As a technology enthusiast deeply involved in the security industry, I find Professor Roy Sutherland’s hotel doorman example particularly enlightening. He presents a scenario we see all too often: a management consultant visits a luxury hotel, observes a hotel doorman, and concludes, “Replace him with automated doors and a card access system – think of the cost savings!”
On paper, it makes perfect sense. The consultant sees:
- Opening and closing doors
- Checking guest cards
- Basic security presence
- Greeting visitors
Simple tasks that technology could handle, right?
The Reality Check
But here’s where it gets interesting. As Sutherland notes, return to that same hotel a few years after implementing this “efficiency,” and you might find:
- Broken doors from misuse
- Rough sleepers in the doorway
- Lost guests wandering confused
- A less prestigious atmosphere
- Increased security incidents
- Declining guest satisfaction
What happened? We fell into what I call the “Visible Task Trap.”
The Invisible Tapestry
That hotel doorman wasn’t just opening doors. They were:
- Spotting potential troublemakers before they entered
- Helping elderly guests with their luggage
- Remembering regular guests’ preferences
- Keeping an eye on vulnerable guests
- Managing traffic flow during busy periods
- Providing local knowledge to tourists
- Creating the hotel’s first impression
- Maintaining the establishment’s prestige
- Building relationships with local businesses
- Handling diplomatic situations quietly
None of these tasks appeared in their job description.
The Same Story Everywhere
I see this pattern repeated across the security industry. Consider a retail security officer. The spreadsheet shows:
- Standing at entrance
- Checking bags
- Monitoring for shoplifters
- Basic customer service
So we think: “CCTV, electronic article surveillance, and automated doors could do all that!”
But spend a day watching that officer, and you’ll see:
- Preventing conflicts before they escalate
- Helping lost children find their parents
- Spotting maintenance issues
- Building relationships with regular customers
- Providing directions and assistance
- Acting as a brand ambassador
- Handling medical emergencies
- Supporting vulnerable customers
- Deterring antisocial behaviour through presence alone
The Technology Paradox
Don’t misunderstand me – I love technology. My phone is full of the latest apps, and I get excited about new security innovations. But my enthusiasm for tech has taught me to be more discerning about its application.
A Personal Example
Recently, I was evaluating a corporate reception where management wanted to replace their security officer with an access control system and CCTV. On paper, the officer just checked IDs and signed in visitors.
But watching for a day, I saw them:
- Spotting tailgating attempts through social engineering
- Helping delivery drivers with access issues
- Managing contractor inductions
- Identifying unusual behaviour patterns
- Maintaining relationships with tenants
- Handling fire alarm tests
- Supporting facilities management
- Providing first aid when needed
No access control system could replace this human web of security and service.
The Real Question
Before we rush to replace security personnel with technology, we need to ask:
- What invisible tasks are they performing?
- What subtle problems do they prevent?
- What relationships do they maintain?
- What social fabric do they weave?
A Better Approach
Instead of asking “Can we replace this person with technology?”, we should ask:
- How can technology support and enhance their capabilities?
- What tasks truly benefit from automation?
- How can we free up our security personnel to focus on what humans do best?
The Future of Security
The most effective security solutions will always combine:
- Human judgement and intuition
- Technological support and efficiency
- Community engagement
- Contextual understanding
So next time you’re looking at your security budget and thinking about automation, remember the hotel doorman paradox. Sometimes the most valuable contributions are the ones you only notice when they’re gone.
Let’s embrace technology in security strategies, absolutely. But let’s do it wisely, recognizing that our SIA licence holders bring something irreplaceable to the table—the human element that keeps our spaces not just secure, but truly safe and welcoming. It’s the balance between innovation and intuition that makes all the difference in creating a secure and supportive environment for everyone.