The point of entry, which is the obviously the entrance to the venue, is the first contact a customer will have with an establishment. As a door supervisor much of your job will be carried out there.
As it is the first impression a customer will often have of the venue, it is important that all members of the door team display a professional appearance. Here a door supervisors can act in a way that will improve the image of the profession or alternatively, act in a way that only reinforces the bad reputation attached to the role.
A door supervisor will use good communication skills and will act fairly whilst enforcing both the law and the venue’s policies. Importantly, from a legal perspective you will have to wear your SIA licence so that it is visible to the customer. If they wish to make a complaint, you will have to give them your SIA licence number.
Main Point of Entry tasks
The main task of the door supervisor in this situation is to make the correct selection of customers for the venue, and keeping undesirables out. This selection process is important as it can make or break the atmosphere and therefore success of a venue. The right crowd will be inside having fun, and any problems will be kept to a minimum.
The conditions generally are that anyone who is too drunk, or anyone who is underage has to be refused entry. Beyond that a venue may have its own conditions of entry, (certain dress codes, or an entrance age above the legal drinking age etc).
A venue should clearly advertise its conditions of entry so that customers are aware before arriving. If this is made clear, there is no issue of people joining a long queue only to be turned away for conditions that they were not aware of. Basically, it is about fair treatment of your customer.
When refusing entry to customers it is important that a door supervisor does so in a polite and professional way. Explaining clearly the reason for refusal is also important.
Some people will always argue when refused entry, especially if they are drunk. As was explained in our article on dealing with aggression, any reasons for refusal should be patiently explained. And re-explained if necessary.
In some circumstances it may be appropriate to call the manager for further explanation to the customer. If the person still refuses to leave, the police can be called to move them from the premises. Most customers will leave once informed that the police will be called.
Customers understandably get annoyed if in a queue too long. This can be exaggerated under the influence of alcohol, or in bad weather. Explaining the reasons for delays will avoid the tension mounting. Again, if someone has to be refused entry, they are likely to be accommodating if they are told as they join the queue rather than having to wait 30 minutes before being asked to leave.
Queue-jumping should also be supervised. People understandably get upset and annoyed if others are pushing into the queue making their wait even longer. Fights can start this way.
If a membership scheme allows people to go straight in, this needs to be clear to those waiting in line. People do not like to think that others are getting beneficial treatment for no reason.
Only then will the venue attract the type of crowd it wants, while keeping everyone safe and on site incidents to a minimum. Which at the end of the day is what makes a perfect working environment for any door supervisor.