You Had Me “Hello.”

Shopping Center Security is one of the most important pieces of the shopping center management puzzle, perhaps more so today than ever.

As shopping center managers, we struggle with how to keep our visitors and retailers safe from harm without our security services feeling oppressive or unwelcoming. To the rescue comes Unitus Security with "Concierge Security.”

Unitus Security's Co-Founder and President, Rob Cordero is a veteran of the United States Marine Corps and a respected leader in the security industry. He served in the Marines during Operation Desert Shield/Storm and was recognized for his honorable service. After his service, Rob went on to pursue a career in law enforcement before founding Unitus Security in Atlanta, GA.

A highly experienced security professional and leader, Rob has a long history of protecting people and property, both in the military and and our relationship grew during this time. The daily tasks of managing the mixed-used property required us to be creative and take initiative. We quickly learned to appreciate each other's work ethic as we took on each challenge that arose while working in partnership. redevelopment was a cohesive team coming together as not just security, but also valet, housekeeping or engineers as equal partners to support the clients brand. That revelation became the inspiration for Unitus Security.

He is well-versed in physical and personal security and highly knowledgeable in operational security, emergency response, and risk management.

Rob is a passionate advocate for security and safety and has dedicated much of his life to protecting people and property. He is a highly sought-after speaker and guest lecturer on the topics of security, safety, and hospitality. His commitment to the security industry is unwavering. He is dedicated to making people smile.

I first met Rob while co-teaching leadership sessions for North American Properties (NAP) in Atlanta, Georgia in 2022. I had already heard a lot about him so was interested to meet the man who coined the phrase “Concierge Security”. Having worked on numerous properties where the security service functioned as a type of military or police presence, I was keen to learn more about Unitus’ approach, how he came to it and how it impacts the properties and people he serves. I was also interested to understand how a former Marine and law enforcement professional came to understand the nuances required of security services in shopping center and hospitality environments.

When we did meet, I was impressed by his dedication to purpose and learning, openness and charm. He does indeed make people smile.

Shannon Quilty (SQ): Hey Rob – Let’s jump right in. How did Unitus come together?

Rob Cordero (RC): Co-Founder Scott Hundley and I were working together on a project in Atlanta. Scott was in charge of Operations and Engineering on the project while I was responsible for Security. Risk management is a key component to successful property management, and both of our roles were essential in this regard.

Scott and I saw a gap in the market for high-end, Concierge Security services that cater to the unique needs of each client. We believed that traditional security approaches were too rigid and failed to account for the personal preferences and needs of clients. Thus, Unitus was created to offer a concierge-style approach to security that would not only protect clients but also enhance their ROI.

SQ: Was “Concierge Security” a part of Unitus from the beginning? How did it become your guiding principle?

RC: Concierge Security has been a part of our vision from Day One. After working on several grand openings, re-grand openings and new developments of mixed-used properties, the elements of success began to reveal themselves.

Our guiding principle of Concierge Security is centered on creating a high-level experience for each guest. This means taking the time to understand their unique needs and preferences and tailoring our services to meet them. It also involves going above and beyond traditional security measures like patrolling and screening - elevating these daily interactions into guest engagements and opportunities to increase brand loyalty.

Through our focus on Concierge Security, we have been able to build strong relationships with our clients, who trust us to keep them safe and secure in all aspects of their time on property. This has been key to our success, and we remain committed to providing the highest level of personalized security services to our clients.

SQ: How does Concierge Security translate on the ground?

RC: Elevating the role of security to a concierge level of hospitality can be a unique selling point for a property, differentiating it from competitors and attracting guests who value a high level of service and attention to detail. By providing a higher level of service and attention to guest needs, security personnel will become an integral part of the guest experience, enhancing satisfaction, and promoting loyalty.

A concierge-style approach to security involves building strong relationships with guests and being highly attuned to their needs. This can help identify potential security risks and prevent incidents before they occur, providing a safer and more secure environment for all guests. By providing a personalized and attentive level of service, guests are more likely to have a positive experience while on property.

SQ: How receptive are officers to the concept?

RC: Security officers are more likely to stay with a company that focuses on providing the highest level of Concierge Security because this approach values their skills and expertise and creates a positive work environment that prioritizes employee satisfaction and retention. Security officers who work for Unitus Security feel like they are making a meaningful impact in their role. Rather than just being seen as enforcers, they are valued as ambassadors who play a vital role in ensuring guests' safety and overall experience.

Traditional security approaches often focus on a hard stance when dealing with the public, which can create a confrontational and tense work environment.

In contrast, a concierge-style approach emphasizes building relationships and providing excellent guest service. This creates a positive work environment that is more conducive to job satisfaction and employee retention.

SQ: How does Concierge Security positively impact the client’s bottom line? Can it be quantified?

RC: Concierge Security will positively impact a client's revenue by enhancing their reputation and guest experience. By providing a high level of Concierge Security, clients can create a safe and secure environment for their guests, leading to increased satisfaction and loyalty. Guests are more likely to return to a property that they perceive as safe and secure, leading to increased revenue over time. Additionally, by having a concierge on site, clients can offer an added level of personalized service to their guests, which can further enhance their experience and increase their likelihood of returning.

SQ: As a shopping center manager, I am always looking for security service providers who “get it” the way Unitus does. Do you have any plans outside of the Atlanta market?

RC: Unitus Security has always prioritized the security market in Atlanta, GA. However, due to the lack of satisfaction and quality of service provided by other security companies in areas outside of Atlanta, many of our clients with properties in different regions have requested our training program to be implemented in their other properties. As a result, we have expanded our training team to meet the strong demand for this program from our national partners.

SQ: That’s great news! I love that you’re helping other security companies embrace the Concierge Security ethos and look forward to it’s becoming a key component in the industry as a whole.

Once upon a time, there were three individuals with very different backgrounds, although all linked to retail & experience.

The first, Audra, was a hospitality expert from the UK. She had a deep understanding of the customer and employee experience, and how to create engaging experiences in physical spaces. With offices in London, Dubai and Atlanta, she used her skills to capture the DNA of her clients and customers, by crafting unique hospitality programs for them and their 3rd party partners. With a laser focus she was able to help launch new mixed-use schemes or turnaround distressed assets through the power of hospitality.