Excellent people skills are paramount at Rochester’s Memorial Art Gallery

The University of Rochester’s Memorial Art Gallery (MAG) was founded in 1913 with the gift of a lappet of lace. Since then, it has grown to a collection of nearly 11,000 works that represent a broad swath of cultures, traditions and histories as interpreted through a variety of media.

MAG’s treasures include pieces influenced by the region’s strong tradition of folk art and crafts, three paintings by Monet, a Chinese Guanyin sculpture, and North America’s only full-size Italian Baroque organ.  The two-story, 100,000 square-foot museum is an integral resource to both the University and the community and offers a year-round schedule of lectures, concerts and family activities.

“Security for the facility is a cooperative effort between Securitas USA and the University of Rochester,” says MAG’s Assistant Director Kim S. Hallatt.  Since the University has their own campus security force to handle emergencies and after-hours patrols, the duties of the Securitas officers can be shaped to answer the gallery’s specific and specialized needs.  “Securitas officers are our ambassadors to the public.  They need to be a welcoming presence while helping to protect the art.” Securitas officers’ core responsibility is to stand watch in the galleries, but they must do this in a way that creates a welcoming atmosphere.  As Hallatt puts it, the officer should be seen as neither “art police nor docents.”

People skills are critical at MAG; officers must be friendly and approachable while alert to the possibility that a simple pencil or key can destroy a painting.  “Protection of the collection is always the number one concern in a museum, and in an art museum, you need to find a balance between customer service and protection,” she says.  “Sculpture begs to be touched, and our officers must be able to respond in an appropriate way so that our visitors don’t feel scolded.” 

To keep the account on track and successful, Hallatt works closely with her Securitas USA branch manager.  “He takes an active role in how things are going and we talk frequently to provide feedback,” she says.  Hiring is critical, and she looks for officers who are punctual, great with the public and willing to be of assistance.  “He wants to know how his people are doing, and communicates frequently.”  He has also been a help in efforts to tighten and refine the officers’ role.  Uniforms, for example, have been changed from dark blazers to open-necked blue oxford shirts to increase the officer’s approachability.

“The branch manager really takes a personal interest in this account and will call me at home.  I value that.  If something doesn’t go right, he’s on the phone to tell me he’s sorry.”  Plus, she adds, she can reach him directly.  “I don’t have to call an 800 number, I can call him on his cell anytime, day or night.” 

The contract between MAG and Securitas USA has a 20-year history, but has remained in place not just due to excellent service.  “Our purchasing department does check and the prices are competitive.”

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