ARMONIA and Westfield Mall of the Netherlands: security and hospitality as one team
Situation sketch
A shopping centre where safety and hospitality come together
Westfield Mall of the Netherlands is, at 120,000 m², the largest and one of the most dynamic retail environments in the country. Every year, the centre welcomes over 15 million visitors and offers space to hundreds of retailers, food outlets, entertainment venues and events. This environment asks for a partner who looks beyond just security supervision.
Westfield was looking for an organisation where personal contact and service excellence are central. Due to the scale and complexity, short lines, accessibility and a reliable sounding board are essential to tackle the operational, security and hospitality challenges that arise every day. Since 2020, ARMONIA has delivered an integrated service in which security, hospitality and service orientation combine to form a single, seamless operation.
Our approach
Security Hosts who are visible, approachable and alert
With over 30 Security Hosts, ARMONIA ensures a visible, approachable and professional presence throughout the centre. Hospitality and alertness go hand in hand, so visitors, retailers and employees feel both welcome and safe.
- Prevention, early detection and controlled incident handling
- From visitor support to managing aggression, theft, missing persons, medical help and emergencies
Professional expertise and continuous development
Everything starts with the right people: communicative, presentable and resilient Security Hosts who combine professional expertise with service awareness and decisiveness. Through ongoing training and coaching in de-escalation, incident management, medical assistance, guest engagement and collaboration with emergency services, ARMONIA safeguards a consistent quality day in, day out.
Working together for a safe environment
ARMONIA works closely with the centre’s management, retailers, operational partners and emergency services. Short lines and clear agreements ensure that security fits the centre’s operational and commercial needs. The added value lies in the combination of people, processes and technology: systems strengthen the ability to detect and react, while teams interpret situations and act at the right moment.
Result
Benefits immediately visible
Welcome and safe: Visitors, retailers and employees feel welcome and safe.
Consistent quality: Continuous training and coaching ensure quality day after day.
Short lines: Close collaboration and clear agreements ensure security aligns with the operational and commercial needs of the centre.
By choosing ARMONIA, Westfield Mall of the Netherlands partners with an organisation that not only delivers security, but adds visible value to a welcoming, manageable and future-ready visitor environment.
