SURVIVING THE “DOOR”
(A how to guide for successful Bar Security)
Written By: Chris P. Dinunzio
“A bouncer (also known as a doorman, door supervisor or cooler) is a type of security guard, employed at venues such as bars, nightclubs, stripclubs or concerts. A bouncer’s duties are to provide security, check legal age, to refuse entry for intoxicated persons, and to deal with aggressive behavior or non-compliance with statutory or establishment rules. Bouncers are often required where crowd size, clientele or alcohol consumption may make arguments or fights a possibility, or where the threat or presence of criminal gang activity is high.”
In this Article we will examine key steps to ensure a successful Security Team and a safe environment for Guest and Staff alike.
Although it is a common stereotype that all Doorman are “Bouncers,” (oversized Meatheads who demand respect out of fear). The reality is, good club security members require more than just physical qualities such as strength and size: “The best bouncers don’t “bounce” anyone…
Doormen should have superb negotiating skills and the ability to communicate with guest. Customer service is the primary objective and not to dominate or intimidate people. A well trained and mentored Doorman will reduce the need for physical intervention, while a cooled tempered personality will prevent the Doorman from being easily provoked by customers.
Nightclubs also profit from Doorman who can provide written communication skills as they are often required to document assaults in an incident log or using an incident form. Well-kept incident logs can protect the employee and employer from any potential criminal charges or lawsuits that later arise from an incident.
Hiring the right team!
Having worked for more then a decade in the industry, I have come to understand an industry flaw! Bar owners and managers do not take the time to pre-screen their Door Staff. This can be, and often is a fatal mistake to the safety of staff and guest. Bar owners prefer the no cost approach. Owners hire friends of staff and family to safeguard their Business and their livelihood. These individuals are often amateurs with little to no experience and can be more harmful then good to your image. The amateur Doorman will base their work on a Hollywood film or YouTube video, creating more incidents then necessary. How do we solve this issue? Pre-employment interviews and a training syllabus tailored to your business. This will provide your Security Team with a clear and concise understanding of your expectations and their job!
To employ a successful team of Doorman, we must understand the characteristics of the individuals in this profession. Having worked the Door for over 10 years, I have met and trained many different individuals who all have the same characteristics that seem to fall into the “Warrior Culture.” The self image of being “The guy in charge,” or “The hero,” provides Doorman the satisfaction of their jobs with compensation coming second. (I have never met a “well paid” Doorman.) As employers of Door staff we must remove the EGO without jeopardizing the effectiveness of the individuals. How do we do this? PROPER Training!
In Canada, it is the Law that all members of the Security Industry attend a minimum 40 hour training course, write a provincial exam and receive a security license, but is this training sufficient for the tasks of a Doorman? Does training end after a security license is obtained? The answer is NO! Some provinces, such as Alberta have made it mandatory that all Bar Security obtain a Protec Certification, a course specifically tailored to the Bar industry. Alberta has recognized that this is a specialized class of security requiring detailed training for dealing with aggressive behaviours.
Training is paramount, the employee must be just as eager to learn as the employer is to train.
During a customer disturbance, what you say and how you say it affects how the customer will respond. The words you choose and the messages you send through your gestures and body language will determine your success at stabilizing the situation. Even if you say the right things, if your body language sends the wrong message, you might increase the tension in a problem situation – putting your safety and the safety of others at risk.
THE “BOUNCER”
The term bouncer in its self, produces an image of a brawler. Bouncers are often portrayed in movies as tough, thug-like males who love to fight, For example, the movie “Road House”. Many nightclubs hold this image by hiring thugs, wrestlers, or martial artists. Usually these bouncers have little experience and receive no real formal training in criminal or civil law. In a crisis, these inexperienced bouncers will be forced to rely on their own common sense and instincts to solve a problem. This can be very dangerous to the safety of all.
Floor Monitor or Doorman
A better job title for a bouncer might be floor monitor or Door person. In my experience I have often heard the titles of Head Doorman or Cooler. A nightclub is about the business of providing hospitality where people can come to relax, unwind, and have a good time. A good floor monitor will logically manage the guest inside a club and will see to it that no one becomes overly aggressive or obnoxious and ruins the fun of the establishment. A well-trained floor monitor will continuously patrol the establishment. They should be highly visible, and be easily identifiable as a security employee. The floor monitor should continually evaluate the conduct and attitudes of each guest, and watch for negative changes in behavior. The fun of drinking alcohol in a nightclub setting is designed to remove inhibitions and behavior changes are expected. A floor monitors task is to recognize the negative behavior changes and begin to manage the guest. Good floor monitors will use eye contact and body language to let unruly guest know that their conduct is reaching the line for unacceptable behavior.
ENFORCEMENT
Its is at the discretion of the Bar owner to set rules and parameters for their establishment. Whether you are a pub or a nightclub, every bar is different and each must set guidelines that work in conjunction with their business model and insurance policy. The fact that we operate in a high risk capacity opens the door for a slew of issues, including law suites or criminal charges against the business. The most effective Security team will understand “Club Rules” and act immediately to ensure compliance by guest. Often a quick word to a guest who is acting outside of “Club Rules” is highly effective with little risk of damage or injury. Simply asking a person to observe their behaviours and understand that it is not acceptable, is all that is required to resolve an issue. Floor Monitors must understand a 3 strike rule, dependant on the severity of the situation. A second and more stern warning may be needed and a reminder that the Guest will need to vacate the premises if the issue is not resolved.
Club Rules
Here is a suggested list of club rules for bar owners;
• Have a dress code
• Floor Monitors are to remove intoxicated or aggressive guest immediately
• Outside food or drinks are not permissible
• No boisterous behaviour or horseplay
• Guest and staff must respect each other alike
• If you provide a bottle service, bottles must remain at a table and must be poured into a glass for consumption
• No weapons or gang colours
FORCIBLE EJECTION
Having to eject a patron from a nightclub doesn’t always mean that the floor man did not manage them properly
No one likes to be asked or told to leave an establishment, especially if they paid a cover charge to get in
If it becomes necessary to escort an aggressive guest to the door, floor men should be well trained to do so.
Escorting a guest out of a nightclub involves the use of professional verbal commands and a polite explanation of why the guest must leave. If a guest has been already warned it will not come as a shock that they must vacate the premises. If the conduct of the guest was obviously inappropriate, then likewise it should be clear why they are being escorted out. If the guest has been over-served and is intoxicated the request to vacate may be more difficult.
**There are specific verbal training courses that your Security Staff can attend such as; Verbal Judo.**
If a floor monitor is expected to consistently enforce the rules, there can be only two ejection choices for the patron. Leave or be arrested!
The floor monitor must ensure that the ejected guest understands that they must leave the premises immediately or be subject to arrest by the police. If the ejected guest attacks a staff member, reasonable force can be used in self-defence! Reasonable force can also be used to take Suspect in to custody for the police. If you do this, it is important to actually file criminal charges or risk for false imprisonment lawsuit. Under no circumstances should excessive force be used. Floor monitors should also use care when taking a guest to the floor, or handcuffing. Intoxicated or overweight persons have died from positional asphyxiation from too much body weight pressing them to the floor. Always, work with a partner. Use the “tag out” system.
**Use of Force, Handcuffing and Baton Courses are available through numerous security training centres around the globe, in Windsor Ontario I recommend The Protection Supply for any equipment or Use of Force training.**
FIGHTS IN YOUR BAR
The Bar Owner’s Legal Duties
Because of the prudent owner doctrine, bar owners must determine the proper amount of floor monitors to have in place to deter or diminish the number of bar fights. The more likely the incidence of altercations, the higher the number of Floor Monitors required.
“Bouncers” in the past, have been known to use excessive force to stop altercations, resulting in unnecessary injuries not only to the participants of the altercation, but to innocent bystanders. Floor monitors must use force equal to the aggressors, and no more.
How to Prevent physical Altercations
The first step to preventing an altercation or fight starts at the door. It is crucial that you have a well seasoned Doorman. This individual must be cool headed and responsible as this position is the key to the safety of staff and guest. It is the duty of the Doorman to allow and deny guest access to the establishment. It is illegal to allow access to someone who is intoxicated from the effects of alcohol or narcotics. It is illegal to allow a minor as deemed by your state or province into a liquor or gamin establishments. Both offences carry a heavy fine for both staff and owners!
The second step should be an adequate security team. The team inside the bar should having training in the Use of Force and understand the liquor laws for their area. Again Floor monitors need to be cool headed and observant. Constantly scanning the crowd, or moving along with the flow of the guests in the bar. Patrolling floor monitors will have a better understanding of your guests, will identify problematic areas and keeps them generally interested in their duties.
The third step is to ensure that the bartenders do not OVERSERVE. Over service is the number 1 cause of physical altercations. Not only is it against the law, it is dangerous. If you over serve a guest and the become medically ill, your business and livelihood are at risk! I will restate, if your bar over serves and someone gets hurt, you may no longer have a means to support yourself or even worst can be taken into custody for negligence. Same for your employees! Don’t allow this to happen in YOUR BUSINESS!
The five essential steps for defusing a tense situation
• Remain calm and relaxed
If you are calm, then everyone will remain calm. Implement a “tag out” system
• Treat those involved with respect and equal
Remember, most incidents are occurring due to a misguided judge in logical thinking due to the affects of alcohol. This is not the typical behaviour of the guest. And depending on severity of the incident, the individuals involved may still be future customers.
• Listen!
We have 2 ears and 1 mouth, use them accordingly. Hearing the concerns of your guest will help you to make a more informed decision and which actions to take.
• Show Confidence
Know your profession, and have the confidence to enforce the rules and laws
• Do not Escalate the situation with your behaviour
De-escalating hostile situations is your job. If you escalate the situation, you are putting everyone at risk of injury. Again remain calm, and use a “tag out” system.
Alberta Solicitor General, PROTEC and PROSERVE
BRIBES
Anyone who frequents their local clubs knows the way it works. If you “grease the palm” of the Doorman they will turn a blind eye. Bribes contravene many laws, and create a mess for Owners. As earlier stated, the Doorman profession is not lucrative, and some owners have allowed their staff to except bribes from people looking to “cut the line.” The problem with allowing bribes to cut the line is that, you are telling your staff it is ok to take money for not doing their job. There are other solutions such as increasing your cover charge and giving the team a small portion. Or increase the wages of one team member, this will set a “Supervisor” role. This individual must have a clear understanding that they cannot allow bribes. With a supervisor title comes ownership, when a staff member “Owns” their position they a more likely to succeed.
It is without a doubt that I have only hit the tip of the iceberg and that each bar is different in its own character. This is why you must ensure the proper team for you establishment. A trained and mentored team will provide the safety to you, your guest and staff, as well as your cash and assets.
Contact us today to learn about our free seminars.
Chris P.Dinunzio
Owner/Operator
(519)-790-9388
DINUNZIO PROTECTION SERVICES
REFERENCES
Municipal Alcohol Policy City of Windsor 2015
http://protect.aglc.ca/index.aspx?tabid=1
https://en.m.wikipedia.org/wiki/Bouncer_(doorman)
http://m.injuryclaimcoach.com/?url=http%3A%2F%2Fwww.injuryclaimcoach.com%2Fbar-fights.html&width=412
http://www.alllaw.com/articles/nolo/personal-injury/bar-nightclub-liability-fight-injuries.html
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