Many of us have watched films set in New York, where well-heeled characters live in Madison or Park Avenue apartment buildings managed by a highly engaged concierge security team that always greets them by name and occasionally steps in to help solve whatever narrative challenge they may be facing. It’s the stuff of fantasy—mainly because very few of us will ever be able to afford the luxury rent or prices that it takes to live in one of these elite buildings home to the ultra-wealthy.
But the point is that part of the resident experience is having that kind of high-touch concierge service on offer, at all times, delivering personalized service. To some, it’s just as important as the design of their living quarters or the number of parking spaces they have to store their collection of vehicles. Not every condominium property manager can deliver quite that level of service, of course, but they can create a unique environment for their residents.
An engaged, respectful and proactive security concierge team is critical to ensuring the protection of a property and the people living in it—and that should always be their primary responsibility. The COVID-19 crisis, with its numerous and varied building access and health and safety restrictions, underscored the value of having well-trained and responsible security professionals at the ready. But in going above and beyond while doing their jobs, security concierge personnel can also provide added value to a residential community.
They can help improve tenant/owner attraction and retention. They can indirectly help drive up property values. They can make a building or complex a far more desirable community in which to live, which is the goal of any property management firm or of condo owners who are always eager to see a spike in unit valuations or monthly rents.
So, what does it take to build a highly engaged condominium security concierge team? These are five of the key ingredients:
Choosing the right security firm is important for many reasons, but none more so than their approach to employee recruitment, onboarding, and retention. Put simply, the service a security firm provides is only as good as the people who are providing it. Every security firm can deploy guards at a high-rise property, but the better ones put time and effort into carefully selecting their security professionals, in particular the ones who comprise security concierge teams. More than anything else, these professionals need to have experience and expertise in customer service— along with a client-focused attitude—to be successful.
One of the many reasons why guards become disengaged is because they don’t receive adequate training in the onboarding phase. They often don’t have a full grasp of what their job entails or what they’re expected to deliver. Even when they are trained, security firms often rush the process and fail to set their concierge teams up for success. Speak to your security provider, ask questions about how they train their guards—including practical or technical considerations such as fire panel or security system operations and emergency procedures—and how they’ll provide training customized to the needs of your residential community.
It’s important for security companies to maintain strong communications internally to ensure their guards are updated on important information relating to the property where they’re stationed. A basic guard huddle at shift changes can help concierge teams share information, which should also be logged in daily reports and conveyed to the security provider’s management team electronically—and, when necessary, the building’s property manager. Even more crucial is a concierge team’s ability to communicate effectively with residents. They are the frontline service providers at any condominium and need to be able to intake, direct or address resident concerns. They also need to be friendly and attentive to deliver the kind of sunny service experience that should be the objective of any reliable security provider.
It needs to be made clear to security concierge teams that the expectation is for them to create the kind of residential atmosphere that they might want for themselves or their families. That means working with your security provider to customize key performance indicators that can be measured and benchmarked over time. Concierge personnel that meets those lofty expectations should be rewarded with longer-term placements, which is also the ideal scenario for stability-loving residents who tend to appreciate seeing the same security personnel in their building lobbies from day to day.
The only way to enforce these expectations is by requiring full accountability. The best way to do that is to ensure that your security provider’s management team are on the ball, inspecting sites, providing necessary support to their concierge security teams, meeting residents themselves, interacting with the property manager or board and generally building a strong understanding of that specific community and its needs. When gaps emerge, those managers should take action before you even know there’s a problem.
If they work hard to motivate guards, treat them well and readily provide constructive feedback, you can rest assured that your concierge security team will likely stay fully engaged on the job—and your residents will keep smiles on their faces.
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Winston Stewart, President and CEO