The Apex & The Athenaeum

Venue: The Apex & The Athenaeum, Bury St Edmunds
Audience: Venue guests
Duration: Ongoing

Stage Security has been a trusted partner for a key client, delivering our professional concierge and manned guarding services tailored to their unique requirements across the venues. Operating across multiple locations, our security officers perform a wide range of duties designed to protect staff, property, performers and guests.

We have continued to provide reliable and responsive security solutions that not only provide peace of mind but also offer front-of-house support and customer-facing hospitality. This case study highlights how our dedicated services have met and exceeded the client’s expectations.

The objective

The client operates several busy theatre and entertainment venues in East Anglia that host a wide range of performances and events throughout each calendar year. Their objectives in partnering with Stage Security were to:

Ensure the safety and security of staff, performers, guests, and property across multiple venues.
Maintain a professional, customer-focused presence at all times.
Deliver a high standard of concierge-style security services to support guest experience.
Provide security personnel who are not only vigilant and responsive, but also approachable and well-trained in line with the hospitality environment.
Establish a consistent and reliable security partner that understands the operational needs of a live entertainment venue and can support with ad hoc changes and requests.
To have a local security provider who employs local people and has a local management team in place to support the contract.

The solution

Stage Security provided a tailored solution that blends professional security services with front-of-house hospitality, including:

Concierge & Manned Guarding: Trained officers deployed across multiple venues, acting as both security personnel and customer-facing representatives.
Customer Service Training: Officers provided additional training to support delivering high levels of customer care while maintaining strong situational awareness and security protocols.
Versatile Staffing Model: Security officers equipped to handle everything from ingress and egress, crowd management, emergency response, first aid, vulnerable persons and performer protection.
Consistent Deployment: Familiar and reliable officers regularly assigned to specific venues, providing continuity and trust with venue staff and its guests.
24/7 Operational Support: Ongoing communication with venue management, plus responsive supervision to ensure standards remain consistently high.

The benefits

Improved guest experience through the presence of professional, approachable security staff who are always alert and on duty whilst on site.
Zero major security incidents, with effective crowd and incident management during high-attendance events.
Stronger front-of-house support, enhancing the venue’s image and customer satisfaction and providing a welcoming presence to guests whilst maintaining situational awareness to be on hand for escalations and incidents.
A highly adaptable team capable of scaling services based on event schedules and specific venue requirements for artists, shows, and performances.
Positive feedback from venue staff, management, and visitors regarding the helpfulness and professionalism of the security personnel they have experienced.
Seamless integration of security into the venue’s customer service model.
Enhanced safety for all stakeholders, including performers, guests, and venue employees.
A tailored, scalable security solution designed to align with the fast-paced nature of the entertainment industry.
Reduced pressure on internal staff through dependable external support.
Long-term peace of mind with a security partner that consistently delivers a professional and reliable service.

Services Provided

“We have been working with Stage Security for a few years now and have always found their service to be very reliable and professional. We would certainly recommend them to other clients.”