World Class Guest Experience Meets Real World Security
Global Awareness Professionals (GAP) and BC Group have partnered to deliver a next-generation training model that integrates proven security strategy with world-class guest experience principles.
Built on BC Group’s foundation influenced by the standards of The Walt Disney Company and GAP’s extensive real-world expertise in venue security, behavioral threat recognition, and risk mitigation, this program prepares teams to operate at a higher level across all environments.
Participants learned to:
Identify and Recognize risk before it escalates
Engage guests with confidence and professionalism
De-escalate situations while preserving the guest experience
Respond decisively when it matters most
This collaborative approach reflects a fundamental shift in the industry.
Security and Guest Experience Are Not Separate Functions. They Are One Operation
In June 2026 this custom designed, collaborative training was presented to leadership of the Spokane Public Facilities District with GAP’s Mark Herrera covering behavioral threat awareness, active shooter preparedness, and leadership topics, while Disney’s BC Group focused on guest experience and leadership alignment.
The approach addressed issues like staff hesitation, unnecessary escalation, and the disconnect between security and guest service teams, and guest experience engagement strategy.
Security and Guest Service Integration
Requiring a four-component approach to security and guest service integration, the Spokane training focused on: behavioral threat awareness; active shooter preparedness; leadership development across generations; and risk mitigation through guest service engagement. Emphasis was placed on the importance of quickly identifying and responding to behavioral anomalies while maintaining effective communication across different generations. The proposed approach aimed to address issues like staff hesitation, unnecessary escalation, and the disconnect between security and guest service teams.