Security guard versus concierge: Which one is right for my condo?

Security and concierge professionals are often placed into the same category. But there are key differences that condo boards and managers should be aware of if they are thinking of filling one or both of these roles.   

   

Table of contents

• Things security guards and concierge have in common
• Things that differentiate security guards from concierge
• Which option is right for you

   

Similarities

The reason that security and concierge are used interchangeably is because some of their duties overlap.

   

Create a safe environment

Both professionals are required to help people and make them feel safe. They may offer directions to guests or answer questions that residents have.

   

Resolve challenging situations 

Both security and concierge personnel are trained to handle different types of disturbances that may happen within a condo community. Both must act quickly if a guest or resident is doing something that could harm other people or the property.  

   

Monitor surveillance

Both security and concierge staff have access to security footage and can see what’s happening in the building.  

   

Maintain records

Concierge and security are both expected to document incidents that occurred during their shifts. Not only is this information useful for the next person taking over, but documentation may be essential if there is ever a legal matter that is presented before a judge.  

   

Differences

There are key differences between concierge and security staff. Your building’s needs will determine whether you need someone at the front desk, someone to patrol the premises, or people to do both.

   

Objective

The primary difference between security and concierge is their objectives.

Security’s core duty is to protect the property.

Concierge is expected to prioritize customer service.

   

Credentials

Credentials also separate guards from concierge.

Security guards must have proper licensing in order to work in Canada or the United States. Different places have different requirements, but often, guards will have to take several courses and pass a series of tests before they can obtain their licenses.

Guards may also be required to familiarize themselves with criminal codes, first aid and the Trespass to Property Act.

If they are expected to operate a vehicle during their shifts, they will also need to have a valid driver’s license too.

Concierge on the other hand is almost never required to obtain formal licensing. They do need to have prior customer service experience though.

   

Duties

These are some of a security guard’s core duties:

• Conduct proactive patrols of the grounds
• Monitor various security systems
• Execute operational plans communicated by supervisor
• Enforce bylaws, acts and policies of the building
• Maintain daily records of activities and incidents
• Respond to emergency and non-emergency calls
• Inform relevant authorities of emergencies
• Perform parking enforcement duties

   

Concierge are assigned these core duties:

• Welcome residents and guests
• Answer phone line
• Sign for, log and store packages
• Address resident inquiries and concerns
• Update communication logs
• Manage general security (i.e. loitering, monitoring security footage)
• Build strong relationships with residents
• Assist with on- and off-site resident events and initiatives
• Provide marketing support with social media
• Provide general resident services such as scheduling amenity reservations

   

Wages

Though one might think that a security guard would earn more than a concierge professional, that is not always the case. The reason? Concierge has a direct impact on a condo community’s brand and/or reputation. These staff can help retain good residents by building relationships with them. Good customer service is valuable, which is why concierge could earn more than a security guard.

Security staff are not expected to form bonds with residents. They may have to answer questions and interact with people, but their goal is to keep residents safe.    

A security guard working in a large city can expect to earn anywhere from $15 to $25 an hour. Those living in rural areas will earn a few dollars less.

Someone working as concierge could also be paid anywhere from $15 – $25 an hour, but the pay could be even more depending on what company they are working for and how much experience they have.

   

Which option is right for you

While security guards and concierge staff have some overlapping responsibilities, these professionals don’t have the same jobs.  

When deciding who to hire, your board or manager will need to first determine what problems need to be solved or gaps need to be filled.

If your community is struggling to keep up with parcel deliveries or manage guest parking, then you likely need a concierge professional. But if people are smoking frequently in stairwells or car thefts are on the rise, then a security team is a more appropriate choice.

What happens if you need both? The condominium could hire staff to fill both roles. However, the budget may not permit the association to do that.

There are companies that employ hybrid concierge security staff. These professionals have all the required security credentials, but also have strong people skills. They will take on responsibilities of both roles, including conducting patrols and issuing parking passes. These staff cost more than a traditional security guard or concierge professional, but you will need fewer people overall.   

Depending on what issues the building is experiencing, you could also explore hardware and software options to assist with some tasks traditionally assigned to security and concierge teams. For example, a parcel locker is a great investment because it eliminates the need for staff to log parcels and notify residents, and it prevents packages from getting lost or stolen. The initial cost will be high, but this amenity has become a must-have for some residents.

When it comes to parking management, there are smart camera systems that can read license plates. The cameras will work with software and see if the plate belongs to a registered resident or guest within a database. If the plate is unrecognizable, the car won’t be granted access to the parking garage.  

Both of these solutions integrate with Condo Control, the same company that owns Patrol Points. Instead of having to manage multiple databases, staff only have to add or update names and contact information in Condo Control. The changes are automatically reflected in the other software program, reducing manual data entry and human errors.

If it makes financial sense, the building could install hardware so that it doesn’t need security and concierge staff.

   

Conclusion

There are core differences between security and concierge. While front desk staff can perform some general security tasks, there are some things that only licensed security guards can do.   

Every condominium will have different needs depending on its size, location and residents. However, larger communities generally benefit from having both types of staff employed.