SECURITY PLAN Effective 10/1/2011 Approved ard Adopied by Leverage inc., dba Tower 10 190 1102 Li sOi HY TOWER IlGeneral Overview ‘This security plan sets forth procedures, guidelines and practices concerning: 1. Hiring employees 2. Comprehensive training for new employees and security staff, and the recommended periodic in-service training 3, Standard operating procedures to be followed by security staff and management to ensure that ‘Tower 10is a safe place for patrons, staff and general public, and to ensure compliance with the laws of the State of Hawaii and the Liquor Commission of the City and County cf Honolulu as ‘they apply. ‘The content of the Security Plan is based upon review and monitoring of the operations, interviews, and discussions with Security Personnel and Honolulu Police Officers, past and present, and an eight-hour training program course prepared for the entire Tower 10 Security Staff and its ownership.GENERAL OVERVIEW This Security Plan sets forth procedures, guidelines and practice concerning: 1, Hiring of employees 2. Comprehensive training for new employees and existing security staff, and the secommended periodic in-service training; and 3, Standard operating procedures to be followed by security staff and ‘management to ensure that Oceans 808 Nightclub is a safe place for patrons, staff and the generel public, and to ensure compliance with the laws of the State of Hawaii and the Liquor Commission of the City and County of Honolulu, as they apply. ‘The content of the Security Plan is based upon review and monitoring of the operations, interviews and discussions with Security Personnel and Honolulu Police Officers, past and present, and an eight-hour training course prepared for the entire Oceans 808 Security Staff and its ownership.‘All applicants will be subjected oe criminal history check and be sereened for involvement in Prior litigation (particularly as a defendant ina personal injury case). No applicant with a criminal history will be considered for employment. Likewise, no ‘pplicant who bas been found liable for assault or responsible fr injury in any civil case will merit consideration. Information in both areas is ‘available through the Hawaii Criminal Justice Data Center andthe Judciary’s website at HOOHIKI or through the Judiciary Records Sections, B. Interviews, . Each applicant will be interviewed by. ‘Management and concerning prior experience and qualifications. References will be checked. During the interview, the ‘pplicant will be required to answer questions regarding various scenatios to assess ther reactions. Oceans 808 Nightclub ‘has prepared a list of specific situations ‘and scenarios that interviewers will Pose to the applicants so the applicant can be assessed for purposes of ) show respect for what police do, yop. will gain respect for you and what you do. Police ; t ‘ ‘and Security Personnel are professionals. Think of yourself as Professional. View your job as a Profession. Look’and act like a Professional. Perform your duties as a Professional would,You must fully document details of how every incident that, required Security Personnel to remove any patron or any situation where police were called. You should document how the incident occurred, and whether any injuries were sustained by any individual. “Think of the Report as a recitation of facts and pertinent information about “Who!”, “What?” “When”, “Where?”, “Why? and “How? the incident occurred. Include all emails that you think should be mentioned. Put yourself in the shoes of someone reading, the report. What information would you want to know. So: (2) identify all parties. (2) set forth the time frame. (3) describe what happened and how the incident occurred. Be specific about emails. Identify locations with particularity. Identify which person committed what act. Identify all injuries and the person injured. (4) describe why you believe acts were performed or done. (5) _ include any comments you think would assist in recreating the incident.2. 5 Siouations Wh . Reports should be made and competed in connection with oceurence ofthe Tollowing events or occurrences: (1) A patron is removed from the premises. (2) A patron is injured in any manner. (3) An employee is injured. @ 6) (6) ) (8) 0) Db. ‘Any fight occurs (involving employees or patrons) ‘A patron complains Lost or found items Fire Marshall visits ‘Visits by Liquor investigators or personne! Incidents that occur outside the club related to the club's patrons Developing People Skills Security Personne’ primary asks to observe patrons and ther actives while on the premises. secityPenonel ns to monitor indvida’ beh changes dato aha consumption. All age ranges, regardless of gender, patrons behavior changes over the course ofanighe. Costomers can alternately be cheerful, sad, angry ot depressed. Many people become obnoxious and difficult to handle, Security Personnel can be most effective with different behavioral types, if the‘Security Pergonnel are of good character and keep their objectives as Security Personnel in ; . i t ‘ ‘mind atall times. Personal problems must be put aside. Personal feelings must be kept in check. Dealing with an irate patroia can be very trying, A difficult patron could well be the) straw that broke Security Personnels “camel's back” But in every situation, the Security Person is expected to act professionally and appropriately. Security Personnel should always give themselves an opportunity to think twice before reacting. Take a breath before speaking. Take the time to think of a better way to resolve a problem without resorting to behavior that could introduce further conflict. ‘When dealing with difficult customer behaviors, Security Personnel should keep in mind the following points: a Q) @) @ 6) 6 Don’t take things personally or get personal with a customer ‘Always remain calm and professional Prepare yourself and take precautions to ensure yours and the customer’ safety ‘Remember that you represent the club/business, not yourself ‘Whenever possible, have another Security Person assist you Have and show respect towards the patron and treat him or her as you would ‘want to be treated’ By observing these points, Security Personnel can prevent or reduce unnecessaryconflicts. i ae : ‘ Although a Security Person’s shirt may say “Security,” the tone of voice and body movement is important, One should not appear to be overly authoritative or aggressive. ‘Acting in an authoritative manner can lead to trouble. Customers do not want to be disrespected, even if he they are the source of the problem. One thing that you must remember is that once you make the commitment to be a Security Person, you have to face situations in which you will have to hold your temper and try to reason with the customer, who is most often a complete stranger. You have taken on the responsibility of working for your employer, who expects you to act in the same manner as employees of other service businesses, that is, o provide customer service and satisfaction, ven though your job is not the same as a server or even a cashier. In other words, you have to learn to, and be totally prepared to take and accept others GIVING YOU A HARD TIME. IF YOU CANNOT HANDLE THIS, THEN GET ANOTHER JOB. D. Manage, Not Control. ‘Your job as Security Personnel is not to control patrons or situations before they get out of hand. People in general want respect, and do not like feeling that they are “controlled” by others such as yourself. People often get defensive and rebel when given commands or directives. Remember, the customers have come to your Nightclub to enjoy themselves, away fom the stresses and rules of their jobs and everyday lives. In this context,“conrol” nok igh minds Think, “Manage.” Most fights, including those you, as Security Personnel may get involved in, are ignited by the wrong choice of words. For exainple, telling someone to “get the away from” a certain place, or “back off,” or “cut that___ out,” will, more often than not, clicit a negative response, Being or sounding too controlling does not work. Doing so puts pressure on the customer, who is often subject to behavior changes brought on by alcohol consumption, and whose judgment may be impaired or compromised. ‘You need to think about how to “manage” behavior for positive results. Think about Positive solutions and consequences. How would you want to be approached? How can you reason with the customer? ‘A physical solution is always the last resort. Your job does not give you the right to take physical action unless to do so is absolutely necessary to protect the property, other persons and yourself, and is the only possible alternative. Be reasonable and act reasonably. ‘The best way to maintain that is to remain calm and detached. Talk to communicate with the other person and listen to what the customer has to say. Sce if you can calm him or her down, Give it some time. You do not have to work an instant change. ‘Communicating with the customer and allowing him or her to vent usually resolves many unwanted situations, What the customer tells you is usually said in his or her defense. ‘You cannot act as judge of a situation. You must remain unbiased and not take sides. Dosnot take things personally and do nor get personal with customers in any situations where & dispute is involved. | e Carefully observing a person’s demeanor at the door can reveal potential problems before a patron enters the Nightclub. It has been said that “Attitude is everything,” when Security Personnel works the front door. (On a busy night, a handful of patrons may not want to show their IDs. You do not need to scare anyone away with intimidation. You can simply be informative, and state that an ID is required to enter the club. Ifthe customer does not comply, he or she should simply be politely turned away. ‘Their business is not needed or wanted. ‘The key is acting professionally. As a professional, you know that the other person does not own you, or will affect your night at work, You set the tone for interaction. You set the standard. Ifyou keep your dealings with customers on a professional level, without malice, anger or ativude, customers will generally treat you right, There are, of course, exceptions to every rule. But your attitude will er che tone for how you interact with customers, Ifyou remain professional in the face of another person’s attitude, you will likewise set the tone for the interaction. F.- Personality. Since the modern Nightclub emphasizes different qualities and objectives for itsSecurity Personne, development of cerain personality traits will serve Security Personnel sf { best and predict success in the Profession. ‘A table of positive personality trait, that are ‘encouraged by Management is set forth below. . Personality Traits ‘Work the hours that you are scheduled ‘Work the position or area of responsibilty as required ‘Adhere to the Company dress code and appearance ‘Be equipped with the proper tools to perform the job Positively Greet Patrons ‘Assist fellow employees Find solutions to problems that do not involve physical atereations ‘Act and perform the job in a professional manner ‘Maintains public ordet on the premises Personality can make or break you, as Security, with felow employees, patrons and local authorities. The more positive you are, generally, the more respect you will et. You work in what customers expect to be a venue of fun and entertainment. Tr's no surprise that customers expect to have fin and be entertained at your club. ‘They expect you to provide a safe place for them to enjoy themselves. When customers ste you, they should feel comfortable that you are looking out for them and there to assist, Customers need not feel intimidated or threatened. You must be accessible to customers, especially if the person F needs assistance.G. Professionalism. Professionalism is simply defined as the qualities ofa skillful individual, specially trained for specific tasks. Security Personnel achieve this sil level when the person can meet the standards set forth in this Practice and Procedure manual. Professionalism involves changes in attitude and outlook as it relates to your job and the people you deal with, and how you work as part of the business's security team, While each experience teaches one to make accurate observations, and when and how to react in given situations, the key skill is customer service and relations. If you strive to maximize customer satisfaction, viewing each situation from the customer’s as well s your own and the business's viewpoint, you will make the right kinds of decisions, and handle situations in the best way. You will become a true professional. Customers want to be acknowledged and appreciated. Customers expect you to take care of their needs, Customers allow you to have a job, Treat them as you would want to be treated yourself. H. Overall Appearance. One key to success as a Security Professional is personal appearance. You generate respect for yourself by being well-groomed and paying attention to personal hygiene. In other words, be and look clear. ‘Your clothes should be clean and not be wrinkled. The look should be trim, not__ baggy, and have a natural flow from head to toe, Although reais shoes may be comfortable they should not be worn while on the job because they lack procs in many ways. An appropriate pair of shoes will have toe and sole protection, while still appearing. stylish. Depending on the Nightclub’s venue, it might be permissible to wear work booss oF work shoes. Avoid wearing accessories such as hats, bandannas, scarves, bracelets or necklaces or chains of any kind. Although earrings and other body piercing may appeal to you, in a scuffle they can cause injury to yourself or someone else, and should not be worn. Patrons respond more favorably when you are in-line with the club's atmosphere and image. Your image projects a positive and professional impression of the nightclub. 1. quipped for the Tob. ‘You may use certain accessories and items that wil help you perform your job, some of which may or may not be provided by the employer. The tools should not be used to intimidate, nor be used as weapons to injure anyone. You cannot possess or use a firearm, mace, pepper spriy, knife, baton or any other weapons. ‘The use and carrying of these items require approvals from different parties, including the owner of the club, the club owners insurance company and various governmental authorities. “The items listed below do not require a license or petmit, and are permitted: (1) Always carry a smal flashlight, but one that is no bigger than your hand. ItShould be able to produce a lease a 6500 peak-beam candlepower. Whether you're inside or ouside the club a light this powerful gets the patron's axémion, ‘Not that fashlighs that us lithium bateres cannot be used fora long period of ime. Lithium bateriss only have ten to fifteen hours ofife. Thus, if you use your flashlight most ofa single work shift, chances are thatthe next time you go to work the batteries could di. @) Watches should be worn, for timekeeping. Your watch will help you keep track ofthe time while you're working, Patrons may ask you for the time. (@) Two-way radios should be provided by the Nightclub. They area good way to communicate among the Security Staff. J. LegaLResponsibiity. ‘Many Security Staffers make the mistake of adopting the role of a Police Officer, and believe that the Nightclub is their domain where they can use the same force as officers to enforce laws and the Nightclub’s policies and procedures. Security Staff are not authorized to arrest any customers, for any reason, including violation of a club policy. ‘While the ~ temptation exists for Security Staff to exercise their authority through intimidation and unnecessary force, the Staffer has to realize that Security Staffers are not law enforeement, and have rights and authority only within the scope oftheir employment with the Nightclub and while working within the limits of applicable law. Actions based on poor judgment can Jead to afrest and lawsuits for Sccurity Staff, Management and the Owner.3. Use of Deadly Weapons. Security Sef are not authorize to carry or resort tothe se of any weapon, such as ~ hhand guns, knives, or brass knuckles under any circumstances, Other items, such 28 a two- ‘way radio, flashlights or handcuffs, may also be considered deadly weapons if used on customer in such a way as to result in physical harm or injury. 4 Use Although a Security Statfer may have proper training and appropriate permits to camry tear gas, pepper-spray, tasers or batons, Security Staff are not allowed to use such items, due to concerns that use of the same will be deemed excessive force and result in criminal and/or civil liability. 5. Balse Arrest. @ Criminal Law Violation. A person commits the criminal offense of Kidnaping if the Security Officer intentionally restricts the liberty of a person for any significant length of time, Kidnaping is serious, and may be either a Css A or B Felony. Generally, a Kidnaping is a Class A Felony only in situations where the person kidnaped is terrorized. All other restrictions on liberty are Class B Felonies. There are no Class Cor ‘Misdemeanor Kidnaping offenses. A Security Officer may be found civilly liable for False Imprisonment due to having unreasonably restrained or restricted a customer's freedom of movement for a significant period of time. Note that “significant” may be only one minute if it was done against thebeing “the most negative response.” 4 i; £ } ‘Threshold of Tolerance Chart Action: ‘Tolerance Threshold ‘A patron docsr’t honor your request (A patron ignores you ‘A patron argues with you ‘A patron yells at you ‘A patron calls you names ‘A patron blows smoke in your face ‘A patron threatens you ‘A patron pushes you ‘A patron spits at you ‘A patron throws a drink in your face wlalrlalajafe|olelo [A patron sucker punches you e i} Security Personnel have specific duties and objective that must aways be kept in minds, and directs behavior. Keeping the duties and objectives foremost in your mind protects the Nightclub and you. When you take action that is clearly within the terms of your employment as a security professional, you aways come out on top. N. The One-Punch Homicide. A“One-Punch Homicide” is a confrontation between two individuals that results in the death of one of them caused by a single punch. Such incidents don’t occur often, but‘his way back in, then you can physically remove him from the club. ‘ : W. Fitness for the Job. : ‘Are you physically fi for the job? Before you answer, iecme cay wha nes realy is, Most people believe that Nightclub Security should be muscular and rall but not necessarily in athletic condition. ‘You must be physically it so that you can have the strength and stamina with which to perform your duties. In break up a fight, you need to have enough strength to pull patrons apart and starnina wo hold and keep the persons from fighting or ejecring them from the club, In the aftermath of an incident, you may feel as if you have just ran a mile. Upper body exercises, pushups, pull-ups, sit-ups and some weight lifting build upper body strength. You should not, however, ignore the lower part of the body. Squats, walking, running, and bike riding are just some exercises that will help your lower body. Security Staff tends to stand for long periods of time, and over that time, as in ‘months or years, you may experience back pain, ‘Try to strengthen your low back 2s well. To help build stamina, excise to increase the heart rate, such as aerobics, running, jumping jacks, jump rope, bicycling or working on a treadmill, You can also find additional exercises on the Internet, and if you haven’t exercised for a while, itis highly recommended thatyou consult a doctor in advance so as to avoid injuries. To save moey, there's no need to seek outa personal trainer or get a health club membership. ‘Te simple basic xerises) mentioned above will ake alittle effort on your part, if you really want to be Fit for the job. { i f X Dealing With Downtime Providing Security is not always fun. Many Security ie believe, particularly during the hing proces, tha the job wil fun and involve alot of socializing and meting people. But when the applicants are put into a position of having to monitor a walkway or stand at a fire ext, the job may no longer fun but actually become boring. Whether you're working a walkway or dancefloor, itis your responsibilty to do your job well. You are not allowed to do only parts of te job. ‘You are counted on to perform all duties to the best of your ability. ‘You can be moved to different postions within the Security taf assignments, such as from floor to door, You may request that Management change your assignment. | However, whether that occurs is solely within Managements discretion. ‘Understand that you ae part of team, You are expected to do your par, and hold up your end and contribution, Make sure that you do so, “The amount ofeffore you put into your job will o a long way toward convincing your bosses that you belong. Make ita point to go above and beyond wha i expected of you. Demonstrate that you have the right work ethic. Show ‘Management and the owner that you care about the company’s success that you are a team player. ‘There are many opportunites to go beyond the work that is expected of you. Youcan help keep the Nigatelub clean, by picking up rabbi, cheating up plates, dishes, glasses and bottles and keeping restrooms tidy. You can assist bartenders with washing or re- -socking, ae Go beyond your ordinary responsibilities not to expect an increase in ay or praise. It is the little tasks that the owner, Management and customers appreciate, ¥. Respect, tis said that, “respect is not conferred by title; it has to earned.” Tnexperienced Security Personne! make the mistake of assuming that they are automatically entitled to ‘espect or obedience by and from customers. Simply holding a job as a Secutity Staffer does ‘ot in security should not mean people must respect you or must obey your orders. In some situations, to the contrary, Security Personne!’s use of intimidation makes customers nervous and defensive, ‘Security Staff who perform their jobs professionally eam respect. Showing up for work on time and working hard eams the respec: of the employer, supervisor and co- workers who-rely on you to make the business ‘un smoothly. Patrons respect professionals, who project positive atcrudes and energy, Overall, respect goes to the Professional who follows the tenets of the Practice and Procedures set forth. END