Everyone enjoys travelling, but there is one aspect that people generally dislike: Airport security. Just going to the airport means you will have to get there well in advance, then you must quickly exit your car and grab your luggage, then comes standing in long lines. When you get into those long lines, you will be scrutinized by the TSA, and it's the same old story: being yelled at, hurried along, asked to remove all items in a timeframe that make a Nascar pit-crew look slow, and then go through the metal detectors. According to a 2014 Harris poll conducted for USA Today, half of Americans feel the TSA does not make air travel safer. Obviously nobody wants to compromise their safety in order to not be rushed through the security, so why is it that this experience is almost universally viewed with dissatisfaction? It is because travelers generally view the TSA as rude, unprofessional, and unnecessarily burdening. This is a terrible reputation for a professional security organization to have, let alone a federal one.
Working in security requires a courteous and respectful attitude at all times. As a security professional, you will encounter monotony, uncooperative people, and sometimes seemingly overwhelming crowds. You may also be under strict deadlines, and have to disperse crowds in a timely, and safe manner. It is imperative that you never neglect your duties, and remain constantly alert for any possible threat or breach of security, but the importance of maintaining a professional, and courteous demeanor cannot be stressed enough. You are always representing the organization of which you serve, and can often be the lasting impression visitors and customers have of your group. Do not underestimate the financial implications of this. For example, a quick look at international tourism of the United States will show that a large portion of recurring complaints that harm the chances of visitors coming back and contributing to the economy is the way they feel overburdened by the TSA. In order to present the best image possible, and better serve staff, visitors, and customers, follow these guidelines:
Use appropriate language:
Always be professional, and aware of your surroundings. Also, be mindful of your language, and the tone of your conversations. It is never helpful to be dismissive or curt, and you may end up offending someone, or costing your organization a customer altogether. Always assume someone is listening, and don't talk about anything your boss would find inappropriate. At the same time, use good judgment about when to not conduct in "small talks" with other guards or guests, as this could distract you from your primary role of staying vigilant for any threats.
Maintain good grooming:
Nobody is going to take you seriously if you have an unpresentable appearance. Make sure you uniform is clean and neatly pressed, and that your shirt is tucked in at all times. Be sure to check yourself in the mirror before reporting for duty.
Inspecting individuals and their belongings:
If the situation arises where an individual, or their belongings needs to be inspected, the physical pat-down should be conducted by a security professional of the same gender. If one is not immediately available, hold the person in place until your help arrives. Always be courteous, and remember that while encountering many different cultures, some are more sensitive to physical touching than others.
These are the three basic guidelines that cover your first impression from customers and visitors, and will not only reflect well on your professionalism, but on the organization you are working for as well. It will set a great precedent as you may be the first person people encounter when entering your building. A positive attitude, respect for yourself, and those around you will keep everyone not only happy, but coming back.
