SECURITY GUARDS – Post Orders, the Americas

22/10/24, 23:11

SECURITY GUARDS – Post Orders, the Americas Anthony Rodriguez User

🎯 My moon shot is to have a mix of a butler and a secret agent TRAINING The contract guard company is responsible for administering and training Fendi guards on the Security Guard Post orders listed below before their first day. Fendi Asset Protection (FAP) manages updates to the Security Guard post orders and communicates them to the contract guard companies. The FAP shall approve the training content/topics/instructions provided to the Security Guards proposed to FENDI.

SELECTION AND PLANNING Security Guards must be introduced and pre-approved by the Store Management/Keyholder and understand that all business directions are given by the Store Management and no one else while on post. Introductions shall include: − A resume in advance. − A short Facetime, in-person meet and greet or equivalent call. Any requested changes in guard coverage are communicated to the Guard Company as far in advance as possible by FAP. The Guard Company directly manages guard schedules. Security Guard coverage requests must be communicated to and approved by FAP. Examples include additional coverage for visual merchandising, events, work being done in the store, change of a guard, guard incidents, and other miscellaneous requests.

MANAGEMENT AND PERFORMANCE In collaboration with FAP, Store Management is responsible for the daily management of Security Guards and ensures that post orders are followed. FAP manages all communication with the Guard Company. Store Management monitors the guards’ performance and manage in-thehttps://fendi.sharepoint.com/sites/CICERO/SitePages/Security-Guards-Role.aspx

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moment coaching opportunities. All situations not resolved by in-the-moment coaching must be communicated to FAP to correct any performance issues. Store Management should have monthly meetings with their Security Guards/Supervisors to review their performance and discuss AP issues. SHIFTS Security Guards being relieved for the day while Fendi remains open for business must wait for the relieving Security Guard to replace them on Post. Security Guards are not required to take lunch and breaks in the store. A member of Store Management or the keyholder must cover the guard’s front door responsibilities while a security guard is on a break. Lunches and break times are scheduled and communicated by Store Management based on the day’s business. Store Management or the keyholder should schedule security guard lunches with team lunches for proper zoning and floor coverage.

PROFESSIONALISM All Security Guards are employed to deter theft and welcome our Clients by presenting themselves with a positive attitude and professionalism. They must be courteous, attentive, alert and respectful of Clients and the Store Team at all times. FENDI employees are required to treat Security Guards with courtesy and respect. The Security Guard is a reflection of FENDI and must maintain FENDI standards of appearance and demeanour. Security Guards are expected to be well-groomed and dressed in clean, pressed, and properly fitted uniforms. SECURITY GUARD GROOMING GUIDELINES: − The uniform is defined as a two or three-button black suit, black dress shirt, black tie and shined black dress shoes. Pant legs must be hemmed, and suit sleeves must not extend past the wrist. − Security Guards are expected to be clean and hygienic at all times. − Makeup must be natural looking. − Tattoos cannot be visible. − No jewellery may be visible, excluding wedding rings/bands. − Facial hair must be well groomed. − Fragrance should be applied subtly. − Hair must be clean and in keeping with a professional style. Security Guards who do not fit the grooming guidelines cannot work in FENDI Stores. Security Guards must be punctual. Upon arriving for work, Security Guards should check in with Store Management or other designated Store Team members. At this time, they are given special instructions. Security Guards must notify management before leaving their post for any reason.

DUTIES Our Store Team and Client’s perception of a Security Guard’s capability is based on the person’s appearance and professional demeanour. While on post, Security Guards must stand straight, not lean on display cases, counters or against the wall. Security Guards must have their hands interlocked and resting in front of them by their belt buckle. Security Guards must remain alert and always pay attention to their post. They should be constantly alert to activities inside the store and not https://fendi.sharepoint.com/sites/CICERO/SitePages/Security-Guards-Role.aspx

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engage in outside activities. Security Guards should not be reading, writing, chatting, or otherwise distracted while on post. During their duties, Security Guards may become aware of sensitive company information. This is to be kept in the strictest confidence and is not to be discussed with any employee or the public. WHAT NOT TO DO Security Guards are forbidden to use cell phones or other electronic devices while on post. If a guard has a cell phone or other electronic device, it must be set to silent and kept out of sight.

Security Guards: − Are prohibited from making any statement to the press or public regarding any company activity, past, present or future. Any requests for information are to be referred to store management − Are not to report to work under the influence of alcohol or any controlled substance or have alcohol or any controlled substances while at work − Are prohibited from discussing potential sales with clients while on post. All sales-related discussions are the responsibility of the Store Team − Should never point but rather guide (with an open hand) our clients to obtaining assistance if needed − Do not eat food, chew gum, or bring beverages onto the sales floor − Must limit their conversations with employees to security-related topics − Are prohibited from sitting while on post during opening hours − Are prohibited from sleeping while working − Are prohibited from using Fendi store shopping bags to carry personal belongings in and out of the store

WELCOMING Security Guards are asked to greet clients who enter and exit the store. Acceptable greetings include the following: − “Hello” − “Good morning” or “Good afternoon” − “Hello and welcome to Fendi” − “Have a nice day (evening)” as Clients are exiting

SECURITY POST DUTIES AND RESPONSIBILITIES Security Guards must follow all Fendi security policies, including using designated Store Team entrances/exits, having personal belongings checked before leaving, etc. Their primary role is to serve as a visual deterrent to theft by any potential outside threat. The Security Guard is required to be positioned at or near the front door. Security Guards must not follow clients in-store or be directed to do so by Store Management. The Store Team is responsible for maintaining control of products shown on the sales floor. Security Guards perform line management where applicable. Security Guards must focus on the inside of the store, paying particular attention to crowded areas and areas left unattended by store employees, https://fendi.sharepoint.com/sites/CICERO/SitePages/Security-Guards-Role.aspx

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and alert available employees when clients need assistance. Security Guards must conduct bag checks on employees, visitors/vendors when they exit the store. Security Guards who observe or are told about suspicious activity must immediately notify Store Management. The guard is prohibited from apprehending, intervening or stopping anyone for any reason. No actions are to be taken that put Store Team, clients, the guard or anyone else in jeopardy.

The safety of everyone in the store is always paramount. Security Guards must never leave the store to chase/follow anyone suspected of theft. Security Guards must familiarize themselves with the store’s general layout, including the location of various merchandise types. When two Security Guards are on duty, the Manager posts the second Security Guard in a second or different area of the store. If authorized to leave their designated post, Security Guards may, occasionally, walk through the selling area. If they observe any suspicious activity, they must notify management immediately. Security Guards are not employed to watch restrooms or other areas in the store where there is an expectation of privacy. Security Guards are encouraged to partner with Security Guards of stores in the same area and set up a WhatsApp group to share alerts when critical matters are noted.

DAILY ROUTINE − Security Guards must arrive 5-10 minutes before their scheduled shift. They must search the general area around the store for any suspicious activity/people. Tardiness is unacceptable. Stores open their doors on time, and Security Guards are expected to be on Post. − Security Guards are highly encouraged to arrive at work wearing the proper uniform and prepared to stand their post. In most stores, Security Guards are not permitted to change in-store. − Always post yourself at the front door, with the ability to watch the entire store if possible. − When Clients are in the store, post yourself where you can observe all the products shown from the main entrance. − If a food delivery arrives for a staff member, have the delivery person wait outside the store. Inform the Store Team member of the delivery and have that person come out to pick up their food. − Notify Store Management when going to the restroom or stepping off post for any reason. − When no clients are in-store, and you are authorized to step off post, check that all intended cabled products are cabled. − Products that appear to be visibly “missing” from the sales floor must be reported to the Manager immediately.

BAG CHECK Bag checks shall be done by a Security Guard or another member of Management if a Security Guard is not available. A member of Management checks Security Guards upon exiting the store. Please refer to the Back Check Procedure for full guidance.

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TRASH INSPECTION Before removal, trash must be physically inspected by a Member of Management and a Security Guard if available, as outlined in the Trash Inspection Policy. Security Guards are not responsible for physically removing trash from the store; however, they must ensure it is inspected before its removal. Please refer to the Trash Inspection Procedure for full guidance.

CLOSING − Security Guards must stay on-site with the Store Team until the final employee exits. − When it is time to close the store, a keyholder authorizes the Security Guard to close the doors for business. The doors should be locked from the inside and double-checked by a key holder − The Security Guard should be positioned at the front door to observe the Store Team performing the closing procedures. Upon the Store Team’s completion of the closing procedures, the Security Guard physically examines all cabled products to ensure they are secure. DO NOT rely on the Sales Team telling you so. Check all fitting rooms for products. − Security Guards must ensure all vaults/safes are locked and secured. − Security Guards must ensure that the camera system is turned on and recording. − Security Guards must check the bags of all Fendi Employees before they leave the store, as per company policy − Let the Store Team exit the store first. Observe the Manager set the alarm keypad, then step outside with the rest of the retail team. Be observant of any suspicious activity or persons. − After the store team has exited and the store is locked by management, the security Guard must physically check and confirm that all perimeter doors are locked.

WHAT TO DO IN CASE OF HANDLING INCIDENTS Incidents during a selling experience (Clients acting or behaving suspiciously or aggressively) − Unless an individual is at risk of physical harm, never directly intervene. Always support the Manager on Duty when asked/needed. The primary goal is to diffuse the situation. Never touch anyone in-store. If there is a direct threat to an employee or asset, intervene by supporting the Manager and asking for the involved employees to step off the floor. − Be attentive to any signal from the Store Team (code phrase in-store is the use of “Red Binder”, which signals the store team to provide more sales support during a selling experience). − Discreetly inform a manager if not already involved. Be vigilant to diversion tactics. Always be aware that an incident in another area of the store may be a deliberate attempt to lead you away from the front of the store. Active Shooter Incidents On very rare occasions, businesses are the victims of aggression from either external or internal perpetrators. In some cases, the primary motive may be aggression. During such an incident, the sole priority is always personal safety. Security Guards must support the managers’ focus on keeping the Store Team and Clients safe. If a Security Guard identifies unusual activity outside the door (crowds of people running, etc.), the https://fendi.sharepoint.com/sites/CICERO/SitePages/Security-Guards-Role.aspx

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Security Guard is permitted to temporarily lock the doors and immediately inform Store Management. In the event of an Active Shooter, DHS recommends the following steps: “Run” when the path is clear, and the threat is immediate Have an escape route and plan in mind Leave your belongings behind Keep your hands visible “Hide” when the path is not clear, or the threat level is uncertain − Hide in an area out of the shooter’s view. Lock the front door if possible − Block entry to your hiding place and lock the doors − Silence your cell phone

Or “Fight” − As a last resort and only when your life is in imminent danger − Attempt to incapacitate the shooter − Act with physical aggression and throw items at the active shooter

Other emergency incidents requiring support include acts of Terrorism, Hurricanes, Flooding, Power Outages, Health incidents and Fires. − Always support the Manager on Duty when asked/needed

THEFT OR SUSPICION OF THEFT Security Guards should be stationed at the front of the store to deter individuals intent on committing a crime. If you observe an attempted theft, gather the information below and provide it to Store Management immediately: Approximate Age Height and Weight Hair and Eye Color Race or Ethnicity Type and Color of Clothing Direction and Mode of Travel Location of the incident in the store Any peculiar activity Any attempt or type of concealment of items taken https://fendi.sharepoint.com/sites/CICERO/SitePages/Security-Guards-Role.aspx

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Kind and Amount of items taken The types of theft most common in the luxury industry are:

Opportunist: A person takes advantage of an opportunity presented to them, usually due to staff failure to follow proper procedures, lack of client service, etc. Examples of opportunistic theft are stealing furs that are not properly cabled or theft occurring when a client is left unattended. Distraction Theft: One or more people cause a salesperson to turn their attention away from a shown or un-cabled product and then commit theft by removing and concealing the product. To reduce the likelihood of this happening, remain alert and communicate with the Store Team. Grab and Run: A person asks to see an item. Once the item is handed to them, they quickly leave the store without paying for it. To reduce the likelihood of this happening, make your presence known by standing at the front of the store and greeting every client. Smash and Grab: One or more people enter a store and use wire cutters or other tools to commit theft. They then remove merchandise and exit without paying. To reduce the likelihood of this happening, make your presence known by standing at the front of the store/on Post. This type of incident is less likely when a guard is present. Credit Fraud: A stolen or counterfeit credit card is used to purchase merchandise. ARMED ROBBERY In the event of a robbery, Security Guards must always remember that the security and safety of Clients and the store team is always paramount. Security Guards should: Remain calm Obey the assailant’s orders Discretely observe the assailants to provide the police with a description or any information that may lead to their identification. Once the assailants are gone, and it is safe, lock the store doors. DO NOT trigger any alarm until the assailants have left Attempt to keep all employees/witnesses in the store until police arrive INTERNAL THEFT If you observe or become suspicious of dishonest activity, report it to DAP immediately.

OFF-PREMISES BEHAVIOR Security guards must demonstrate the utmost discretion possible about the details of their work and store operations. Below are examples of topics not to be discussed while off Post: https://fendi.sharepoint.com/sites/CICERO/SitePages/Security-Guards-Role.aspx

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− Procedures − Number of salespersons − Value of product − Store opening times − Surveillance systems

SECURITY GUARDS / Communication fendi.sharepoint.com

Security guards use an auricular to communicate easily and quickly with store management and other security guards Hang the receiver on the belt Hide the wire under the sweater Clip the wire to the back of the belt

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Source: BOUTIQUE/SECURITY/SECURITY GUARDS/SECURITY GUARDS – Post Orders, the Americas.pdf