Mall security guards are the first line of defense in crises and emergencies at your local shopping center. But did you know that these retail security guards also handle many other daily customer service responsibilities? 

Read on to learn more about: 

• What a mall security guard is
• Types of mall guards
• Their key responsibilities
• Challenges mall guards face
• Why shopping malls need mall security guards
• Qualifications for mall security guards and how to become one
• How Belfry can help mall security operations go smoothly

Let’s discuss what a mall security guard is.
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What is a mall security guard?

We need mall security guards to respond to emergencies, de-escalate conflicts, and protect us in shopping centers. But what exactly do they do?

Well, if you were writing a typical mall security job description you’d say:

‍Mall security guards protect retail property, employees, and customers, making the complex a secure and welcoming space. These guards play a big role in making customers feel more welcome by greeting them, answering questions, and providing directions. 

They also watch for suspicious behavior so mall guests can feel comfortable moving freely on the premises.

Because of the high level of trust and responsibility the job demands, candidates must pass a criminal background check to become a mall security guard — although terminology and requirements varies by state. For example in California, you’d need to submit a request for a Live Scan.
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What types of mall security guards are there?

Although some malls may hire security guards and assign them multiple or all of the roles below, some security operations may also hire guards for specific roles.

‍Here are the different types of mall security guards:‍

• Unarmed security guards: Unarmed guards handle routine safety measures. They also do a bit of customer service, greeting customers and assisting with inquiries. In addition, they can serve as visible deterrents to potential criminal activity.

• Armed security guards: Armed guards manage more severe security threats in high-risk areas or larger malls. They add an extra layer of protection, but they need more education and certification to be able to carry firearms.

• Mobile patrols: Mobile mall guards conduct regular patrols throughout the mall to observe suspicious activity and respond quickly to any incidents. Because they’re mobile, they can cover larger areas.

• Static guards: Guards assigned to specific posts control access, verify credentials, and monitor for suspicious behavior. Because they only need to worry about their assigned zone, they can focus on critical areas requiring constant surveillance.

• Technical operations help: These personnel specialize in monitoring security systems, including CCTV cameras, alarm systems, and other surveillance equipment.
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Key responsibilities of mall security guards

Because mall security guards are vital to keep malls operating safely and smoothly, they hold a variety of responsibilities they must complete daily. These responsibilities cover everything from monitoring and patrolling to providing customer service.

‍Let’s look at some key responsibilities of mall security guards below:
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1. Monitor entrances and exits

One primary responsibility of mall security guards is keeping an eye on who comes and goes. Here’s how:

• Access control: Guards manage access to restricted areas, verify credentials, and ensure only authorized personnel enter specific zones within the mall.
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• Traffic control: Security personnel often manage both human and vehicular traffic. They ensure orderly movement, particularly during busy periods, and direct vehicles in parking areas to maintain flow and prevent congestion.
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• Operating security checkpoints: Mall security guards may operate checkpoints to inspect bags, monitor metal detectors, or perform other screening tasks.
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• Monitoring surveillance systems: Security guards use CCTV cameras and other surveillance tools to identify potential threats or monitor ongoing incidents.
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2. Patrol the premises

Mobile security units are a crucial part of a mall’s security strategy. Here’s a look at what they do:‍

• Conduct regular patrols: Do regular patrols through various parts of the mall, including parking lots, service corridors, and high-traffic areas.
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• Identify vulnerabilities or unsafe conditions: During their patrols, guards make note of damaged property, slippery floors, or poorly lit areas that could pose risks to visitors.

• Visible deterrence: Uniformed security guards serve as a deterrent to theft, vandalism, and other criminal activities, promoting a safer shopping experience.
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3. Respond to emergencies

Mall security guards help to maintain safety and order during emergencies. They play a crucial role in keeping customers calm as they help to implement emergency procedures. Here’s what they do in emergencies:‍

• Manage incidents: Handling theft, disturbances, medical emergencies, or fires.
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• Coordinate with others: Working closely with mall management, emergency responders, and law enforcement.

• Utilize emergency plans: Executing evacuations, lockdowns, or crowd control procedures during critical situations.
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4. Conflict resolution and mediation

Tensions can sometimes rise in malls, which is why mall security officers typically have some training in conflict management. Here’s how they help:‍

• Manage conflicts: Address disagreements between customers, vendors, or staff.
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• Prevent violence: Use de-escalation techniques to resolve tensions before they become physical confrontations.
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5. Assist customers and vendors

Beyond keeping the mall and the people inside safe, guards also assist customers and vendors with their needs. Here’s how: 

• Provide directions: Help shoppers locate stores, facilities, or lost items.
• Logistics: Assist with logistical concerns or address issues with the vendors.
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6. Maintain safety protocols

Guards are typically well-trained in the mall’s safety policies and protocols. Here’s what they do to ensure policies are followed:‍

• Maintain safety equipment: Regularly check the functionality of safety systems.
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• Enforce fire safety: Enforcing fire safety and other regulatory requirements to stay within the fire code.

• Handle drills: Supervise safety drills and reinforce safety protocols.
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7. Write logs and reports

Security guards need to keep management aware of the goings-on in the mall on a daily basis so they can adjust policies as needed. Here’s how they do it:‍

• Daily security guard logs: Maintain records of patrols, observations, and routine activities.

• Incident reports: Document incidents in detail for effective follow-up and reporting using traditional pen and paper or newer technology like Belfry.
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How to become a mall security guard

To become a mall security guard, you must meet basic qualifications, complete the necessary training, and gain the experience you need to grow in the field. Here’s a helpful step-by-step guide:

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‍1. Basic qualifications and eligibility

To begin your career, you should meet the following foundational requirements:

• Minimum age and education: Most employers require applicants to be at least 18 years old and hold a high school diploma or equivalent.
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• Background checks: Applicants must pass a criminal background check.
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• Personality traits: Demonstrate responsibility, reliability, confidence, and the ability to remain calm under pressure.
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2. Steps to getting certified

Certifications and licenses are essential for starting your career as a mall security guard. Follow the steps below:

• Complete basic security training: Enroll in a security training program to learn foundational skills, such as observation techniques, communication, and emergency response.
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• Obtain certifications: Acquire often-required certifications like First Aid and CPR.
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• Get licensed:
  
  • Obtain the appropriate security license based on your career goals.
  • For unarmed guard roles, a Level 1 security license is typically sufficient.
  • For armed positions, pursue the relevant firearms certification or license.
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• Apply for security positions: Submit applications to malls or security firms and complete any on-the-job training programs they provide.
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3. Building experience for career growth

Gaining experience and developing advanced skills can help you stand out and advance in your security career. Try:

• Applying for related roles: Begin in positions like retail loss prevention or private security to build foundational experience.
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• Skill development: Improve your skills in advanced safety protocols and customer service. Work on your tech knowledge by learning how to operate surveillance systems and incident reporting tools.
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Key skills and qualifications for mall security guards

When hiring security guards, it’s essential to look for candidates with the right skills and qualifications that can help foster a safe, efficient, and customer-friendly shopping environment. Below, we’ve listed some key skills and qualifications to look for in mall security guards:

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Required certifications and training

To get hired as a mall security guard, you need to be licensed and certified. Here are the qualifications you need:‍

• Standard certifications: You need your state-specific security license, like a guard card or a Level 1 license. You may also need First Aid and CPR certification for medical emergencies. If you want to work as an armed security guard, you’ll need to have the certification to do so.
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• Continuing education and license renewal: Each state requires you to stay updated on laws, regulations, and best practices by committing to regular training hours and license renewal.
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• (Optional) Specialized training: Some states or employers may require you to have training in crowd management to handle large gatherings effectively, emergency preparedness for swift and organized crisis response, and MOAB (Management of Aggressive Behavior) Training for handling escalated or aggressive behavior.
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Interpersonal and communication skills

Security guards also need some soft skills to help them be successful at their jobs. These skills include:‍

• Calm and professional demeanor: Guards should be able to interact professionally with customers, mall employees, and law enforcement.

• Mediation skills: Strong mediation and problem-solving abilities can help you address complaints and conflicts peacefully.

• Knowledge of de-escalation techniques: By employing these techniques, you can help prevent conflicts from turning violent or physical.
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Physical fitness and observation skills

Security guards need to be observant and capable of acting on what they’ve seen. These skills help:‍

• Physical endurance: Stamina for long patrols and rapid incident response.
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• Keen attention to detail: Ability to identify unusual behaviors, potential risks, or suspicious activities.
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Technology proficiency

Because security guards often need to work with technology, they need these skills to succeed:‍

• Knowledge of security technology: Familiarity with CCTV monitoring systems, access control systems, and communication devices like smartphones and two-way radios.

• Ability to operate reporting tools: Can use employer-indicated tools and apps for efficient reporting.
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Challenges faced by mall security guards

Mall security guards must face unique challenges as they maintain a welcoming environment for shoppers and mall employees. Their role requires balancing competing priorities, managing high-pressure situations, and adapting to changing circumstances, often in bustling and crowded settings. Below are some of the difficulties mall security guards encounter:

• Balancing visibility and discretion: Guards must be approachable to shoppers, assisting when needed while staying vigilant for potential threats. A calm, friendly demeanor is important — after all, you would want to feel comfortable when asking a guard for directions.

• Managing large crowds and seasonal surges: During holidays, sales events, or promotional activities, malls experience significant increases in foot traffic. Guards can help by doing things like directing the crowds and blocking off some areas when there are too many people.

• Dealing with emergencies and high-stress scenarios: Guards must be able to handle unpredictable situations, including theft, altercations, medical emergencies, or even natural disasters. For example, you might look to a mall guard for guidance in an evacuation, so they should be able to remain calm and act decisively.
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Why shopping malls need security guards

Shopping malls are bustling hubs of commerce and social activity that draw countless visitors daily. With such high foot traffic, it’s essential to maintain a safe and secure environment to provide shoppers with a positive experience. Here’s why malls need security guards:‍

• Proactive crime prevention: Security guards are a visible deterrent to criminal activities, such as shoplifting, vandalism, and theft, reducing the likelihood of these incidents occurring. Their presence reassures shoppers, encouraging longer visits and increased spending.
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• Customer and employee safety: Guards contribute to a safer environment, building trust among shoppers and staff. They also help de-escalate potentially dangerous situations, such as disputes or altercations, before they escalate into serious issues.
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• Supporting mall operations: Security guards enforce mall policies, manage access to restricted areas, and promptly report maintenance or safety issues. They also support management by conducting security audits, offering recommendations to improve safety protocols, and ensuring compliance with safety regulations.
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Technology in mall security

Technology plays a pivotal role in making mall security more effective and efficient. Nowadays, security staff rely more and more on technology to help keep operations going as smoothly as possible.Here are some technologies used in mall security operations:
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Modern tools and systems used by guards

Security officers often use tools that help them be much more effective at their jobs. These tools include:‍

• CCTV and video surveillance: Security teams use modern surveillance systems to monitor the mall in real time, providing comprehensive coverage of high-traffic areas, entrances, and exits.
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• Metal detectors and bag scanners: These devices help screen visitors for prohibited items.

• Access control systems: Guards use these systems to manage access to sensitive or restricted areas within the mall.

• Reporting software: Software like Belfry enables guards to log incidents and generate real-time reports.
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AI and automation

As technology continues to evolve, so do the tools that guards use on a daily basis. Here are some of the more advanced tech:‍

• Smart surveillance cameras: Cameras with facial recognition and behavior analysis capabilities help identify potential threats or suspicious activities.
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• Automated alerts: AI-powered systems can detect unusual activities or emergency triggers, such as overcrowding or fire hazards, and send instant alerts to security teams.
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Technology for efficiency

There are tools that guards can use to be more efficient and save time on the job. These include:‍

• Two-way radios and communication apps: These tools enable smooth and easy team communication, allowing guards to coordinate responses quickly and efficiently.
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• Mobile apps for incident reporting: Mobile applications enable security personnel to document incidents, share updates, and track responses in real time, reducing delays and improving response times.
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How Belfry is your go-to platform for mall security operations

We’ve talked in-depth about mall security guards and their crucial role in keeping malls (and the people within) safe and secure. But what if you could make it possible for them to do their jobs more efficiently?That’s where Belfry comes in.

‍Belfry is an all-in-one platform that allows you to manage your security guards — and your security operation. It simplifies administrative processes, improves communication, and gives you a real-time peek into your daily security operations.

‍Here’s how Belfry can help improve your operations:

• Keep an eye on your guards: Belfry’s geofencing capabilities let you confirm that your security guards are at their assigned posts when they’re supposed to be. You get notifications if they leave before their shift finishes.
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• Cover every shift: Belfry’s integrated dashboard allows you to automatically schedule security guards to cover every shift, leaving no gaps in your operation.
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• Communicate efficiently: Thanks to Belfry’s integrated communication tools and convenient mobile app, security guards, dispatchers, and management can communicate through instant messaging. This faster communication allows for quicker response times.
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• Respond quickly: Belfry’s mobile app allows guards to contact you on the field. The live activity logging and GPS tracking features allow you to get more information on what’s going on at their location.
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• Payroll with ease: Nobody likes dealing with the administrative side of security operations. Belfry’s payroll and HR features take the pain out of paying your team with an automated system. Belfry also automatically calculates custom pay rates, overtime, and post-specific wages so you don’t have to.

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