GUARDS SOP
General
- Guards should be friendly and courteous but firm about the enforcement of security protocols and rules. You are ultimately accountable only to the Executive Committee and should not bend the rules for anyone or tolerate misbehaviour from anyone.
- A weak guard is no guard. Guards must be physically and mentally tough and fit.
- Other than for toilet breaks, you must be at your respective stations/areas. Tower Lobby guards are not allowed to go to higher floors leaving their station of duty except in the case of an emergency.
- Guards are not allowed to accept any personal/non-security chores from residents barring helping children/senior citizens on request only as and when required.
- Guards cannot accept money for any reason from any resident or staff member
Entry Gate
SRL. NO. | ENTRY CATEGORY & DETAILS | PROCEDURE AT ENTRY GATE | REMARKS |
1 | RESIDENTS | ||
Walk-in | Confirm that they are Residents of this Society. | Ask the Residents to confirm. | |
Four-Wheeler | Check for Society Sticker if not integrated with Park+. | Give one week to integrate with Park+ system. | |
Two-Wheeler | Check for Society Sticker if not integrated with Park+. | Give one week to integrate with the Park+ system. | |
Vehicle not belonging to an owner | If the owner's guest is dropping off the owner, confirm that the owner is present in the car. | Give one week to integrate with the Park+ system | |
Recommended: Residents should pre-approve entry in MyGate for smooth and fast entry. | |||
2 | GUESTS | Check if the Guest is preapproved. | If the guest is going to park the car, make an entry in MyGate. |
While getting approval on the intercom, first confirm that the flat you have called is correct. Match the owner's name with the flat number. | Be extremely polite with the owners and their guests. | ||
If the Guest is not preapproved, make a Visitor's entry in MyGate. | |||
Wait for approval. |
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Ask for the passcode. |
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Allow the Guest only if the Resident approves. |
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If there is no answer through MyGate/intercom, call BMS. |
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BMS should call the flat owner on the mobile and get approval/denial for the Guest. | |||
Issue a V pass in case of a four-wheeler and collect at the exit gate. |
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3 | DOMESTIC HELP (Include Maids, Drivers, Gardeners, Dog Walkers, Car Cleaners, Live-in Maids, etc.) | Check for Society id. | In case the domestic help does not have any Society id, request them to get one made. |
Enter their passcode in MyGate. | Allow entry if the passcode is correct. | ||
If there is no Society id, make entry as a Visitor. |
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Issue a V pass in case of a four-wheeler and collect at exit gate. |
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Allow entry only after approval from the owner. | |||
Frisking is mandatory. |
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4 | DAILY DELIVERY PERSONS (Include Milkman, Paperboy, BigBasket Daily, etc.) | Check for Society id. | In case the Daily Delivery Boy does not have any Society id, request them to get one made. |
Enter their passcode in MyGate. | Also, insist on getting added to MyGate Service Provider List. | ||
Allow entry. |
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If there is no answer through MyGate/intercom, call BMS | |||
Allow entry only after approval from the owner. |
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5 | DELIVERY PERSONS (Include Amazon, Flipkart, Myntra, Dunzo, Zomato, Swiggy, etc.) | Check the flat no | Also, insist on getting added to MyGate Service Provider List. |
If there is no Society id, make entry as a Visitor. |
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If there is no approval, call the flat on the intercom. |
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6 | CHILDREN BELOW THE AGE OF TEN GOING OUT | Children should be stopped at the Gate. |
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After confirming, enter in MyGate |
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If unable to reach the parent, please call BMS. |
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7 | EMERGENCY VEHICLE (If the parcels/vehicles carrying the parcels are too big, entry is to be done from the exit gate.) | These Emergency Vehicles should be given the utmost priority. | Entry procedures are not necessary in case of emergency. |
In the case of a Fire Engine, allow the vehicle on the podium without calling the Resident. |
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In the case of a Fire Engine, allow the vehicle on the podium without calling the Resident. |
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Call the Resident on the intercom to inform them that the Ambulance has been sent inside. |
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<< Intercom to be used only under prescribed circumstances. << All entries should be preferably made through MyGate. << If there are any doubts, call BMS for clarification. << Other than the Residents or their Guests, nobody should be allowed to exit through the Entry Gate. | |||
Exit Gate
SRL. NO. | EXIT CATEGORY & DETAILS | PROCEDURE AT EXIT GATE | REMARKS |
1 | RESIDENTS | ||
Walk-in/Walk-out | Confirm they are Residents. Entry/Exit allowed. | Ask the Resident to confirm. | |
Four-Wheeler | Boom Barrier opens automatically (if the vehicle is integrated with Park+) when the vehicle approaches. | If the barrier is not opening automatically, make an exception, open the boom barrier, take note of the vehicle number/apartment number and report to BMS. | |
Two-Wheeler | Boom Barrier opens automatically (if the vehicle is integrated with Park+) when the vehicle approaches. | If the barrier is not opening automatically, make an exception, open the boom barrier, take note of the vehicle number / apartment number and report to BMS. | |
2 | GUESTS | Boom Barrier opens automatically (if the vehicle is integrated with Park+) when the vehicle approaches. | Be extremely polite with the owners and their guests. |
Exit them in MyGate | |||
Collect the V pass in case the Guest has a four-wheeler. | |||
3 | DOMESTIC HELP (Include Maids, Drivers, Gardeners, Dog Walkers, Car Cleaners, Live-in Maids, etc.) | Ask for the passcode. Exit them in MyGate. | In all scenarios, be extremely polite with the concerned domestic help. |
Exit them in MyGate. | |||
Frisking is mandatory. | |||
If there is no response from the owner, confiscate the packet and hand it over to BMS. | |||
If there is no note from the owner or no gift pass, call the owner to confirm the gift. | |||
Allow the parcel out only with the owner's permission. | |||
4 | DAILY DELIVERY PERSONS (Include Milkman, Paperboy, BigBasket Daily, etc.) | In the case of maids who are carrying bags/packets, check whether there is a note from the owner or whether there is any gift pass on MyGate. | Be polite yet firm with them. |
Exit them in MyGate. | |||
5 | DELIVERY PERSONS (Include Amazon, Flipkart, Myntra, Dunzo, Zomato, Swiggy, etc.) | Exit them in MyGate. | Be polite yet firm with them.
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6 | ENTRY THROUGH THE EXIT GATE | Be polite yet firm with them. | |
Large parcel delivery | Ask for the passcode. | ||
Allow entry after approval from BMS. | |||
Dog Walkers | Make an entry in MyGate in the name of BMS. Only when the Dog Walker is accompanying the dogs should they be allowed to enter through the Exit Gate. | ||
7 | CHILDREN BELOW THE AGE OF TEN GOING OUT | Children should be stopped at the Gate. If unable to reach the parent, please call BMS. | |
<< Intercom to be used only under prescribed circumstances. << All entries and exits should be preferably made through MyGate. << If there are any doubts, call BMS for clarification. << Other than the Residents or their Guests, nobody should be allowed to enter through the Exit Gate. | |||
Parking Post
SRL. NO. | PARKING CATEGORY & DETAILS | PROCEDURE IN THE PARKING | REMARKS |
1 | PARKING | Ensure that the Visitor's Vehicles are properly parked in the Visitor's parking. | |
Ensure that all two-wheelers are parked properly in the designated parking for two-wheelers. | |||
The Wardens also strictly follow Society rules regarding chewing tobacco and gutkha. | |||
Ensure that the V pass is clearly displayed on the Visitor's four-wheeler. |
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2 | SAFETY & SECURITY | Take rounds in the parking area as a safety measure. | Warden must be on the move most of the time. He may rest for a while in between the rounds. |
3 | CLEANLINESS & HYGIENE | If anyone is seen chewing tobacco or gutkha, etc., warn them. | The Wardens must also strictly follow the Society rules prohibiting chewing tobacco and gutkha. |
Keep an eye on the Dog Walkers. Ensure that the dog poop is picked up and the parking is kept clean. |
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The main duty of the Traffic Warden is to guide the four-wheelers and two-wheelers in the parking lot. |
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4 | ASSIST MAIN GATE | At times, when there is too much traffic at the Main Gate, the Wardens must assist the Main Gate staff, as regards entry and frisking of the domestic help, etc. |
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5 | SWITCHING ON/OFF OF LIGHTS | Tower Warden must switch on and switch off the lights of the Tower at the designated times. | The time to switch On and switch off may vary depending on the season. |
<< Parking Wardens are the keepers of the Parking Area and thus must take responsibility for the entire Parking. << They are responsible for correct parking of vehicles along with cleanliness and hygiene of the area. | |||
Lobby Post
SRL. NO. | LOBBY CATEGORY & DETAILS | PROCEDURE AT THE LOBBY | REMARKS |
1 | RESIDENTS/GUESTS | Safety and Hygiene of the Lift, Lobbies of the tower are as much the responsibility of the Tower Warden as it is of the House Keeping Staff. | No need to call from the Lobby. |
After confirming that it is the Resident, allow them to use the Passenger Lift. |
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Update in the Lobby MyGate device. |
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2 | DOMESTIC HELP (Include Maids, Drivers, Gardeners, Dog Walkers, Car Cleaners, Live-in Maids, etc.) | Enter their MyGate Passcode on entry and exit | No need to call or make an entry in the Register. |
Allow them to use the Service Lift only. | Report non-adherence to BMS / EC. | ||
3 | DAILY DELIVERY PERSONS (Include Milkman, Paperboy, BigBasket Daily, etc.) | In case of Guests, guide them to the Passenger Lift. | No need to call or make an entry in the Register. |
Allow them to use the Service Lift only. |
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4 | DELIVERY PERSONS (Include Amazon, Flipkart, Myntra, Dunzo, Zomato, Swiggy, etc.) | Ask them to provide MyGate Code. | Do not let the delivery boy to the floors if there is no approval in MyGate. |
Allow the delivery boy to make doorstep delivery only when the approval in MyGate is available. | In exceptional situations (e.g. MyGate is down, Internet issues), take telephonic approval from residents before permitting the delivery boys to the floor. | ||
Check the Society id Card / MyGate Code. |
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Find the code and update the entry in the MyGate lobby device. |
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5 | CHILDREN BELOW EIGHT YEARS | If the children using the lift are unattended, see to it that they are comfortably inside the lift. | Use your judgement to access if the children are able to use the lift without any assistance. |
If the children using the lift seem too small, call the parents. |
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6 | CCTV MONITORING | Tower Warden should monitor the CCTV footage at all times. |
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Call the BMS if the guard has collected the parcel. |
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7 | LIFT ISSUES | Tower Warden must keep an eye on the Lift. |
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If a passenger is stuck in the Lift, he/she may call the emergency line from the Lift. |
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If the Lift stops working and a passenger is stuck in the Lift, the Tower Warden must be able to follow due procedure and rescue the passenger in the Lift. |
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All Lift related (including the CCTV fitted in the Lift) issues must be immediately reported to the BMS in writing. | |||
8 | FOR DOGS/PETS | Dog / Pet Walkers/Residents must always use Service Lift when they are taking the Dog/Pet. |
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9 | SWITCHING ON/OFF OF LIGHTS | Tower Warden must switch on and switch off the lights of the Tower at the designated times. | The time to switch On and switch off may vary depending on the season. |
<< Intercom must be used under prescribed circumstances. << In case of any kind of delivery, it is the responsibility of the Tower Warden to call the Resident and seek permission to send the delivery boy. << Tower Wardens are the keepers of the Towers and thus must take responsibility for the entire tower. << If there are any doubts, call BMS for clarification. Safety and Hygiene of the Lift, Lobbies of the tower is as much the responsibility of the Tower Warden as it is of the House Keeping Staff. | |||
Club House & Swimming Pool Post
SRL. NO. | CLUB HOUSE & SWIMMING POOL CATEGORY & DETAILS | PROCEDURE TO BE FOLLOWED | REMARKS |
1 | RESIDENTS | Assist the residents with any information they need for Club House, Swimming, Tennis, or the Riverside Lawn. Put on the lights, ACs, fans, etc. as required. | Applicable to CH and POOL guards. |
Make a register entry for club house and pool users. | |||
2 | GUESTS (Guest is an occasional Visitor to any flat. Guests cannot join regular classes such as Zumba, Swimming, Gym Training, Tennis, Squash, etc.) | Guests should generally be accompanied by the Residents. Entry is to be done manually, the same as Residents | Applicable to CH and POOL guards. |
3 | SWITCHING LIGHTS and ACs ON/OFF | Only the Lobby lights at the helpdesk should be switched on. Switch off all the lights (Table Tennis Room, Gym, Community Hall, Squash Court, etc.) when not in use. Switch off the ACs, if nobody is using them. | Applicable to CH and POOL guards. |
4 | MONITOR THE CLUB HOUSE | Keep taking rounds in the Gym, Table Tennis Room, around the Club House premises, etc. | Applicable to Club House Guard only. Some Residents may not be entitled to use the Club House facility. The procedure for dealing with such residents will be shared at later stage. |
If children are using the Community Hall or Table Tennis Room on their own, keep a watch as regards their safety. | |||
5 | RIVERSIDE AMENITIES | Guard (Night shift only) to monitor the riverside amenities (Swimming Pool, Tennis Court, Riverside Lawn). | Applicable to the Pool guard only. |
If Dog Walkers are walking the dogs at the Riverside Lawn, keep a watch on them. See to it that they clean up behind their dogs. | |||
Take rounds in the nearby parking area. Assist guests with parking. | |||
<< Club House and Swimming Pool Area are the responsibility of the respective Wardens. << Proper Entry and Exit rules must be followed.
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CCTV Monitoring
- Monitor all the CCTV consoles in the BMS continuously and take immediate action if you see any breaches of protocols or any suspicious activity
- For any investigations through the CCTV recordings, provide all required help to the Security Supervisor, BMS Manager, MC Focal or resident
BMS OPERATOR AND SUPERVISOR SOP
SRL. NO. | BMS POST DESCRIPTION | PROCEDURES TO BE FOLLOWED | REMARKS |
1 | TAKING CALLS | The BMS Operator should attend to all the calls coming from Residents and outside. | |
If the call is regarding some complaint, pass it on to the relevant person. | |||
If the complaint is serious, escalate it to Property Manager. | |||
If still the complaint is not closed, escalate to the respective EC Member. | |||
Check ADDA Helpdesk to see if any complaints have been raised and act accordingly | |||
2 | CALLING RESIDENTS | When the Main Gate or Tower Warden is not able to get certain approval from the Resident or is unable to reach them on the intercom, BMS will be informed. At such times, the BMS should call the Resident on their personal number. | |
3 | OVERHEAD WATER TANK LEVEL MONITORING | Monitor the water levels in the overhead tanks. | |
Check the sensors every now and then. | |||
4 | CCTV MONITORING | Monitor the CCTVs at all times for any suspicious activities or misbehaviour and take immediate and appropriate action. | |
5 | COURIER DELIVERIES | Approve courier deliveries for maintenance and housekeeping materials of the complex. | |
6 | COMPLETE OVERALL RESPONSIBILITIES | The supervisor should take complete ownership of the site. | |
He/she has to be familiar with the SOPs of all posts. | |||
The supervisor should do a daily briefing for the rest of the staff. | |||
BMS Operator should coordinate between EC Members and Security Staff alongside Property Manager. | |||
<< BMS Operator should always be alert and should focus on the CCTV Cameras and should not be seen on Mobile Phones. << Supervisors should be taking rounds to keep a check on the guards. | |||
BMS MANAGER & STAFF SOP
- Ensure that the life cycle of every long-term staff member of BMS, Housekeeping, AMC Vendors and Apartments is managed in ApartmentADDA from registration to deletion. This is a vital element of the security of the community. The SOP for this is in the document ‘24K Glitterati BMS Standard Operating Practice’.
- Remind all residents regularly to let the BMS know immediately when a staff member leaves or joins employment
- Ensure that all staff check in and out of the Biometric Attendance System in the BMS Office
- Check regularly and randomly that security protocols are being followed for entries, alertness, behaviour and compliance
- Take immediate corrective or punitive action if any guard, staff member or resident/owner escalates any breach of protocol or you notice it yourself
- Report any breaches of protocol immediately to the Security Supervisor and/or the Management Committee security focal for actions such as fines, etc.
- If required, call the Security Supervisor or other security guards to handle any security incident
- If required call the police after informing the Security Supervisor and MC Security focal
MANAGEMENT COMMITTEE SOP
- The MC Security Focal should check regularly and randomly that security protocols are being followed for entries, alertness, behaviour and compliance
- Once every quarter, check the attendance register and ADDA data for staff to ensure 100% accuracy
- Remind all residents regularly to let the BMS know immediately when a staff member leaves or joins employment
- Support and enable the security service with modern tools and systems so they can work more effectively and efficiently
- Handle any issues with residents and owners that are escalated by the Security Supervisor or BMS Manager
- Establish lines of communication and support with local civic bodies and the police force to get help quickly in case of any serious security and law & order issues.