Advanced concierge service · Servizi Ausiliari Integrati
A presence that knows what to look for.
Unarmed concierge and access-control officers for your stores across Italy: selected for each store, trained on your own protocols and checked by our inspectors. They welcome, guide, observe and report, and every month you receive a report that tells you what happened and why.
What our officers do
The face of your store, and its eyes.
Welcome and guidance
Customer assistance and information, queue and footfall management at peak times, and support for your staff during sales, extended opening hours and events.
Access control
Checking authorisation for restricted areas, keeping the log of suppliers and maintenance contractors, and covering staff exits and loading bays.
Observation and reporting
A passive presence at entrances, exits and electronic security gates, with monitoring of the areas from the officer’s post, including through the client’s own systems: in that case the client remains the controller of the footage and appoints us as data processor with written instructions. Every irregularity is logged and reported to the store contact and, where necessary, to the police, following written procedures.
Our guarantees
A service you can measure.
- Certified. Service compliant with ISO 9001:2015 (Bureau Veritas, Accredia accreditation) and with UNI 11926:2023, the Italian standard for auxiliary security services (ICMQ).
- Checked. Inspectors with a fleet of 15 company cars, carrying out scheduled and unannounced visits to every store.
- Covered. If an officer is absent, our management hub arranges a replacement already trained on your store, even outside office hours.
- Documented. A monthly report for each store with events, incidents and agreed indicators, and a single number for every need: our management hub.
- Compliant. The national collective agreement applied correctly and full traceability of shifts and attendance: under an Italian service contract, the client’s joint liability (responsabilità solidale) concerns you too.
Clarity first
What a concierge service is not, and why we tell you.
In Italy, unarmed concierge and access-control services are auxiliary security services: they require no Prefecture licence and are qualified under the standards UNI 11926:2023, for the service, and UNI 11925:2023, for the officers. That is precisely why their scope is clearly defined. Our officers keep watch, observe and report, but they do not patrol departments or walk the aisles in plain clothes: that is anti-shoplifting surveillance, reserved for licensed armed security officers (guardie giurate), or a retail loss investigation, reserved for a licensed investigation agency. They do not search anyone, check bags or people, detain anyone or use force: the law reserves these activities to the police. Overnight custody of goods, cash-in-transit and alarm response are likewise reserved for licensed armed security officers. If our site survey shows that your risk calls for these services, we will tell you so in writing. A supplier who promises you more exposes you to penalties and litigation.
Before you sign
Four questions every client should ask.
Does my site require a licensed armed security officer?
At some sites it is mandatory, and custody outside opening hours is always reserved for licensed armed security officers (guardie giurate). Checking this is the client’s responsibility.
Does the price cover the cost of labour?
Below the Ministry of Labour’s cost tables, somebody is not being paid, and for two years you are liable too.
Which collective agreement does the supplier apply?
Ask which one, with its code, for every role employed. We apply the CCNL HV40.
Who is the controller of the footage?
The client, always. A supplier that watches your cameras must be appointed as data processor.
How we work
From site survey to first report.
- Free site survey. We study layout, footfall, opening hours and critical points.
- Plan and indicators. A written proposal with hours, duties and performance indicators.
- Supported start-up. Staff selected for that location and trained on your procedures.
- Ongoing review. Inspections, a monthly report and meetings with your management.
Frequently asked questions
What is the difference between a concierge and access-control officer and a licensed armed security officer?
In Italy, a licensed armed security officer (guardia giurata) is a person entrusted with a public service, authorised by the Prefect and employed by a licensed armed security company (vigilanza privata); they may carry out custody of goods and alarm response. Our concierge and access-control officers provide auxiliary services: welcome, access control, observation and reporting. Demetra is not a vigilanza privata company. These are two different jobs, and a good tender specification keeps them apart.
Do your officers wear a uniform?
A dark suit and a Demetra ID badge. Nothing that could be mistaken for a police uniform or the uniform of licensed armed security officers.
What happens if an officer falls ill?
Our management hub informs you and arranges a replacement with an officer already trained on your store, even outside office hours thanks to continuous on-call cover.
Where in Italy do you operate?
We cover stores throughout Northern Italy, with operational offices in Turin, Racconigi and Isernia and the Consortium’s registered office in Milan.
Tell us where you need cover.
We reply within 24 working hours. Or call us, in English: +39 0172 750977.
Service delivered in Italy by Servizi Ausiliari Integrati S.r.l., the principal member company of the Consorzio Demetra Global Solutions. ISO 9001:2015 Bureau Veritas no. IT342508 · UNI 11926:2023 ICMQ no. 2500014SAS.