Security personnel and concierge staff have long been an integral part of residential operations. Some complexes and buildings were large enough to have separate departments that served their tenants, while others had to choose either a security officer or a concierge. Without the possibility of deactivation, there was no full service program in the residences. This article will detail the two-person concierge / security officer program, which will explain why it is not a standard for the residential industry, and how it is beneficial for tenants and visitors.
The impact of having a double role concierge / security officer will be visible in residential buildings. overall security, customer satisfaction and cost savings. Property management companies and homeowners should not choose whether they value a safe environment or a supportive environment when possible with a specially trained and licensed security concierge.
The first step in developing a full tenant service program for homeowners and property management companies is to unite the two departments by firing licensed security personnel who are trained as concierge staff. This full-service professional should have the necessary skills and knowledge of both professions and be able to adapt to various complex situations and incidents. The Dual Security / Security Officer should have excellent concierge and security management skills; the ability to make reservations and the ability to respond to emergencies; care and cooperation concierge and crime prevention security officer. To be successful with this service, an intranet training program must be created that focuses on security and concierge skills as a single service style, rather than as separate roles. The service provider must have experience with both services and have an officer development program.
Why didn't many security firms or concierge services have a double employee? Security companies did not go for this model due to training requirements, accountability and the necessary wage structure to ensure the level of service quality and customer protection expected by tenants in a residential environment. Concierge firms did not accept this model because of the responsibility and cost of licensing their staff as security personnel to monitor cameras and respond to emergencies. The heightened risks of terrorism and crime require that security personnel receive more diverse training in emergency first reaction, life safety procedures and general crime prevention. Gone are the days when security officers were counted to just call 911 and wait for law enforcement and EMS to respond. Security personnel should now be the first attesters and trained in national security to protect the lives of the people they serve.
It is known that concierge staff provide assistance to residents with any requests for the provision of necessary services, although there is a nullity between the capacity of the concierge and the security officer. An employee with a dual role can help with monitoring closed-loop services and filing police reports, offering information about local nightlife, making reservations and coordinating the delivery of products. Such services are commonplace in the hotel industry and should become the benchmark for residential buildings offering luxury services.
What will lead this convergence to a residence? An analysis of the costs and benefits of a double role employee can easily justify the transformation. Owners and residential operators with front desk staff can incorporate a security and concierge function into one operating expense of their budget. Security companies must expand their training and customer service programs, but do not require any increase in licenses. The end result will be increased tenant satisfaction, increased safety and security and, most importantly, peace of mind.
There is a growth in dual organizations for a dual role concierge / security officer, but many of these attempts are not an integration of better security methods and interrogations, but a selective combination of two disciplines. The responsibility is for service providers to integrate both training programs, without losing any of the qualities of each role. Proper management structure and wages will enable property owners and property owners to hire the professionals necessary to establish this important balance.
