my mother hadn’t sent me off to the army, how would I have turned out? I could have ended up in prison or worse. Thank God I listened to her.”

Kids aren’t kids anymore, they’re potential killers carrying knives in their pockets.

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LICENSED LIFE

Olu – “I enjoy saving people’s lives.”

Olu
READ OLU'S STORY

LICENSED LIFE

Carl – “I continued performing CPR as there was no way I was going to let him die.”

Carl
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"Maybe on a subconscious level I just wanted to play the hero" - Ali

“I like to slowly take everything in. I observe how people dress, listen to the pitch and tone of their voice. If they’re too loud, I’ll ask myself: are they a threat? Likewise, if a person walks past me in suspicion, looking erratic or on edge, I’ll ask again: are they going to be trouble? 

When i think of the risks we take, I’m instantly reminded of my daughter

These questions flit through my mind daily, and strangely, although I’m on my feet stationed at a specific spot or off patrolling an area, I may look like I’m doing very little. But in my mind, I’m practically doing somersaults. I guess you could argue that I have an active imagination, but the fact is, working in a job like this, you must play out every possibility. Better to visualise first than witness something materialise later.

I’ve worked the security game for ten years in total, starting out in retail, but four of my most recent years have been spent here at Kings Cross, patrolling Granary Square. I had another life before this one. Originally, I’m from Lebanon and worked on the police force out there for fifteen years. As you can imagine there’s a lot of unrest in that part of the world and I feel fortunate to be here. I have a brother living here also, so setting up camp in the UK didn’t prove too difficult. I live with my wife and daughter and feel very blessed.

I can’t really say what led me to choose a profession like this. I suppose working as a policeman in Lebanon didn’t seem too far a departure from what I’m doing now. Although, you can’t draw comparisons between the two because the roles are so very different. I guess the dangers were far greater working in Lebanon and I was equipped with a side- arm, whereas here I have just my radio and pepper spray. That’s not say I can ever relax on the job. Many tourists frequent this area as well as city workers. The place is literally swarming with crowds, especially throughout the day, and with all the eye-catching architecture and surrounding markets, many would consider this a high-risk area for potential terrorists. I suppose that was the thing that drew me to a job like this, the demand for public safety. Maybe on a subconscious level I just wanted to play the hero, but I don’t entirely believe that to be true.

Danger is an inevitable part of the job, hero or not. In the many years I have worked in security there have been numerous risks to my life, and thankfully I’ve always managed to emerge unscathed. My most recent brush with near- death occurred right here at Granary Square not that long ago. With this being a busy stomping ground for city workers and tourists, it presents great opportunities for would-be thieves to work their magic. Unlucky for them, I don’t believe in magic. I remember a time where I caught someone directly in the act and made a run for him. I managed to rugby tackle him to the ground and while we tussled, my female colleague, who was stood nearby, happened to witness him reach into his pocket and attempt to pull out a knife. With lightening quick reactions, she was able to disarm him and probably saved my life in the process. We also recovered the stolen handbag and delivered it to its rightful owner. I’ll never forget the gratitude we received after

When I think of the risks we take, I’m instantly reminded of my daughter. At a tender age of twelve she already has dreams of becoming a doctor and I fear the worst sometimes, imagining her fatherless and the impact that could have. It’s a scary thought, but then I’ll stumble across a child her own age, lost or in danger whilst patrolling and ask myself: what if she was mine?

Truth is, we’re all somebody’s son or somebody’s daughter and I believe everyone needs protecting.

I’ll never forget the gratitude we received after.

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LICENSED LIFE

Olu – “I enjoy saving people’s lives.”

Olu
READ OLU'S STORY

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Carl – “I continued performing CPR as there was no way I was going to let him die.”

Carl
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Mohammed - “I always go out of my way to help people"

“I always go out of my way to help people, even though on paper it isn’t strictly my job. I can’t just turn around and say to a customer, ‘go find somebody else, I’m a security guard not a sales assistant.’ No, we’re all part of the same team. The only difference is that I’m here to protect also.

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Some of the hardest situations have happened in the retail sector

I’m from Somalia originally. I came to the UK in 2006 and wasn’t entirely sure what I wanted to do. I had a few friends working in security at the time, so I thought a role like this could be a good fit for me. By 2012, I applied for my SIA badge and from the moment I acquired it, I grabbed work wherever I could, from hotels to construction sites. Later down the line I ended up in retail and that’s the sector I’m currently in. The work is good, and I’ve always gotten along with staff over the years. However, when it comes to the dealing of customers, you need a deft hand. In this role you must consider the possibility that every person walking through the door is a potential thief. So not only do you need to be vigilant, but you must appear non-judging and diplomatic. 

There have been times where I’ve had people scream at me, ‘why are you looking at me!’ or ‘what have you stopped me for!’. Sometimes it’s hard to detect whether a person is a genuine threat or just merely suspicious. Get it wrong, you can end up in hot water.

Some of the hardest situations I’ve had to deal with have occurred within the retail sector. The reason being, the opportunity to steal is far greater, which naturally invites more danger. Before coming to London, I lived and worked in Manchester and provided security for a small branch of Morrisons, situated in Old Trafford, ten minutes from the city centre. Whilst on duty I was completely alone when three Irish guys walked in, each well over six feet tall. One of them had wheeled in this large trolley and started filling it to the brim with whatever he could find; expensive alcohol, various foods, baby nappies, you name it. Straightaway, I sensed something was off. They were loud and aggressive. I wanted desperately to intervene, but I had no backup and was clearly outnumbered. 

All I could do was follow them closely and monitor their every move. Soon, I radioed my manager to alert him of the potential trouble. My suspicion confirmed, I witnessed the three men suddenly wheel the trolley through the doors without paying. I managed to catch up to them and hamper their escape. It was then my manager came running and we all got into a huge scuffle. We had them at the door and gripped onto the trolley tugging and pulling this way and that. But the men overpowered us. They pushed and shoved, shouting abuse at us, ‘move from the door! Move from the f***ing door!’ Eventually they forced their way out, wheeling the trolley to a car parked nearby, flinging everything into the boot.

They got away with over £500 worth of stock and there wasn’t a thing we could do. The police arrived soon after, studied the CCTV footage, managed to get the car’s registration number, but by then the vehicle was probably burnt to a cinder. Thankfully, nobody got hurt and the store was safe. However, this wouldn’t prove the most dangerous situation I’d face. I had worked on a construction site in Salford (Manchester again). It was a huge project involving the demolition of a block of flats and I was based there on a two-year contract. I was part of a two-man security team that would patrol the site. One day, a group of men had snuck in from the rear entrance to steal wires and equipment, that would go on to be sold by the kilo. There were around seven men in total, all white and highly dangerous. When my colleague and I confronted them, one of the men pulled a knife. 

At that moment I raised up my hands and backed away and said, ‘listen guys, we’re only here to work, take what you want. We won’t risk our lives.’ It was a surreal moment, one that really put things in perspective. I have a family, and I don’t think I treasured them more than in that single instance. When the police arrived and saw how shaken we were, they told us Salford is too rough an area to be working in, that we should avoid working there altogether. But if I need money, have bills to pay and mouths to feed, what else am I supposed to do? When the project ended, I took their advice and left Salford for good.

 

I’m now based in London working for a major retailer. It’s been a long journey getting here, and I’m often asked how I cope with all the dangers. The answer is simple: I try not to think about it and just perform the job I’ve chosen to do.”

when it comes to the dealing of customers, you need a deft hand

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Interested in becoming a Door Supervisor. Click below to learn more…

LICENSED LIFE

Olu – “I enjoy saving people’s lives.”

Olu
READ OLU'S STORY

LICENSED LIFE

Carl – “I continued performing CPR as there was no way I was going to let him die.”

Carl
READ CARL'S STORY

“I imagine a world without security, I’m doing brave and important work” - Joseph

“When you get threatened in this job, half the time it’s either the alcohol or the drugs talking. Often, people don’t mean it, but when they do, that’s when the job becomes scary.

"I always make a special effort to learn people’s names"​

At twenty-one I’m young. I’ve only been working in security for seven months. Some might argue I’m new to this line of work, but in the short time I’ve been doing it, I’ve seen a lot. Originally, I wanted to work for the fire brigade but due to wage cuts and station closures, it became too difficult. So, I started working in pubs, clubs and cocktail bars, doing a lot of tendering. Of the latter, I can say I got pretty good at it, but ultimately, I saw myself working on the other side of the bar. One thing I was able to take away from the job, however, was an ability to detect trouble before it materialised. I quickly learned all the tell-tale signs, from aggressive body language to the tone of someone’s voice. Eventually, I became intrigued by the idea of working in security and decided to pursue it as a career.

I decided to get my SIA license in January of last year and managed to get my badge in June. So, although I’ve had my license for a year, I’ve actively been working for seven months. My first job was working at St. Helier’s hospital. Generally, it wasn’t too bad, but some days were challenging. Particularly when dealing with the homeless. Often, they’d slip inside and plead to be seen to and then refuse to leave. This would sometimes drain us of our resources and cause a lot of aggro. It’s not like we could just turn them away, they’re human after all and entitled to the free service the NHS provides.

Since my first gig I’ve worked at numerous drinking holes, a lot of pubs and bars and the like. Where do I see myself in the long-term? Well, although I’m happy where I am (working on the doors) I’m very interested in expanding my skills and becoming a CCTV operator. The pay is better and the risk lower to myself. I also want to update my first aid training and get a more advanced qualification, I think this could certainly open doors for me. For now, at least, I don’t think I’m doing too badly. After all, I’m twenty-one and already head doorman of this very pub. Two months earlier I worked at another venue called The Milan Bar which was much like this place, chilled and relaxed with very few skirmishes breaking out. Occasionally, I’d witness the odd bit of drug use, but that’s as serious as things got.

Have things ever truly gotten out of hand? Definitely. Working this job, I’ve had all sorts of threats hurled at me, from getting stabbed to getting shot. A lot of the time it’s just intimidation, but every so often you do ask yourself: how safe am I, really? I remember an occasion where I looked after three girls who had been sexually assaulted, just down the road from a bar I worked in at the time. They were understandably distressed and highly shook, so we led them into the venue for safety. Suddenly, their attackers turned up outside the bar, shouting and demanding to be let in. One of them smashed a bottle against the pavement and started waving it around like a weapon. We had to close the doors and lock them. It was a horrible experience, but what made matters worse, was the appalling response time of the police. Despite the severity of the situation (we explicitly told them that there were two men, one of whom brandished a deadly weapon with a clear intent to use it), it took them forty minutes to arrive.

It’s during the more difficult moments where you realise just how invaluable communication is. Wherever my work takes me, I always make a special effort to learn people’s names, and chat to the customers, the staff and managers. Even if I know I’m never going to see them again, it’s always beneficial to have a feel for the people you work with, as well as the venue and area. It not only fuels your confidence but gives you an awareness. I’m sociable I guess, and that can go a long way.

I suppose you could argue that people take what we do for granted. I’m constantly warned that I’m going to wind up stabbed or worse. When I first got into this work, the potential risks were a big concern for me. Walking home late at night after a shift, would often require nerves of steel. Now though, the fear just washes over my head. I think a lot of that stems from growing up in a rough area. I’ve taught myself to keep fear at bay and to always have my eyes open. One night a bloke will threaten to shank me and the next, he’ll apologise and offer to buy me a pint. I’ve come to accept this as the norm and when I worry, I just imagine a world without security. It’s then I realise, I’m doing brave and important work.”


“Have things ever truly gotten out of hand? Definitely.”

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LICENSED LIFE

Olu – “I enjoy saving people’s lives.”

Olu
READ OLU'S STORY

LICENSED LIFE

Carl – “I continued performing CPR as there was no way I was going to let him die.”

Carl
READ CARL'S STORY