Retail security in Belgium

Patrick Marchandisse on security at the Ardennes Outlet Centre: Verviers in the Wallonia region of Belgium is home to by far the largest outlet centre in the region: the Ardennes Outlet Centre, with the capacity to serve up to nineteen million customers.

Securitas has been there right from the start in 2005. Representatives from Securitas regularly get together with Patrick Marchandisse, Facility Manager of the Ardennes Outlet Centre, to discuss what needs to be done each day on the site. This way, Securitas provides a security and surveillance solution that is constantly adapting to the needs of the site.

What made you choose Securitas?

Patrick Marchandisse: ‘Out of all the candidates that submitted a response to our invitation to tender, it was Securitas who presented us with the most professional surveillance and security solutions. You’ve got to realise that we were beginning from scratch when it came to security: everything still needed to be thought out. In Securitas we found an accommodating partner that always does its utmost to optimise the safety and well-being of the visitors.

What security measures were taken? 

Patrick Marchandisse: ‘Without going into detail, I can tell you that we have a permanent team of security guards at our disposal, 24 hours a day, 7 days a week. We also have a police dog on site. In addition to all this, we’ve installed a CCTV camera network. Here, too, Securitas advises us how best to process and manage the stream of video images.’  

Presumably the security guards need to meet a specific profile?

Patrick Marchandisse: ‘Of course we insist that the security guards have an eye for suspicious behaviour and at the same time meet the expectations of the visitors. Securitas has been incredibly selective when choosing its guards. The guards in our team need to come from the region, show emotional intelligence and speak multiple languages. They need to be able to address the customers in their own language, be that French, Dutch, Flemish, German or English.’  

Security has variable dimensions. How does Securitas respond to this?  

Patrick Marchandisse: ‘At least twice a month I meet with the Securitas representative to take stock of the security situation and to adjust the parameters if necessary. For one-off events we increase the number of security guards. Occasionally tenants request that I call in the help of Securitas. During the opening ceremony there were no less than eight guards present in the centre. We value this flexibility.’

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