1
Introduction .................................................................................................................................... 7
2
Organisation: Structure and Function ............................................................................................ 7
2.1 S3 Department........................................................................................................................ 7
2.2 Front of House Host ................................................................................................................ 7
2.2.1 List of Departments ..................................................................................................... 7
2.2.2 Front of House Personnel’s ......................................................................................... 7
2.2.3 List of Personnel’s ....................................................................................................... 7
2.3 Reporting Structure ................................................................................................................ 8
2.3.1 Chain-of-Command ..................................................................................................... 8
2.3.2 Front of House Structural Status ................................................................................. 8
2.4 Mission.................................................................................................................................... 8
2.4.1 FOH Basic Responsibilities........................................................................................... 8
2.4.2 FOH Basic Duties ......................................................................................................... 8
2.4.3 Team Duties .............................................................................................................. 10
2.5 Basic Authority and Limits .................................................................................................... 14
2.5.1 Identification Request ............................................................................................... 15
2.5.2 Emergency Authority ................................................................................................ 15
2.5.3 Complaints ................................................................................................................ 15
3
Code of Conduct ........................................................................................................................... 15
3.1.1 Respect for chain of Command ................................................................................. 15
3.1.2 Harmony and Coordination....................................................................................... 15
3.1.3 Disciplinary Action ..................................................................................................... 15
3.2 Public Contact ....................................................................................................................... 15
3.2.1 Demeanour................................................................................................................ 15
3.2.2 Request and complaints ............................................................................................ 16
3.2.3 Rules and Protocols ................................................................................................... 16
3.2.4 Public Statements and Appearances......................................................................... 16
3.2.5 Neglect of Duty.......................................................................................................... 16
3.2.6 Leaving Duty Post ...................................................................................................... 16
3.2.7 Use of Tobacco .......................................................................................................... 16
3.2.8 Use of Alcohol ........................................................................................................... 16
3.2.9 Possession and use of Drugs ..................................................................................... 17
3.2.10 Use of Position to gain Privileges .............................................................................. 17
3.2.11 Rewards for Services ................................................................................................. 17
3.2.12 Visibility ..................................................................................................................... 17
3.2.13 Dead Batteries ........................................................................................................... 17
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3.2.14 Identified stages of Intervention ............................................................................... 17
3.2.15 Intervention Justification .......................................................................................... 17
4
Responsibilities ............................................................................................................................. 17
4.1.1 Equipment and Dress ................................................................................................ 17
4.1.2 Sony Pictures Entertainment issued Equipment ....................................................... 17
4.1.3 Notification of Damage ............................................................................................. 17
4.1.4 Surrender of Property ............................................................................................... 17
4.1.5 Uniforms and Personal Equipment ........................................................................... 17
4.1.6 Personal Grooming.................................................................................................... 18
4.2 Duty Schedule and Fitness for duty ...................................................................................... 18
4.2.1 Reporting for Duty..................................................................................................... 18
4.2.2 Fitness and Unsatisfactory Performance .................................................................. 18
4.2.3 Illness or Injury .......................................................................................................... 19
4.2.4 Preparation of Duty ................................................................................................... 19
4.2.5 Lunch Time ................................................................................................................ 19
4.2.6 Annual Leave ............................................................................................................. 19
4.2.7 Non-Holiday closures /Holiday Closures ................................................................... 19
4.2.8 Overtime ................................................................................................................... 19
4.2.9 Work Hours ............................................................................................................... 19
4.3 Reports.................................................................................................................................. 19
4.3.1 Timeless and Completeness of reports ..................................................................... 19
4.3.2 Reporting Internal Violations .................................................................................... 20
4.3.3 Accident Investigation and Reports .......................................................................... 20
4.3.4 IDM Report ................................................................................................................ 20
4.3.5 Daily – ORG Termination Report and Daily – ORG End Date Changes. ..................... 20
4.3.6 Daily Occurrence Reports .......................................................................................... 20
4.3.7 TSS Cleaning Report .................................................................................................. 21
4.3.8 Brunel FOH checks Report......................................................................................... 21
4.3.9 Monthly Stats Reports............................................................................................... 21
4.4 ORG Building Security Procedures ........................................................................................ 21
4.4.1 Alarm monitoring ...................................................................................................... 21
4.4.2 Badge Creation Process ............................................................................................. 22
4.5 Keys & Access Card Policy..................................................................................................... 23
4.5.1 Introduction .............................................................................................................. 23
4.5.2 Responsibility ............................................................................................................ 23
4.5.3 Issue and Monitoring ................................................................................................ 23
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4.5.4 Procedures for Access Cards ..................................................................................... 24
4.5.5 Responsibilities.......................................................................................................... 24
4.5.6 Building and Floor Access .......................................................................................... 24
3|Page
1.0
2.0
3.0
4.0
TABLE OF CONTENTS
Introduction
ORGANIZATION: STRUCTURE AND FUNCTION
Departments ...............................................................................................6
4.1
List of Departments ..............................................................................................6
Personnel’s ..................................................................................................6
List of Personnel’s ..................................................................................................6
Reporting Structure .................................................................................................6
Chain-of-Command .................................................................................6
Structural Status .......................................................................................6
Mission .................................................................................................................7
Basic Responsibilities ..............................................................................7
Basic Duties .............................................................................................7
Identification.............................................................................8
Emergency Authority ...............................................................8
Complaints ................................................................................8
Restrictions ...............................................................................9
CODE OF CONDUCT ....................................................................................................9
Respect for Chain of Command ..............................................................................9
Unity of purpose ......................................................................................9
Representation ..........................................................................................9
Disciplinary Action ..................................................................................9
Public Contact .........................................................................................................9
Demeanour .................................................................................................9
Request and Complaints ........................................................................10
Conformance to Law and Regulations ...................................................10
Public Statements and Appearances ......................................................10
Neglect of Duty ......................................................................................10
Leaving Duty Post..................................................................................10
Use of Tobacco ......................................................................................11
Use of Alcohol .......................................................................................11
4|Page
Possession and Use of Drugs ...............................................................11
Political Activity ..................................................................................11
Personal Correspondence .....................................................................12
Use of Position to Grant Privileges ......................................................12
Reward for Services .............................................................................12
Respect for Notices ..............................................................................12
Duty Phone Discipline ...................................................................................12
Visibility ..............................................................................................12
Dead Batteries ......................................................................................12
Identified Stages of Intervention ............................................................13
Intervention Justification .......................................................................13
DUTIES AND RESPONSIBILITIES ............................................................................13
Equipment and Dress Code .............................................................................................13
Uniforms and Personal Equipment ........................................................14
Personal Grooming ................................................................................15
Responsibility for ORG Issue ............................................................13
Notification of Damage ..........................................................................13
Surrender of Property .............................................................................14
PPE Equipment ..............................................................................................15
Other Departmental Equipment .............................................................................16
Duty Schedule and Fitness for Duty ......................................................................16
Reporting for Duty .................................................................................16
Fitness and Unsatisfactory Performance ................................................16
Notification of Illness and Injury ...........................................................16
Familiarization with current orders ........................................................16
Lunch ......................................................................................................16
Holidays .................................................................................................17
Vacation .................................................................................................17
Leaves ....................................................................................................17
Overtime ................................................................................................17
Work Hours ..........................................................................................17
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Staffing During Shifts ..........................................................................18
Reports ...................................................................................................................18
Timeliness and Completion of Reports ..................................................18
Reporting Internal Violations ................................................................18
Investigation of Alleged Misconduct .....................................................19
Accident Investigation ...........................................................................19
Internal Accidents involving Patrol Vehicles ........................................19
Incident Investigation and Reports ........................................................19
Interviewing ........................................................................................19
Filing Reports ......................................................................................19
Suspicious Incidents and Infractions ..................................................20
Hazardous Conditions .........................................................................20
Security of Buildings .............................................................................................20
Issuance and Control of Keys ................................................................................21
Bicycle Parking .......................................................................................................22
Parking ...................................................................22
Emergency Procedures .......................................................................................23
QUALIFICATIONS AND TRAINING .........................................................................23
Qualifications .............................................................................................23
Required Qualifications .........................................................................24
Training ......................................................................................................24
JOB DESCRIPTION
Position Description ...............................................................................................24
Front of House Host ....................................................................... attachment
Front of House Manager ................................................................. attachment
6|Page
1
Introduction
2
Organisation: Structure and Function
2.1
S3 Department
2.2
Front of House Host
The Security, Safety and Sustainability Team are charged with providing Health & Safety and
security Services within the Sony Pictures Entertainment demise in the Brunel Building.
2.2.1
List of Departments
(Insert list of departments)
2.2.2
Front of House Personnel’s
Persons assigned to Front of House Team are known as Front of House Host. (See section
5.0 for job descriptions.) The Team consist of 3 full-time Host and 1 Full time- Front of
House Manager.
2.2.3
List of Personnel’s
7|Page
2.3
Reporting Structure
2.3.1
Chain-of-Command
Front of House personnel’s report to the Front of House Manager, who reports to the
Leanne Brandling Harris Title?, who, in turn, reports to the Director Simon Harris insert title?
Services Use of chain-of-command is mandatory.
Front of House host receive both Instructions and ad hoc directives from direct-line
supervisory personnel in this chain-of command and from no one else. The only exception is
in the case of emergency. (see Emergency procedures)
Given the nature of the task performed by Front of House Host, especially the enforcement
of Safety and Security, some employees may feel they have the privilege of directing a Host
to take specific action outside the usual protocols. Front of House host should treat these
unauthorized directives as requests, like other non-emergency requests for departmental
services, receive them politely, and then exercise judgment in fulfilling the request and
taking appropriate action. If a Front of House Host is unsure of what action to take, he or she
should consult with the Front of House Manager.
2.3.2
Front of House Structural Status
The Front of House team is a subdivision of the Security, Safety and Sustainability Team (S3).
2.4
Mission
2.4.1
FOH Basic Responsibilities
The Front of House Team is charged with first line responsibility to:
Assure the safety of persons, including employees and visitors to the Sony Pictures
Entertainment Premises.
Assure the safety, security, and protection of Sony Pictures Entertainment property,
including building, equipment, and assets as well as non ORG property located temporarily
or permanently within the property.
Ensure guests have a positive experience and are thoroughly screened using the
predetermined security protocols, guidelines, and visitor Management system.
2.4.2
FOH Basic Duties
The Front of House Team main responsibilities are Protection of persons, protection of
property and emergency response services, the duties include but are not limited to the
following:
a. Patrolling all ORG floors on foot inspecting all North & South Core fire exit doors and
internal lift lobby doors to ensure they have remained secure since close. Doors which
are found open should be recorded on the daily occurrence.
b. Checking all fire doors closing mechanisms are operating properly. Recording any
difficulties and or damages on the FOH BRUNEL CHECK SHEET and reporting to
UK_FacilitiesHelpdesk@spe.sony.com.
8|Page
c. Inspect Door readers ensure they are all red and attached securely to the wall.
Reporting damage or flashing readers to the UK_FacilitiesHelpdesk@spe.sony.com
d. Checking all fire exits and escape routes are clear and free from obstruction.
e. Inspecting walls, ceiling and floors for health and safety hazards e.g. Leaks, loose
carpeting, fixtures and damage equipment.
f.
Visually checking all fire extinguishers are in place, tamper tags and signage are intact.
g. Entering each IDF rooms checking the Air condition unit is on and blowing cool air and
the thermostat reads to the agreed set point.
h. Checking meeting rooms have the correct assigned number of chairs and AV equipment
are neatly centred and presented on the Tables. Ensuring the rooms are clean and clear
reporting any deficiencies to cleaners.
i.
Reporting missing/ damaged/malfunctioning AV equipment via ServiceNow. Making an
entry on FOH Brunel Check Sheet Referencing the Ticket number.
j.
Recording all H&S Issues on the FOH Brunel Check Sheet on the Brunel (FOH) Daily
Teams Channel.
k. Managing the Reception duty mobile phone.
l.
Monitoring Camera’s in the EMEA regions and Door reader Statuses. Reporting faults to
the Regional Programme Manager EMEA Pete_Redwin@spe.sony.com.
m. Managing SKYVISITOR guest management system pre-registered guest.
n. Managing Reception email request for routine service and support.
o. Conducting regular weekly and monthly checks and inspections on First Aid box and
Defib equipment – Reporting faults/damage or stock replenishment via email to
Regional Programme Manager, EMEA Ana_Garcia@spe.sony.com
p. Issuing WIFI codes to guest.
q. Close out/Update/Action ServiceNow helpdesk request
r.
ADHOC duties.
s. Manning Reception.
t.
Issuing Temporary Access passes.
u. Completing IDM Leavers and End Date Reports.
v. Printing & Posting EMEA New starter and replacement Access cards.
w. Providing Security coverage for special events.
x. Ensuring personal equipment have been plugged out from desk sockets. Any
confidential documents are removed from view and stored away securely.
y. Switching off all TV and monitor Screens.
z. Carry out a Reconciliation of Keys and Temporary pass.
9|Page
2.4.3
Team Duties
Safety & Security floor patrol
The primary purpose of the floor patrols is to observe and monitor conditions throughout
ORG premises. Throughout the day all egresses are to be checked and secured and any
safety concerns recorded and reported to the EMEA Regional Programme Manager.
LENEL System Administration
The FOH shall manage the processing of staff access throughout the EMEA region using the
Lenel System Administrator program. The host is responsible for creating and issuing new ID
Cards for new starters as well as adding and terminating access.
LENEL Alarm Monitoring
FOH hosts are tasked with periodically monitoring the Lenel Alarm Monitoring system across
the EMEA region. They shall oversee all access into Brunel ORG space and across the ORG
EMEA regions.
Daily Occurrence reporting
Hosts are expected to keep logs of the day’s activities, incidents, and events for the
attention of the Team and for follow up actions.
Brunel_Front_of _House Email inbox
The Reception receives a wide range of request from staff in Brunel and across the EMEA
regions. Emails received during business hours should be responded to in a timely manner.
When an email has had a response ensure it is categorised with a colour coded card and
filed for future reference.
ORG Reception
The ORG Reception shall be consistently manned from 8 am – 6 pm Monday – Friday.
Handling queries and complaints via phone, email, and Face to Face.
Reception Cover
Earlies: 8:00 - 11:00
Middle: 11:00 - 13:00
Late: 13:00 - 16:00
Middle: 16:00 - 18:00
ServiceNow IT Helpdesk
ServiceNow is an IT Service helpdesk were FOH manage approved Service request for the
EMEA region. FOH Manage the processing of EMEA staff access cards.
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WIFI Code
WIFI codes are issued to guest for 1 – 5 day periods. Codes are generated from the SWING
ENROLLMENT SYSTEM.
SKYVISITOR Guest Management
SKYVISITOR is a guest management system provided by Derwent London and used by ORG
staff to pre-register guest. On arrival visitors can check in with the Brunel Building Front of
House Team. Guests will be issued with a temporary Visitor Pass and guided through the
speed lane. An Arrival alert notification will be sent to ORG Reception and the Guest Host.
Guest Management
FOH host shall be aware of all guests entering the ORG space and be familiar with the
SKYVISITOR system required for booking and managing guest arrivals.
FOH hosts shall be aware of the security procedures within ORG and Brunel space, and
ensure the procedures are followed to eliminate unauthorized access. Hosts should be
aware of this to ensure that all guests are process in a timely fashion, professionally and
efficiently as possible.
Visitor Processing
The Brunel Building is multi-tenanted and equipped with a reception Team on the Ground
Floor.
Upon arrival all external visitors are required to register themselves with Brunel reception,
who will then issue each guest with a paper guest pass and guide them through the access
control gates then into a lift to the 12th floor ORG Reception.
Example Scenario
On the arrival of a guest, host shall promptly and politely greet them by name with a friendly
smile and a warm “welcome to Sony Pictures Entertainment”.
“Good Morning John Doe, Welcome to Sony Pictures Entertainment”.
“May I take your coat”.
“Your host Jane Doe will be with you shortly”.
“Can I offer you a beverage whilst you wait?”
“Will you be needing Wifi access during your meeting?”
FOH host are made aware of the arrival of visitors by a SKYVISITOR email notification
received through the SKYVISITOR booking system. Additionally, Brunel reception staff
contacts the FOH duty phone to ensure the guest has been pre-booked and the visit is
expected.
FOH host shall contact the meeting host via Teams, email or a Microsoft Teams call advising
them of their visitors’ arrival.
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FOH shall offer the guest use of a Temporary Access pass for the duration of their visit.
All guests shall sign for receipt of the Temporary access pass and be reminded to return it at
the end of their visit.
Vulnerable People and Additional Needs
•
When dealing with visitors who have additional needs, sensitivity is always important
and where possible, host must advise the Brunel Reception Team in advance.
•
Visually impaired, Deaf, hearing loss, Learning Difficulties and Mobility/Dexterity
impaired persons are some examples of the type of guests who may require further
assistance during their visit. It is important to recognise what support is needed as early
as possible to provide the best customer service.
•
FOH shall be familiar with all facilities and equipment that may help support the needs
of persons with disabilities such as induction loops and locations of the nearest disabled
toilets.
Dealing with Aggrieved Guest
As professional reception/security representatives, it is vital that FOH host always act in a
positive manner in dealing with conflict. FOH Shall use the following as guidance.
Practice active listening - consciously embrace what the person has to say, this will help to
make a good impression and it allows you to really take in what the customer is saying.
Make them feel that they are taken seriously - this can be done by maintaining eye contact
and exhibiting the right non-verbal behaviours.
Respond with empathy - Say things like; ‘I can see why you’re disappointed’ or ‘Oh dear,
that’s not what you would have expected’ or ‘I can understand why you’re upset.”
Be mindful of your verbal and non-verbal cues - The things you say — and do not say — can
significantly affect the outcome of any customer interaction. Showing impatience, or
aggression will only escalate the situation.
Use courtesy phrases such as
“I apologize. I didn’t hear/understand what you said.”
“I’ll check and be right back.”
“Will you hold for a moment while I check on that?”
“Thanks for waiting.”
You should also avoid defensive or hostile gestures such as closed fists or folded arms.
Be Discreet - Being tactful and discreet is crucial when dealing with difficult customers.
Remember, other people are watching. control your feelings and avoid doing anything that
12 | P a g e
could further aggravate the situation. if possible, do not deal with the situation in the open
reception.
To minimize disruption and the potential for the interaction to negatively impact the FOH
service, its recommended that you “discreetly remove the customer in question from an
area.
“This can be achieved by inviting the customer to come to an office or somewhere quieter to
talk properly, making the customer feel important, and as if their complaint or issue is being
handled with the appropriately.
Communicate – start by clarifying and apologizing. Explain what you can and cannot do
about their situation.
Tell the customer you are sorry they have had this experience.
“Never say: “There’s nothing I can do.”
I wish I could do that for you. At this moment, that is beyond my authority, but I will ask the
front of house manager.
Act quickly - quickly address a customer’s concerns may just turn their negative experience
into a positive one.
Tolerating Rudeness - If the situation reaches a point where the customer crosses the line
and becomes rude, you will need to make a judgment call.
First is to give them a chance to calm down. Tel them in a calm but firm voice that they need
to tone down the foul language or actions.
If they refuse to calm down, politely ask them to leave.
Temporary Access Pass
Once a staff identity check using Lenel Administrator has been carried out, a temporary pass
can be issues to staff who have Lost/ Misplaced or forgotten their pass.
Contractor Temporary passes are issued based on an email request from the host sent to the
Brunel FOH team. At the end of each working day users drop the pass back to the FOH for
reconciliation. (See supporting documents pg Access pass policy
IDM Reports
FOH inbox automatically receives two IDM Reports 7days a week, a change End Date report
and a Starters and leavers report. The reports are sent as an Excel attachment detailing all
New and Leaving staff and requests for end date extensions.
End Date report
Amend the end date on Lenel Administrator system for all EMEA staff listed on the report.
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Starters and Leavers
No action is required for new starters. For leavers action returned this will disable the pass.
ADHOC Duties
Post Room cover
FOH will cover post room duties Out of hours. Instructions and guidance from Post
room Manager Tito De sousa.
Weekend Cover
Creating Staff Pass
See Employee Identification/Access Card policy and Procedure here. (insert link to Access
card policy & Procedures)
Team Huddles
The Purpose of the Team huddle is to encourage engagement and communication between
members of the Team. Share ideas and address matters that have been encountered or
might encounter throughout the day.
Huddle schedule
Monday 14:00 - 15:00
Friday 14:00 - 15:00
2.5
Basic Authority and Limits
Front of House Team receive both Instructions and Ad hoc directives from direct-line
Managerial personnel’s in the chain-of command (see section 3.1) and from no one else. The
only exception is in the case of emergency. (See Emergency procedures)
The Front of House team are authorised by the Director Simon Harris Insert Job title to carry
out Safety and security checks.
Given the nature of the task performed by the Front of House Host especially the
enforcement of Safety and Security, some employees may feel they have the privilege of
directing a Host to take specific action outside the usual protocols. Front of House host
should treat these unauthorized directives as requests, like other non-emergency requests
for departmental services, receive them politely, and then exercise judgment in fulfilling the
request and taking appropriate action. If a Front of House Host is unsure of what action to
take, he or she should consult with the Front of House Manager.
14 | P a g e
2.5.1
Identification Request
Front of House Hosts are authorised to request to see the identification of any persons on
ORG property, whether that person is a staff, Visitor, contractor, or non-employee. Any
persons who refuse to comply should be referred to the Front of House manager.
2.5.2
Emergency Authority
In a first aid emergency the Duty phone holder assumes the responsibility of the incident.
In other situations, such as Fire or Bomb threat the please follow the prearranged structure
below. (See supporting documents pg)
2.5.3
Complaints
Front of House Hosts help to ensure compliance of regulations they should not get into
heated debates, discussions or any exchanges with persons who have had to be reminded of
their obligations to comply with regulations. Persons who wish to complain should politely
be referred in the first instance to the Front of House Manager. (See section 3.1 chain of
Command)
Front of House Host must remain calm and courteous regardless of provocation. They must
always be aware that they are representatives of Mitie Signature and they must act with
integrity.
3
Code of Conduct
3.1.1
Respect for chain of Command
Respecting the chain of command means showing respect for superiors and for colleagues.
Raising concerns in an orderly fashion through the chain of command promotes best
management practice.
3.1.2
Harmony and Coordination
The activities and operations of the Front of house Team should not be subjected to division
or to expressions of contempt. Host shall not dispute or disagree publicly with the directive
and decisions of supervisory personnel or the policies and regulations of Sony Pictures
Entertainment/ Mitie Signature.
3.1.3
Disciplinary Action
Disciplinary actions will be imposed in accordance with Mitie Signatures disciplinary policies
and procedures. (insert link to MITIE Disciplinary procedures)
3.2
Public Contact
3.2.1
Demeanour
Front of House Host shall be visible but not obtrusive.
Host should be Polite and courteous whilst performing their duties. They should exercise
patience and discretion and should not engage in argumentative discussions.
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Host shall not use profaning, insulting or sarcastic language or gestures and shall not express
by word or act any type of prejudice concerning race, religion, politics, national origin, age,
lifestyle, or other personal or group characteristics.
Host must remember that their visible public positions carry special responsibilities
therefore they should carry out their duties with the utmost respectability and
professionalism. They shall be firm but courteous with all persons, respectful toward seniors,
and diligent but fair in the performance of their duties.
3.2.2
Request and complaints
When someone asks for assistance, registers a complaint, or makes a report either by
telephone or in person, Hosts shall obtain all pertinent information in an efficient, courteous
manner and shall act upon the matter promptly, thoughtfully, and in accordance with ORG
procedures. Host shall not dissuade anyone from lodging complaints against any colleague
or employee of Sony Pictures Entertainment.
All complaints shall be recorded and forwarded to the Front of House Manager for
investigation.
3.2.3
Rules and Protocols
Front of House Host shall not commit any acts that constitutes a violation of Law or violation
of any rules or regulations of Sony Pictures entertainment and or Mitie Signature.
3.2.4
Public Statements and Appearances
Front of House Host shall not address public gatherings act as correspondent to news media,
release or divulge information about Sony Pictures Entertainment or in any way represent or
Himself or Herself as a spokesman for the company without prior permission from the Chain
of Command.
3.2.5
Neglect of Duty
Host shall not engage in any or personal business that interferes with the performance of
duties or causes them to neglect or be inattentive to their duties.
3.2.6
Leaving Duty Post
Host shall not leave the Building during their shift without prior notification or authorisation
from the Front of House Manager.
3.2.7
Use of Tobacco
Front of House host are permitted to smoke in authorised area outside the Brunel Building.
3.2.8
Use of Alcohol
Front of House host shall not possess or use Alcoholic beverages while on duty. Person’s
found to be intoxicated is unfit for duty and subject disciplinary action.
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3.2.9
Possession and use of Drugs
Host shall not posses or use controlled substances or medications that may have
Hallucinogen affects except for those prescribed by a doctor. If such Substances are
prescribed, Host shall notify the Front of House manager before starting shift.
3.2.10 Use of Position to gain Privileges
Host shall not use their official positions of employment to secure unwarranted privileges or
exemptions for themselves or others.
3.2.11 Rewards for Services
Front of house host shall not seek or accept any money, gifts, Gratuity, rewards or additional
compensation for any service rendered.
3.2.12 Visibility
For Security purposes host patrolling on duty should not isolate themselves, nor should they
conceal themselves. Host should be immediately and readily available to assist during shift.
3.2.13 Dead Batteries
3.2.14 Identified stages of Intervention
3.2.15 Intervention Justification
4
Responsibilities
4.1.1
Equipment and Dress
4.1.2
Sony Pictures Entertainment issued Equipment
Equipment and accessories issued by ORG to the Front of House Team are the responsibility
of each individual Host. Damage incurred due to improper use, negligence, or abuse will be
repaired at the expense of the individual host.
4.1.3
Notification of Damage
All damage equipment should be brought to the attention of the Front of House manager
without delay. A request to ServiceNow IT Helpdesk should be made for immediate repair.
4.1.4
Surrender of Property
Host shall surrender all issued ORG property in their possession upon termination of duty.
Failure to return issued equipment will incur fees for replacement.
4.1.5
Uniforms and Personal Equipment
Requests for uniform should be made to the Front of House manager.
Regulation Uniform for Front of House host consists of the following:
TOPS: White, Dark Grey, Light Grey, Black
Long Sleeve, ¾ Length Sleeve
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Bottoms: White, Dark Grey, Light Grey, Black
Chino’s, Trousers or Skirts
Skirts length: below the Knee
Trainers: White, Dark Grey, Light Grey, Black
Jumpers & Cardigan: White, Dark Grey, Light Grey, Black
Badge: Identification Badge & Name Badge
Click here to see the Front of House Uniform Look Book for more guidance.
Insert Look book in additional information
4.1.6
Personal Grooming
Front of House Hosts Male and Female will report to for duty properly groomed, with
particular attention to the following:
Neat Haircut: There is no restrictions on length of hair if the host is presented neat and
presentable.
Hair Colour:
Facial Hair: Beards and moustaches should be well groomed.
Jewellery: Bracelets, dangling earrings, and necklaces are not to be worn while on duty.
Medical bracelets, a watch, studs, a wedding band/ engagement ring can be worn while on
duty.
4.2
Duty Schedule and Fitness for duty
4.2.1
Reporting for Duty
Host should report for duty at the assigned time and should be physically and mentally fit
and to perform duties. Host shall be in complete and proper uniform and be properly
equipped and aware of all information required to perform daily duties.
4.2.2
Fitness and Unsatisfactory Performance
Host shall maintain physical and mental competency to perform their duties properly and
execute the responsibilities of their role. Unsatisfactory performance shall include but not
limited to, lack of knowledge of the application of duty, rules, processes and regulations.
Unwillingness or inability to perform assigned tasks; failure to conform to work standards;
failure to take appropriate action within their scope of responsibility, absence without leave;
disorderly behaviour or conduct on duty; or repeated infractions of rules, regulation
directives.
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4.2.3
Illness or Injury
Host who are unable to report for work due to illness or injury shall follow the MITIE’s
Signature sickness policy. Insert policy.
4.2.4
Preparation of Duty
Before commencing duty Front of House Host shall acquaint themselves with all matters
affecting the days shift. Each day the Team shall read the daily occurrence Logs and attend
the scheduled 15 min Huddles familiarizing themselves with the day’s activities.
4.2.5
Lunch Time
Front of House Host are permitted to take lunch at the designated times shown.
Early Shift: 11:00
FOH Manager: 12:00
Middle Shift: 13:00
Late Shift: 17:00
4.2.6
Annual Leave
Host shall inform the Front of House manager of their request for Annual leave. Annual
Leave shall be allocated to one Host at any one time to ensure optimum staffing levels. Host
shall ensure sufficient notice is given prior to booking Leave to avoid disappointment. Host
are required to request leave through Mitie Learning Hub. (Insert link to Learning hub)
4.2.7
Non-Holiday closures /Holiday Closures
Security coverage on Bank Holidays shall be covered as overtime. Non-Holiday closures shall
be worked as per rostered.
4.2.8
Overtime
Overtime assignments are scheduled by the Front of House Manager. FOH host shall
complete then send OT record sheets to the Front of House Manager.
4.2.9
Work Hours
Front of House Manager: 08:30~17:00
Early Shift: 06:00~15:00
Middle Shift: 09:00~18:00
Late Shift: 13:00~22:00
4.3
Reports
4.3.1
Timeless and Completeness of reports
Host Shall complete and submit all reports on time and in accordance with established
procedures. Reports shall be truthful and detailed. No Host shall knowingly provide false,
inaccurate or improper information in a report, oral or in writing.
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4.3.2
Reporting Internal Violations
Host shall report to the front of House manager all information that comes to their attention
which indicates or suggest that any persons have or intend to violate rules, regulations or
directive.
The Front of House Manager may direct the host to submit a written report or to keep the
matter confidential to allow the Front of House Manager to consult with the chain of
command.
4.3.3
Accident Investigation and Reports
All unusual incidents, irregularities or suspicious incidents shall be reported via (insert link to
H&S reporting). Examples include but not limited to Injuries, damage to property, suspicious
persons, hazardous conditions and equipment and doors found unsecured that previously
have been secured.
Incidents are investigated by the Health and Safety S3 Team. (insert H&S email)
4.3.4
IDM Report
To maintain security access to premises and to keep Lenel Onguard system up to date with
termination or date change reports. Member of FOH team who starts early shift requires to
do all necessary amendments using Onguard Lenel Administrator.
FOH inbox will receive two types of emails:
4.3.5
Daily – ORG Termination Report and Daily – ORG End Date Changes.
4.3.5.1 Daily – ORG Termination Report
• Termination repots are sent to FOH inbox daily
• Changes are required only to EMEA region employees
• When Excel sheet is open, look for column Region and cell EMEA. Check column
Termination Date then do amendments on Lenel Administrator.
4.3.5.2 Daily - ORG End Date Changes Report
• End date reports are sent to FOH inbox daily
• Email will be only for EMEA region.
• When Excel sheet is open, look for column New End Date and extended security pass
end date on Lenel Administrator.
• Lenel Administrator Manual (insert link to user guide)
4.3.5.3 Daily Occurrence Reports
The report shall be used to record any incidents for further investigations and attention. It
shall be regularly inspected by FOH host prior to the start of duty. The report shall include:
A.
B.
C.
D.
E.
Shift Hour
Basic daily activities
Time of Routine Patrols
Unusual/ suspicious activities
Changes to Process and Procedures
•
•
Location > Teams - ORG – Facilities & S3 > Brunel (FOH) Daily > Daily Occurrence tab
A new entry shall be logged in the Morning, Midday and Evening.
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•
All host shall initial their entry on the daily occurrence reports.
These are items that must be in every daily occurrence report.
4.3.6
TSS Cleaning Report
•
•
4.3.7
Located in Excel (insert teams location)
The FOH host shall record of the arrival and departure times of TSS cleaning staff and
any substitute staff.
Brunel FOH checks Report
•
Location > Teams > ORG – Facilities & S3 > Brunel (FOH) Daily > Files > FOH Brunel
Checks
•
FOH host shall complete Daily/Weekly/ Monthly inspections on:
A.
B.
C.
D.
E.
F.
G.
H.
•
4.3.8
First Aid Kit - Weekly
Defibrillator - Weekly
Building Space - Daily
Fire extinguisher - Daily
Fire Exits - Daily
Office Space - Daily
Equipment - Daily
Access Control – Daily
FOH host shall record on the Brunel FOH checks any issues found while on patrol.
Monthly Stats Reports
•
•
•
Location > Teams: ORG - Brunel Front of House – PRIVATE > Front of House team
documents > Files > FOH Monthly Reports
FOH Host have appointed individual roles in the collection of Monthly stats and numbers
that accrue day to day.
These include: Guest volumes, Email request volumes, Call Volumes, Helpdesk Volumes,
People Update (Starters & Leavers) and staff passes, number of issued access passes and
remaining ID Cards.
4.4
ORG Building Security Procedures
4.4.1
Alarm monitoring
4.4.1.1 Alarm Monitoring Login
• Login – Database choose UK Region
• Apply segment filter – no change, click OK
• Select Monitoring zone no change, click OK
4.4.1.2 Alarm Monitoring (Windows*)
• Main Alarm Monitoring
• System Status Tree (all devices)
• Pending Alarms
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4.4.1.3 System Status Tree
• ACP – Access Control Panel
• LNVR – Video recorder
• To be checked every morning for faults (Red or Yellow crosses on the system)
• If faults found report to EMEA Security Programme Manager
4.4.1.4 Pending Alarms
• Door Forced Open
• Door Held Open
• Connection Lost (Can be intermitted network disconnection, if not restored in 15min
escalate to EMEA Security Programme Manager.
• Power Lost (Power outage to be escalated to EMEA Security Programme Manager
• EMEA region “Connection Lost”, “Power Lost” or “System Offline” first contact local
office to question for any know outages or contractor works then escalate to EMEA
Security Programme Manager.
• Acknowledge alarms by relevant comment.
Office alarms – Known issue:
•
•
•
•
•
•
•
•
4.4.2
Dubai ACP - red crossed.
Dubai LNVR – Yellow Crossed
Moscow LNVR - red crossed
Munich ACP – Entry Double Middle Doors held open
Madrid LNVR – 3x cameras yellow crossed
Madrid ACP1 – Entry Cinema held open
EM AMS – 2x yellow crossed
ETI – 4x yellow crossed
Badge Creation Process
4.4.2.1 ServiceNow
FOH host manage approved Service request for the EMEA region on ServiceNow IT helpdesk.
• ServiceNow notification email received to FOH team’s private inbox.
• Request ticket to be assigned and correct comments made.
• Picture of employee to be attached to request (“EMEA request” Requestor must attach
the picture of employee)
• Update request state to “Work in Progress” if relevant information needed – Update
comment box.
• Update request state to “Closed Completed” if badge has been created – Update
comment box.
4.4.2.2 Creating an Access pass
• Log in to OnGuard System Administrator
• Fill in “Cardholder” information
• Fill in “Badge” information
• Fill in “Access Level” information
• “Capture” to add employee / contractor picture
• “Print” to print the badge
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4.4.2.3 Access Pass Distribution
• Pass shall be deactivated before posting
• Fill in courier document with relevant EMEA office address
• Address Envelope
• Deliver envelope and courier documents to Post Room
To learn more about Lenel Administrator guide. See page ?
4.4.2.4 Replacement badge for Sony Employees / Contractors
• Reprint new pass
• A request for a Headshot picture shall be made to staff with missing photograph
• Update “Sony Lifts’ CSV file
• Send updated CSV file to Brunel Security Security@brunelw2.com
• Newly created access passes shall be delivered to Brunel site Security for programming.
• Notification email should be sent to requester.
4.5
Keys & Access Card Policy
4.5.1
Introduction
This policy has been developed to protect the intellectual Property and resources of the
organisation and employees. This includes the privacy of employees by limiting access to
internal and external unauthorised persons so that the security of the building, staff, clients,
and its facilities are secure. This policy aims to establish a robust process for the issuance of
Keys and Access Cards.
4.5.2
Responsibility
This policy and its enforcement are the responsibility of the Front of House Manager.
The Front of House Team is responsible for issuing and distributing all Sony Pictures
Entertainment employees in the EMEA region identification/ access cards.
It is the responsibility of the front of house Team to maintain systematic and effective
control of Keys & access cards for offices in the Brunel building primarily under the control
and jurisdiction Sony Pictures Entertainment.
The Front of House Team is the authorised agent for the control of all access cards to the
building and the maintenance of accurate records.
The Front of Team will ensure that all details of access cards issued and returned are
updated on the access control system.
4.5.3
Issue and Monitoring
Access cards will be issued to all full-time employees, temporary employees, and
contractors, who require unsupervised access to various parts of the building.
All access cards will be issued with the appropriate level of access and for the appropriate
length of time.
Access cards are issued with the strict trust that proper measures will be taken to ensure
their safekeeping.
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A cardholder may not use another cardholder’s card for the purpose of gaining access to the
offices nor allow another employee, temporary employee, contractor, or tenant to use
his/her card.
If an individual loses his/her access card or it is stolen, the individual must immediately
report this to the Front of House Team who will immediately cancel the access authorisation
of the lost or stolen card in the access control system and issue him/her with a temporary
card which is valid for that day only.
The employee’s Manager should initiate a request via ServiceNow IT Helpdesk for a
replacement Access cards.
A damaged card must be reported and returned to the Front of House Team.
Damaged/ Lost or stolen cards will be replaced at no additional cost.
All Sony Pictures Entertainment Staff and Contractors must return all Keys and Access cards
to the Front of House Team upon termination of employment, contracts, and Service.
It is the responsibility of the Line Manager or host for whom the employee, temporary
employee or contractor has worked to ensure that the Keys and access cards are returned
before the employee, temporary employee or contractor leaves ORG premises.
The line manager/ Host must immediately report the failure to collect and return the Keys/
Access card of an employee or contractor who is leaving to the ORG premises so that the
Front of Team can cancel the access authorisations of that specific card in the access control
system.
It is the responsibility of the Front of House Team to ensure that the Temporary access cards
that are issued daily are recorded as returned or Absent.
4.5.4
Procedures for Access Cards
To ensure that adequate control is maintained over the issue and recovery of access cards.
4.5.5
Responsibilities
The Front of House Team shall ensure that all Temporary cardholders sign and acknowledge
receipt of the access card and acknowledge that he/she has been made aware of his/her
responsibilities in terms of this policy.
Front of House Team must action the IDM “Change end date and termination checklist”
recording that the relevant access cards have been returned by the cardholders.
4.5.6
Building and Floor Access
4.5.6.1 Brunel Building Access
The Brunel estate has 24/7 security coverage with 7 security officers and Supervisors
covering the public spaces during the core hours of 0700-1900. The building team will take
responsibility for managing access control into the building and in the rare event, responding
to any building alarms. There is a smaller but permanent team that covers 1900-0700 during
the week and the weekend. The building also benefits from a 24/7 CCTV control room which
amongst other things manages the buildings fire alarm system. All building security officers
are first aid trained and there will be defibrators located throughout.
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4.5.6.2 ORG Access
ORG is accessible 24 hours a day 365 days of the year to all staff.
ORG contractors requesting both, planned and unplanned access to the Brunel building
during business hours as well as out of hours should seek authorisation.
4.5.6.3 Contractor: Planned visits & Access
• Contractor visits are pre booked during FOH operational hours 7am – 9pm on the
Outlook Calendar or SKYVISITOR visitor Management system.
• ORG host shall be first point of contact to Contractors.
• Contractors shall always be received by ORG host in the 12th floor Goods Lift North core
fire exit.
• Front of House host shall carry out site inductions and provide Contractors site access
passes.
4.5.6.4 Contractors: Out of Hours/ Weekend general Access
• Out of Hours/ weekend Contractor works shall be Pre-scheduled by the ORG Facilities
Manager.
• FOH shall issue ORG contractor general access pass.
• Request for access to ORG high tier areas must be authorised by Simon Ha ?
4.5.6.5 Third party Contractors (without ORG ID) - Emergency/Out of Hours
In case of emergency Brunel Site Security are custodians of emergency ORG Access Passes,
Master key, Fire Suppression Key, Floor plans and an Induction pack.
4.5.6.6 Access to Landlord areas
E.g., Basement, Intake Rooms, Risers, Plant Rooms and Roof.
Contractor working on behalf of ORG wanting access to landlord areas shall be referred to
the Health & Safety S3 Team. Building permits and H&S documentation (RAMS) shall be
authorised and present before work commences.
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Useful Contacts
SECURITY
ORG Front of House
Brunel security
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Brunel_Front_of_House@spe.sony.com
07850501222
security@brunelw2.com
02036269008
Joodiann_Beckford@spe.sony.com
07850501227
ORG Front of House Manager
FACILITIES
Facilities Director
David Kolonics
Christine
Claxton
Senior Facility Manager
David_Kolonics@spe.sony.com
+447803027947
Christine_Claxton@spe.sony.com
+442032166304
Facilities mailbox support
UK Facilities Helpdesk
UK_FacilitiesHelpdesk@spe.sony.com
ORG Post room/Goods In
Tito de Sousa
Tito_DeSousa@spe.sony.com
+447730299954
INFORMATION TECHNOLOGY (IT)
Senior Manager, UK End User
Support & EMEA IT Operations
EMEA IT # EIS
Caroline Bacon
caroline_bacon@spe.sony.com
+442032166322
Senior Technical Lead EMEA
Stuart Watts
stuart_watts@spe.sony.com
+447981224261
Senior Technical Project
Manager EMEA IT # EIS
Mark Davies
mark_davies@spe.sony.com
+447714411866
SECURITY, SAFETY AND SUSTAINABILITY (S3)
S3 Executive Director, Safety,
Security & Sustainability EMEA
Simon Harris
Simon_Harris@spe.sony.com
+4477 1362 0624
S3 Director, Safety,
Sustainability & Continuity
EMEA
Angela Ballesteros
Angela_Ballesteros@spe.sony.com
+447713620565
Director of Security, Special
Operations EMEA
Leanne Brandling - Harris
Leanne_BrandlingHarris@spe.sony.com
+447725639314
Security Programme Manager
EMEA
Peter Redwin
Peter_Redwin@spe.sony.com
+447803027344
H&S Programme Manager
Ana Garcia
Ana_Garcia@spe.sony.com
+447753325402
Supporting Documents
Location of Brunel FOH Checks
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Location of Team Schedule
Location of Daily Occurrence
Location of TSS Cleaning Staff Register
Location of Monthly Stats
ServiceNow Manual
Access Control & CCTV
Lenel Video Viewer
Lenel Alarm Monitoring Manual
Lenel Administrator Manual
Courier Documents
Uniform Look book
SKYVISITOR
Courier Addresses
CVS File
Temporary Access pass Register
Cyclist information Guide
Brunel Onboarding
AED Checks Guide
FOH Health & Safety Procedures
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