From Gatekeeper to Experience Ambassador: The Evolution of the Modern Security Officer

There was a time when the image of a security officer was simple and predictable: uniformed guard, stationed at an entrance, focused purely on enforcing access and maintaining order. The role was defined by visibility and authority rather than by connection or experience.

But the world of work has changed. The UK’s private security sector now contributes over £11 billion annually to the economy and employs more than 420,000 licensed professionals, reflecting how far the industry has come in both scale and sophistication.  The modern workplace is no longer just a place people come to perform tasks; it’s a living environment where safety, service, and experience intersect. And with that evolution, the role of the manned security officer has been transformed.

Today’s officers are no longer just custodians of security they are ambassadors of the workplace experience, blending professionalism, technology, and customer service in equal measure.

Modern security officers are now the welcoming face of the workplace. In today’s hybrid offices, the first impression of a workplace is shaped by warmth, empathy, and engagement. They greet guests, support employees, and guide visitors with the same professionalism you’d expect from a hotel concierge. They understand that their role extends beyond physical protection it’s about creating an environment where people feel safe, valued, and comfortable.

At Sodexo, our officers are often the first and last people anyone meets when entering or leaving a   client’s premises. The way they greet, communicate, and assist directly influences how the workplace is perceived. Powered by today’s integration of digital visitor systems, mobile reporting tools and AI-assisted CCTV,  they combine personal service with real-time intelligence, improving both safety and user experience.

“Security is no longer just about access control — it’s about experience control.”  

These innovations don’t just strengthen protection; they help create a workplace where people feel confident, supported and able to focus on their day.

Technology now supports the shift from gatekeeper to experience ambassador by taking routine tasks off the officer’s plate and giving them better situational awareness. Instead of repeating access checks or manual reporting, officers can focus on people, not processes.

Advances in digital tools, analytics and smart systems have turned security from reactive to predictive. IoT devices, access control analytics, AI powered CCTV and incident management platforms provide live intelligence that helps teams anticipate risks and adjust proactively. Real time dashboards offer visibility of site activity and resource deployment, allowing supervisors to strengthen vulnerable areas before issues arise.

At one Sodexo managed critical infrastructure site, digital patrol systems reduced missed patrols by 98%, giving clients verifiable, timestamped data and building trust in the service. And where clients need broader transformation, Sodexo has implemented technology-enabled models — such as remote monitoring, ANPR systems and automated weighbridges — that streamline operations and strengthen risk management, while maintaining site continuity 24/7.

At several global sites, this approach has delivered up to 60% service line savings and created leaner, more responsive security workflows without compromising protection.

This people-centred approach makes a tangible difference to everyday working life, reducing stress, strengthening trust and helping employees feel more at ease the moment they walk through the door.

Technology may drive efficiency, but the heart of modern security is still human. Officers today support not only physical protection but also health, wellbeing and the overall workplace experience. They respond to first-aid incidents, assist in emergencies and help create calm, welcoming environments that encourage people to return to the office.

At one flagship client site, Sodexo’s security officers work side-by-side with reception and facilities teams to deliver a seamless guest journey from car park arrival to meeting room check-in. Cross-trained in front-of-house systems, service etiquette and brand storytelling, they ensure every interaction reinforces the client’s culture.

Security has moved from the back room to the boardroom. It now plays a direct role in how organisations shape brand perception, culture, and wellbeing.

Forward-thinking companies view their security teams as a key touchpoint in the workplace experience. Whether it’s supporting sustainability through smarter building access or contributing to wellbeing by creating a sense of safety, the modern security officer’s impact is tangible and measurable. This extends beyond safety and service: from electric patrol vehicles and solar-powered CCTV towers to paperless reporting systems, security operations are now aligning with wider ESG goals while maintaining resilience.

Sodexo’s work with global clients shows how stronger alignment, consistent standards and scalable models can transform whole estates — enabling regions to adopt the same modern approach quickly and consistently across multiple sites.

At Sodexo, we see this evolution as part of a broader transformation in human-centred facilities management where every interaction contributes to trust, belonging, and performance. The future of manned security isn’t about replacing people with technology; it’s about enhancing them  with better tools, better data and better opportunities to create safe, connected and welcoming workplaces.

And as the role continues to evolve, their foundational purpose remains unchanged: protecting people, property and business continuity. Security officers underpin emergency response, risk management and loss prevention, all of which are growing in importance as organisations prepare for new requirements  under the Terrorism (Protection of Premises) Act 2025.