Protecting the fan experience
There’s a moment in every large event where something small could turn into something bigger.
A crowd bottleneck. A guest interaction. A decision that needs to happen quickly, without a playbook. What happens next usually comes down to the person on the ground.
In our latest Security Connected North America episode, Shaun Oliver, VP of Operations at Sports Illustrated Stadium, Tommy Zarna, President, Mobile Division, Securitas USA, and Miguel Martinez, VP at Pinkerton, shared how they manage those situations in real time.
As the FIFA World Cup 2026 approaches, those lessons are becoming more relevant for teams preparing to operate at scale across stadiums, arenas, and large public events.
Empowerment creates efficiency
The best event security outcomes can happen when officers on the ground feel confident to act in the moment. Sean Oliver says that he wants his officers to feel confident handling small, on-the-spot situations, like resolving a ticket issue for a child, without needing to escalate to a manager. Even minor situations like this can help reduce bottlenecks and help prevent the guest's experience from suffering.
When officers feel like they need approval for everything, lines build, and frustration can follow.
“I want them to feel empowered,” Sean says.
That kind of confidence comes from preparation. When teams invest in training and set clear expectations, officers tend to act faster and with more consistency.
Prioritize transparency
Event and temporary security often involve teams working at once: on-site officers, mobile units, remote guarding, and external partners. But such security teams rely on timing as much as the flow of information. Miguel Martinez notes how important it is to share what’s happening across the entire operation from within leadership as well as with the people managing entry points, monitoring activity, and responding on the ground.
“Full transparency and communication are very important,” Martinez says.
Whether it's new intelligence, a shift in crowd behavior, or an update with a local agency, that information helps people respond more effectively. It also changes how teams engage with guests. When officers understand what’s happening and why, they’re more prepared to respond without hesitation.
Treat training as part of the job
Even the most expensive technology is useless if the team hasn’t been trained to use it. Preparation and training are key. No two events play out the same way, and event security services don’t stay static. Preparation plays an important role in how teams perform once the event starts.
“We expect our officers to be personable and to adapt. If we don’t prepare them correctly when they’re going boots on the ground, it’s our fault,” Sean says.
That preparation can often include recurring training, sometimes daily; that’s focused on real scenarios. Teams should revisit and walk through different scenarios, how to manage different crowd types, how to use supporting technology, and how to respond when something unexpected happens.
For large-scale events like the World Cup, where new audiences and behaviors come into play, that ongoing training can help teams stay ready without relying on guesswork.
Clear post orders also play an important role in helping officers operate consistently in fast-moving environments. As a guidepost, post orders help teams understand responsibilities, escalation paths, communication expectations, and how to respond when conditions shift during a live event.
Stay adaptable as conditions change
Even with strong planning, live events can bring a level of unpredictability. Situations can unfold and develop in ways that aren’t always easy to anticipate, especially when it comes to shifts in crowds and their energy changing.
Tommy Zarna pointed to adaptability as one of the most important qualities teams can build. That includes how they scale staffing, how they shift coverage, and how they respond when something unexpected happens.
It also depends on how connected teams are. Officers need access to information, visibility into what others are seeing, and the ability to act without delay.
Keep the human in the loop
As we look toward major upcoming global events, the need for event security that balances safety with a seamless fan experience will only grow. The real “win” behind the scenes is found in the connection between a well-trained officer, a transparent command structure, and the intelligence to help anticipate what comes next.
Fans are there to enjoy the event; players and VIPs expect to move through the space without disruption, and the operation must support both. That perspective shapes decisions, from how officers interact with guests to how visible certain measures should be.
“We want people to have fun, come back, spend money, and watch a game,” Martinez said.
As Tommy put it, the goal for any security program is to find that “happy medium” between helping protect the venue and delivering an unforgettable experience. By keeping the human in the loop, that goal will turn out to be standard practice.