Golden Triangle Mall Security

Table of Contents

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Table of Contents
Table of Contents ...................................................................................................................... iii
Introduction ................................................................................................................................v
Shift Instructions .........................................................................................................................3
Morning Shift 0800-1600 ........................................................................................................3
Evening Shift 1600-2400 .........................................................................................................3
Midnight Shift 2400-0800 .......................................................................................................3
Sunday Morning Shift 0800-1600............................................................................................4
Sunday Evening Shift 1600-2400 ............................................................................................4
Responding to Calls ....................................................................................................................7
Shoplifters ...............................................................................................................................7
Unsatisfied/Hostile Customers.................................................................................................7
Unlocked gates/back entrances after the mall is closed ............................................................8
Lost Items ...............................................................................................................................8
Missing Child/Parent ...............................................................................................................8
1. Keep the customer calm by letting the customer know who you are, that you're here to help
and you will find who they are looking for. .................................................................................8
Accident in Parking Lot...........................................................................................................9
Escort ......................................................................................................................................9
Misbehaving Children .............................................................................................................9
Solicitors ............................................................................................................................... 10
Fighting ................................................................................................................................. 10
Vandalism ............................................................................................................................. 10
Liquid or Food Spill .............................................................................................................. 10
Index ......................................................................................................................................... 11

Introduction

Introduction
This manual is designed to inform and instruct part-time and new hires Golden Triangle
Mall security guards. This manual lists the steps to take involving frequent situations that
happen while on patrol. Not every situation may be in this manual. This manual is
intended to be a guide and foundation of rules for frequent situations for all security
personnel to follow while on patrol.

Duties

Chapter 1

Shift Instructions
The following chapter breaks down each shift into a list of duties to perform during while
on duty.
Morning Shift 0800-1600
1. Clock into the system at the appropriate time of your shift and receive debrief from the
officer(s) you relieve.
2. Begin unlocking the mall main entrances and corridors so tenants can get into their stores
early.
3. Respond to any calls received over the radio.
4. Patrol walkways, corridors and bathrooms for any suspicious activity, food, liquid spills,
or vandalism.
5. Fill out your daily activity report and place in the director of security inbox.
6. Give a proper debrief to the officer(s) relieving you.
7. Clock out of the system at the appropriate time.
Evening Shift 1600-2400
1. Clock into the system at the appropriate time of your shift and receive debrief from the
officer(s) you relieve.
2. Patrol walkways, corridors and bathrooms for any suspicious activity, food, liquid spills,
or vandalism.
3. Respond to any calls received over the radio.
4. The mall closes at 2100, begin locking the main entrances and corridors at 2130 to allow
enough time for tenants to take their trash out and lock up their stores.
5. Patrol corridors every hour to ensure no back entrances to stores are unlocked.
6. Fill out your daily activity report and place in the director of security inbox.
7. Give a proper debrief to the officer(s) relieving you.
8. Clock out of the system at the appropriate time.

Midnight Shift 2400-0800

1. Clock into the system at the appropriate time of your shift and receive debrief from the
officer(s) you relieve.
2. Patrol walkways, corridors and bathrooms for any suspicious activity, food, liquid spills,
or vandalism.
3. Patrol corridors every hour to ensure no back entrances to stores are unlocked.
4. Respond to any calls received over the radio.
5. Drive around the parking lot to each entrance of the mall where the car counters are
located and write down the number of cars that came through for the day.
6. Fill out a daily activity report and place it in the director of security inbox.
7. Give a proper debrief to the officer(s) relieving you.
8. Clock out of the system at the appropriate time.

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Sunday Morning Shift 0800-1600
1. Clock into the system at the appropriate time of your shift and receive debrief from the
officer(s) you relieve.
Note:
The mall does not open until 1200.
2. Begin unlocking the mall main entrances and corridors at 1000 so tenants can get into
their stores early.
3. Respond to any calls received over the radio.
4. Patrol walkways, corridors and bathrooms for any suspicious activity, food, liquid spills,
or vandalism.
5. Fill out your daily activity report and place in the director of security inbox.
6. Give a proper debrief to the officer(s) relieving you.
7. Clock out of the system at the appropriate time.
Sunday Evening Shift 1600-2400
1. Clock into the system at the appropriate time of your shift and receive debrief from the
officer(s) you relieve.
2. Patrol walkways, corridors and bathrooms for any suspicious activity, food, liquid spills,
or vandalism.
3. The mall closes at 1800, begin locking the main entrances and corridors at 1830 to allow
enough time for tenants to take their trash out and lock up their stores.
4. Patrol corridors once the mall is closed every hour to ensure no back entrances to stores
are unlocked.
5. Fill out your daily activity report and place in the director of security inbox.
6. Give a proper debrief to the officer(s) relieving you.
7. Clock out of the system at the appropriate time.

On Patrol

Chapter 2

Responding to Calls
The following chapter covers the steps to take during frequent incidents that occur while
on patrol.

Shoplifters
Note:
The tenant must be the one to question or accuse the
customer of shoplifting.
You cannot confront a customer of shoplifting unless you
witnessed the act yourself.
1. Ensure a calm and non-hostile environment until the police have arrived to take over the
situation.
2. A trespass form must be filled out with their information stating the customer is no longer
welcome to come back to this store for any reason, or the police will be called to come
and arrest them.
Note:
If the customer has additional items from any other store,
they will be trespassed from the entire mall.
3. The tenant or tenants, if more than one store is involved, need to have a receipt or an
itemized list of the stolen items and their base value (not the price while on sale) so the
police can charge them based on how much the total value of the stolen items would have
cost.
4. The tenant needs to write a statement of what happened in their own words for the
police's records.
Unsatisfied/Hostile Customers
1. Assess the situation in a calm manner. Try to find out who, what, where, when and how
the situation occurred in a calm manner to try and calm down the unsatisfied customer.
2. Let the unsatisfied customer know we will do whatever we can to help them, but they
must calm down first.
3. The unsatisfied customer can make a formal complaint to the mall manager on a
complaint form located at guest services.
Note:
Tenants have the right to refuse service, or business with
whomever they wish.
4. If the customer is unwilling to calm down, making threats or becoming physical with
anyone in the store, then the police should be called to handle to situation.
5. Attempt to restrain the hostile customer in handcuffs if you're capable or others are in
danger.

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6. Take the restrained customer to the store office or the mall office until the police have
arrived to assess the situation.
Unlocked gates/back entrances after the mall is closed
1. While patrolling after the mall has closed and you find an unlocked front gate or back
entrance immediately notify other security guards over the radio.
Note:
Do not enter the store. You could become liable for damage
or anything missing if there was proof of your entry to the
store.
2. Stand by the unlocked opening and make sure no one goes in or out.
3. Make sure one of the other security guards calls the store manager in the emergency
contact binder to have them come to the store to ensure there were no damages or items
missing.
4. If you are the only security guard on duty at the time, you must quickly contact the store
manager yourself and then return to the unlocked opening to the store.
5. If at any time you suspect or see anyone inside the store, the police must be called so they
can do a walkthrough of the store.
6. Stand by the unlocked opening until either the police or the store manager has come to
look inside the store so they can clear it out.
7. If there are any damages or items missing, a report must be written up on the incident.
Lost Items
1. Any item that is found or turned in to you while on patrol must be immediately given to
guest services where the item will be logged in guest services' lost and found binder.
2. If the mall closes before the item can be claimed, the item will be put in guest services'
safe until claimed.
3. If the item is not claimed for longer than a period of one month, the item will be donated
to the choosing of the mall manager.
Missing Child/Parent
1. Keep the customer calm by letting the customer know who you are, that you're here to
help and you will find who they are looking for.
Note:
When talking to or getting information from a child, talk to
them while kneeling or on their level so they do not feel
intimidated by you. They will be more willing to talk and
share information and possibly calm them down more at
the same time.
2. Get the best possible description of the missing person. Clothing, race, sex, age, height,
weight, distinct markings, tattoos, etc...

Chapter 2

3. Find out where the last place they saw the person, or where they were supposed to be.
4. Inform every security guard on duty of the information and description of the missing
person.
5. Split up as a team and actively search the mall for the missing person until they are
located.
Note:
The police will not actively search for a missing person
until they have been missing for at least twenty-four hours.
6. If the missing person is not located after an extended period of time, there is the
possibility that the missing person has left the mall.
7. Find out if there is any other possible way to contact the missing person, or anyone they
might have left the mall with that they can get in contact with.
8. Continue to help the customer for as long as possible or until the missing person is found.
Accident in Parking Lot
1. Assess the severity of the accident when arriving on the scene.
2. Call emergency personnel if anyone is injured or requesting an ambulance.
3. If possible, ask the owners of the vehicles to move to a safer location and off the street.
4. Collect each driver's information along with their driver's license number, address,
insurance, and vehicle information.
5. Take pictures of the damages done to the vehicles.
6. A report must be made for any accident that occurred on the mall's property.
Escort
Note:
A customer may request an escort out into the parking lot
once it is dark outside.
1. Greet the customer that requested an escort and let them know you are here to help them
get safely back to their vehicle.
2. Walk the customer in a friendly manner safely back to their vehicle.
3. Return to normal patrolling.
Misbehaving Children
1. Give the kids a warning that they need to be quiet and calm down. There is not running
allowed in the mall.
2. If kids are still loud and causing a disturbance, tell them they must be with someone of at
least 17 years old, or they need to call their parents to come pick them up from the mall.
3. If kids become resistant or aggressive, call the non-emergency number for Denton police
and have them trespassed from the entire property of the mall.

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Solicitors
Note:
Anyone on mall property that is handing out ads, fliers or
attempting to sell a product must first have permission from
the mall manager.
1. Approach the solicitor and ask them if they were given permission from the mall to
advertise or sell their product and who gave them permission.
2. If they were not given permission, then ask them to leave the property of the mall.
3. If they refuse to leave, or come back later in the day and continue to advertise or attempt
to sell their product. Call the police and trespass them from the property of the mall.
Fighting
Caution:
Do not attempt to break up a fight unless you feel capable
of doing so.
1.
2.
3.
4.
5.
6.

Call for all security personnel to assist you in the event of a fight.
Call the police if there is a fight on mall property.
Detain anyone who is a threat to others or themselves.
Fill out trespass forms for everyone involved in the fight.
Take a picture of those who were trespassed to go along with the report.
Write a report of everything that took place and on who was involved.

Vandalism
1. If you witness someone vandalizing the mall property in any way, demand that person to
stop what they're doing.
2. Immediately call the police if you witness someone vandalizing mall property who
refuses to stop or listen to you.
3. Obtain the vandal's personal information
4. fill out a trespass form with the vandal's information
5. take a picture of the vandal for security's records
6. Take pictures of the damaged property.
7. Write a report of everything that took place.
8. Notify the director of security and the mall manager.
Liquid or Food Spill
Caution:
Be careful not to slip and fall on a liquid or food spill.
1. Stand by the spill so that customers do not slip or fall on the spill.
2. Call housekeeping to the location of the spill over the radio.
3. Wait for housekeeping to arrive before leaving the location of the spill.

Chapter 2

Index

professionally, 3

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