SS-069 Ver 1.0 (May 23)
The Security service provider may be required to provide Reception services for CBRE where CBRE is unable to self-deliver these services and / or when the role is a combined Security / Receptionist role requiring licensing or where the Security service provider can provide the services more efficiently and cost-effectively.
1. Overview
Confidential & Proprietary | 2024 CBRE Inc.
3. Useful Links
Reception will be managed in compliance with the CBRE Reception Management Best Practice and is responsible for obtaining and implementing all Security and customer service processes and standards applicable to the reception function
Reception staff will have all required training in security and customer services to ensure the services provide quality, consistency and reliability of cover. Reception training will include (as applicable to role and scope):
Reception staff will work with and regularly liaise with site security personnel to ensure consistent and effective site access security
The Security service provider will conduct a risk assessment to assess the risks to their staff employed in receptions to ensure there is no unreasonable staff risk
Standards to Apply
2. Remote / Virtual
Reception Services
- Site security access control procedures - if in-Scope
- Site visitor management procedures
- Reception and visitor management software and systems (if provided)
- Knowledge of the key site-based staff
- Knowledge of the site
- Knowledge of site emergency procedures including responding to incidents and providing safety induction briefs to visitors
- Dealing with difficult people and situations
- Security of visitor management systems and visitor cards and IDs
- Issue and recovery of access control staff and visitor access cards
- Knowledge of use of reception systems, hardware and tools e.g. turnstile and bypass gate releases, badge printing systems, lift controls, closing and securing the site
- Customer services and customer care in line with the site’s culture and client requirements
- Accepting and managing deliveries and courier deliveries and collections
- Security of the reception space, tools, hardware, software and equipment
CBRE, with the Security service provider is responsible for ensuring that remote and virtual Reception services are designed and operated so they do not compromise the Client’s security while providing an appropriate level of customer service consistent with the character and operations of the site.
Standards to Apply
There are robust and reliable, documented access control and visitor management procedures that are agreed with CBRE. These shall cover - Day visitors, Staff without access passes, Contractors, Out of hours access and Emergency access
There are robust and reliable documented procedures for opening and closing a site and admitting and managing out of hours access
There are contingency plans in place in the event of a technical failure of the remote service to ensure that access and egress continues to be safely and securely managed
The site must be surveyed to ensure it is operationally and physically suitable for remote operations. This includes ensuring that door furniture, locks and door condition are suitable, access controls suitable and there is CCTV coverage of the reception area
The Security service provider will ensure that: