If you are holding a big event of any kind it is likely that it will attract unwelcome people trying to get in. This not only holds up the queue for legitimate invited guests, it also creates confrontation and conflict on the event entrance where the uninvited try to blag their way in. When blagging and pleading fails they will often resort to aggressive behaviour testing the head door supervisor at the event's authority.
1. “Explain and don't give false hope” as an Event Security Officer
The first step in dealing with uninvited guests is to show compassion and understanding while making it clear the reason why they can't come in. Do not give them any hope that they may be able to get in or they will likely stick around for the next hour! Generally saying something like this works "Unfortunately, sir. tonight is strictly invitation only so there isn't any chance of you coming in tonight. Whilst i do sympathise you thought you would be able to attend that isn't the case. So i would rather be upfront with you and not give you any false hope so you can go and enjoy your night elsewhere." If they then decide to argue with you, just say you understand their point of view but what you said stands and that there isn't anything you can do.
2. Be Assertive As A Event Security Officer & Take Them Out of The Queue
If your unwelcome guest continues to persist that they are getting in and ask for the manager, tell them the manager is otherwise engaged and you have full authority to speak with them. . Let them know that they aren't hearing you and nothing will change no matter who they speak with. Keep calm and assertive and repeat that they won't be coming in tonight and they are now wasting theirs and you time. If they then continue to argue, request that they stand aside from the door out of the way and deal with the invited guests.
3. Make Event Reception Staff Aware Of The Situation
The uninvited guest may get aggressive either verbally or physically as they have now been made to step out of the queue and you are getting on with your job, It is wise to tell another security team member or the event staff about the situation as that person will now try and circumvent you to get in and the event team need to be on the same page.
Keep open palms and a non aggressive stance when dealing with the person in any confrontation. Tell them to keep their distance and make them aware that if they do continue with their outburst you will call the Police.
If they put their hands on you use your physical intervention training to get control of the situation and if they are being verbally abusive and refuse to move then tell them to "wait there while you call the Police." That will generally get them moving on and if they don't the Police will move them on when they arrive. Call 101 in a non emergency situation and 999 in an emergency situation.
5. Conclusion Make sure you’re covered from a legal perspective
Make sure there is a record of the situation in case it is reported to the authorities
1. Use your phone to record the exchange
2. Keep a work colleague close by at all times
3. Explain the scenario to your co-workers and line manager
4. Issue numerous warnings to the person and record the times
If you take care of this, your job will run easily and you won't get in trouble for doing it.