DOOR SUPERVISOR DEALING WITH AN UNWELCOME GUEST
At some point in our job, we have all experienced that annoying person every once in a while, and because you’re a figure of strength they feel the need to challenge your authority on whether or not they can assess your premises.
1. “I’m on your side”
The first step in dealing with people like this is to always act like you’re on their side. Saying something like “Sorry, mate. I know it’s a pain but I can’t let you in. Orders from the manager.” Give them an eye roll for good measure and if they argue with you simply state that you completely agree with them but, your hands are tied and the decision is not up to you.
2. Being assertive versus being arrogant
If your unwelcome guest insists he or she wants to get in, proceed to step two. Let them know of your disappointment that they are being belligerent as a final resort to step one. At some point, you will have to be assertive. This requires great emotional maturity.
At this point, you do not need to be aggressive towards this individual. Just tell them in the calmest way that they won’t be able to gain access to the venue. You don’t need to give them a reason anymore you’ve already done that.
3. Make someone aware of the situation
The unwelcome guest may get aggressive, for your safety, you must tell another team member or your supervisor about the situation. ensure that a camera is present, recording the encounter as it may get gets physical, you must ensure that you are on the right side of the law.
A simple text message or phone call will notify another person. Presence of another person will either cause the uninvited guest to finally leave, or it will provide you with a witness if the situation progresses even further.
4. Get down and do your job
This is when you have to keep an eye the troublemaker. These types of people are likely to sucker punch someone once they realise they can’t physically overpower you. At this point, If the person still hasn’t left you may need to use force to make them take you seriously. However, make sure they are aware of your next action and also let them know that you will not hesitate to do your job if your hand is forced. This is the absolute last resort, but it will happen sometime in your career, and you should always be ready for it.
5. Conclusion: Make sure you’re covered from a legal perspective
Again, be sure there’s evidence if the matter ever goes to the authorities.
1. Record the conversation between you and your vociferous ‘friend’ with your phone.
2. Always have a witness close by.
3. Tell your colleagues and your superior about the current to the situation.
4. Give the person multiple warnings and note the times.
cover this and your job will go smoothly without you getting in trouble for doing the job.