Responsibilities of a concierge at the entrance, average salary and where to study

In the modern world, special attention is paid to the comfort and safety of residential buildings. People strive to create good and high-quality living conditions, as well as protect themselves from strangers in the house. This issue is especially relevant for residents of apartment buildings. In this regard, various smart devices and devices are being developed to help keep order in your home.

But despite the use of modern technologies and advanced developments, human work remains no less important. The role of a kind of security system is performed by a concierge, whose position is provided in modern buildings. In this publication, we will look at what a concierge’s job is, and also talk about the main job duties and responsibilities of employees in this position.

Concierge functionality

The word concierge is French, it has a long history; in Russia the position was common under the name gatekeeper. If previously concierges could only be seen in elite houses of rich people, now the position of concierge is provided in almost every modern comfort class multi-apartment residential complex.

This work has gained particular popularity due to the presence in modern residential complexes of special premises for an employee involved in maintaining cleanliness and order in the assigned territory. Of course, you can hire a concierge to work in an old house, but in this case it may be difficult to arrange the premises for the employee.

Housing and communal services news

One of the additional services that the management organization and the HOA can provide to residents of a building in agreement with the owners is a concierge . In this article we talk about who a modern concierge is and what his rights and responsibilities are when performing his job.

The word "concierge" comes from the French language from concierge - doorman, concierge, gatekeeper. If previously such workers could only be seen in luxury buildings, today the owners of premises in any apartment building can decide at a general meeting to hire concierges.

However, if the concierge’s work requires a separate room, for example, his work schedule is around the clock, then such conditions for the employee are difficult to create in old houses. The house design does not include a room for a concierge. The concierge is not involved in the management or maintenance of the house - this is the business of the management organization and the homeowners' association, which hire such workers on behalf of the owners.

During his “watch,” the concierge is responsible for the order in the entrance of the house, and also relieves residents of unnecessary advertising in mailboxes and numerous sales agents. The functionality of the concierge depends on the class of the house and the decision of the owners, who claim what will be the duties of the employee, because they will have to bear the costs of paying for his services.

In luxury houses, a concierge can be an assistant, assistant, doorman and majordomo; in comfort class houses, he can be responsible not only for the cleanliness of the entrances and access control, but also, for example, accepting letters for residents and ordering a taxi.

But still, the majority of houses in Russia are ordinary high-rise buildings of old construction or new buildings, and in some of them residents also decided to pay for the services of concierges. They are not included in the list of requirements for the proper maintenance of common property of owners, therefore the management company or homeowners association cannot impose them on residents.

But if the owners of the OSS still come to the conclusion that a concierge is needed, then they should determine the work schedule and job responsibilities of such an employee, that is, why they hire a concierge. The cost of such services will depend on the list of responsibilities.

The work schedule depends on whether the owners can provide the concierge with a separate room for a comfortable stay with all amenities. If so, then the schedule may well be around the clock. In this case, you will have to hire several people to replace each other.

But more often there are cases when the concierge works in the house only during the day, and he does not need a place to live, only the so-called “duty room”.

The concierge is hired both by the owners themselves, having concluded an employment contract, and by the management company/homeowners association on behalf of the residents of the building. In this case, the concierge can be either a resident of the house, for example, of retirement age, or a specially invited employee from the agency.

Before this, the owners must determine the requirements for the person who will take the position of concierge: age, experience in such work, citizenship, even the level of knowledge of the Russian language, because the concierge will have to communicate a lot with the residents of the house and their guests. Politeness, sociability and a friendly attitude towards people are also important.

The responsibilities of a concierge, like any other employee, must be enshrined in his job description. This document records all the requirements for the position, as well as a list of what the concierge must do while at work, and for which he is responsible. The list of concierge functions for each home will be different; we have tried to collect the most complete list of them. The main requirements for all concierges are to know by sight all residents of the entrance, house, and also to be polite and correct.

Also, such an employee must:

Be on duty in the lobby/hall/entrance of the house and maintain order there.
Maintain order in the concierge room (if available and in use).
Restrict access to the house/entrance of unauthorized persons.
Allow residents and visitors into the house.
Register visitors using identification documents, indicate the time of arrival and departure, and the number of the apartment to which they are going.
Receive correspondence for residents of the building. Store keys to technical rooms, attics, and basements of the house in case of accidents, emergencies, the need for urgent access to utility networks and general property of the house.
Monitor the presence of locks on the common and technical areas of the house, the integrity of doors and windows in the entrance.
Call utility services to repair and replace damaged locks, doors, windows in case of accidents.
Check the IDs of utility workers, provide access to the accident site, and monitor the progress of work.
Monitor the operation of the elevator and prevent it from being overloaded when transporting furniture and luggage.
Call elevator specialists in case they get stuck or broken, prevent children from playing in elevators and cases of vandalism.
Prevent household utility accidents and crimes.
Inform law enforcement agencies about the occurrence of an administrative or criminal offense or hooliganism.
Keep a log of wishes and suggestions, complaints from residents of the house, and transfer them to the management authority/homeowners association.
Bring to the attention of the residents of the building information from the management organization/HOA/housing complex.

The list of concierge job responsibilities may be shorter or expanded. In some houses, residents trust their concierge so much that they leave him the keys to the apartment during their absence: water the flowers, walk the dog, eliminate an accident if one happens while the owners are not at home.

The concierge, in addition to his duties, must also have sufficiently broad rights to carry them out. For example, it would be good to give the employee a list of contacts of all owners and tenants of the premises in the entrance/house in case they need to be contacted urgently. He will also need a house plan in his work, which will indicate the location of the rooms in it.

To properly perform his job duties, the concierge may have to be granted the following rights:

Do not let suspicious persons through without the consent of the residents of the house.
Receive information from residents about who has the right to enter the entrance without hindrance, for example, relatives/friends/nanny.
Require visitors to provide identification documents.
Prevent the removal of any property from the house by third parties, unless residents have been warned about this.
Require work/living space equipment to perform job duties.
Submit proposals for improvement in the organization of the concierge’s work for residents’ consideration.

In addition to the rights and responsibilities, we recommend adding a chapter to the concierge’s job description about the prohibitions that apply to such employees. So, the concierge cannot:

start work under the influence of alcohol or drugs, use alcohol or drugs in the workplace;
violate the law on personal data and transfer information about the residents of the house to third parties;
quarrel with residents of the house and behave rudely/aggressively;
leave office without good reason or without warning.

At the same time, the job description should also include a clause stating that the concierge is not responsible for the safety of property inside the owners’ premises, as well as cars parked in the yard.

The decision that a concierge service is needed in an apartment building can only be made by the owners of the premises at a general meeting. A management organization or HOA can submit such a proposal to the OSS, having proven that the concierge will improve the living conditions in the house, become an assistant in the proper maintenance of the common property of the house, preventing vandalism and promptly recording breakdowns and accidents.

In order for a concierge service to begin operating in a building, a general meeting must be held at which the owners approve such an additional service, as well as:

determine the list of responsibilities of the concierge;
his work schedule;
cost of concierge services and source of financing;
entrust the conclusion of the agreement to the management company/homeowners association/authorized owner/chairman of the MKD Council.

All these issues are resolved by a simple majority of votes: 50% + 1 vote of the number of votes of the owners who took part in the voting (Part 1 of Article 46 of the Housing Code of the Russian Federation). If the house is managed by a management company, then the owners must also vote to include concierge services in the list of works and services in the management agreement. After this, the MA has the legal right to include a fee for concierge services in the payment documents.

Source: RosKvartal® - Internet service No. 1 for management organizations https://roskvartal.ru/soderzhanie-mkd/10588/ob-uslugah-konserzha-i-ego-funkcionale-v-mnogokvartirnom-dome

Working hours and conditions.

In the foyer of a modern apartment building, a closed room with a window or an open space with a counter similar to an office reception is built. In this regard, it became possible for employees to keep a 24-hour watch. If residents of an apartment building decide to hire an employee to help keep their home clean and safe, they should plan their work schedule in advance.

Most often, a residential building provides for a 24-hour watch, so several people are hired at once, replacing each other. In this case, the work schedule for each person involves serving every other day. This option is only possible if there is an appropriate work space, as well as a toilet for the employee. Typically, the workplace is equipped with cameras overlooking the yard and parking lot, with the help of which a person monitors the situation in the local area.

History of the profession

What does the word concierge mean? It was first mentioned in the 12th century. His duties included keeping the candles and torches burning in the castle.

Over time, his work changed. At the beginning of the 20th century, an employee appeared in the Grand hotels who not only monitored the lighting fixtures, but also registered residents, greeted them, and did not allow visitors who were not clients of the hotel to pass through.

The innovation quickly became popular and concierges appeared not only in expensive hotels, but also in hotels and apartment buildings.

How is the word concierge translated? The closest definition is a gatekeeper or doorman. Its main function is to meet and register visitors.

In a residential building, it may not record the arrival and departure of residents, although sometimes it performs such a function. However, he is obliged to prevent unknown people from entering the house - not residents or utility workers.

In Europe, a concierge often lives in the house where he works and is available to his “wards” around the clock. In Russia, a building is allocated space for a gatekeeper's office, and concierges work in shifts.

List of concierge responsibilities.

Depending on the specifics of the job, the list of requirements may vary significantly. Among the most common requirements for an employee are the following:

Keeping watch in the lobby, entrance and corridor and maintaining order in the assigned territory
Passage of only residents of the house, prohibition of unauthorized persons entering the territory
Registration of all outside visitors using identification documents
Receiving mail for residents, storing keys to various rooms in the house
Calling technical services to carry out the necessary repair work
Monitoring the operation of the elevator and monitoring its correct use
Communicating incoming information from utility services to residents
Keeping a log of complaints and suggestions for improving the quality of service in the residential complex
The concierge must monitor compliance with law and order in the residential premises and report all cases of offenses to law enforcement agencies
If there is a concierge room, the employee must maintain order in it
In luxury buildings, the concierge can deliver the latest newspapers to residents and help carry things into the car or purchases into the apartment

In addition to performing these duties, the concierge must be polite, cultured and attentive to residents. These qualities will not only help the employee perform his duties, but will also allow him to establish good relationships with people.

To perform the duties of a concierge, it is necessary to vest special powers and rights

To properly perform his job duties, the concierge may have to be granted the following rights:

Do not let suspicious persons through without the consent of the residents of the house.
Receive information from residents about who has the right to enter the entrance without hindrance, for example, relatives/friends/nanny.
Require visitors to provide identification documents.
Prevent the removal of any property from the house by third parties, unless residents have been warned about this.
Require work/living space equipment to perform job duties.
Submit proposals for improvement in the organization of the concierge’s work for residents’ consideration.

In addition to the rights and responsibilities, we recommend adding a chapter to the concierge’s job description about the prohibitions that apply to such employees. So, the concierge cannot:

start work under the influence of alcohol or drugs, use alcohol or drugs in the workplace;
violate the law on personal data and transfer information about the residents of the house to third parties;
quarrel with residents of the house and behave rudely/aggressively;
leave office without good reason or without warning.

How to hire a concierge?

If you want to hire a concierge, you can do this by making a decision at a general meeting of residents. To do this, it is enough to bring the issue to the next meeting and survey the residents of the apartment building about their consent to the lease. If the majority of residents agree to hire a concierge, you will need to document the decision in writing.

Based on the protocol drawn up, the management company or HOA sets a premium in the maintenance tariff and hires an employee. The management company will enter into an employment contract with the successful applicant and will also equip the watch area. In addition, you will need to draw up a document with requirements and responsibilities for employees, establish a work schedule and wages. Drawing up an employment contract with a residential building concierge is a prerequisite.

Who is in control?

The main control over the work of the entrance attendant rests with the employer, that is, the management of the management company or HOA, but daily control can be carried out by the residents themselves, and if any violations of labor or public order are detected, immediately report them to management.

The time for repair work in an apartment building is determined by current laws. What are the standards for cleaning entrances in apartment buildings? Information here.

Who cleans the local area of an apartment building? Details in this article.

Alternative to a concierge

If it is not possible to equip a watch area, or residents at a general meeting spoke out against hiring an employee, you can consider alternative options for monitoring order in the residential complex. Among the most popular modern options are the following:

Modern smart home systems that allow you to monitor order at the entrance and in the local area. In addition to monitoring, such systems can automate all processes in the house, which will make people's lives much easier. If you choose this option, you will need to pay for the equipment, its installation and further maintenance.

A simpler option would be to install a video surveillance system, which will also help monitor order in the house. In this case, all residents of the house can have access to video cameras. And the recording is done centrally.

You can also install modern video intercoms to prevent unauthorized persons from entering the residential complex.

Refusal of services

If a gatekeeper is no longer needed, for example, the house is equipped with video cameras, how can one refuse a concierge at the entrance? Such a decision can only be made by a general house meeting by a majority vote.

If there is a need to replace an employee because he does not perform his functions properly, the issue of dismissal is resolved at a general meeting. Registration of dismissal is carried out in the usual way, stipulated by the Russian Labor Code.

A concierge in an apartment building performs many duties . It registers visitors, prevents unknown persons from entering the building, transmits important information to residents, and organizes the work of housing and communal services employees.

However, payment for concierge services comes from the pockets of the residents of the house, which is unacceptable for some of them.

Who controls the concierge's work?

To monitor the quality of performance of an employee’s duties, a job description is drawn up, which sets out the key requirements for this position. An employment contract is signed between the employer, represented by the management company, and the employee taking up the position, which also includes a list of responsibilities. The management company or HOA management subsequently monitors the employee’s activities. In addition, any resident of the house can monitor the performance of official duties during the day. For convenience, the apartment owner can ask for a sample job description.

How to organize a concierge in your home

The company that manages the house actually hires the concierge . However, this issue must be agreed upon with the residents. Moreover, the initiative of this kind itself should come from the inhabitants of the house, and the HOA only informs about this possibility.

The general meeting of residents also resolves other issues:

Gatekeeper mode - around the clock, during the day or only at night.
The list of responsibilities must be formulated absolutely precisely. Any additional work is excluded because it interferes with the performance of primary duties.
Salary – it is extremely rare that a gatekeeper’s work is paid from the local budget. Usually the salary amount is distributed among all residents. Often, some monasteries at home cannot pay it. At the same time, the decision of the general house meeting is binding on everyone. As a rule, low-income citizens are exempt from payments. In addition, the cost of maintaining a service unit includes payment for a telephone, a panic button, as well as utilities, because servicing the gatekeeper’s office requires heating, electricity, and water. The amount of the gatekeeper's salary cannot be less than the subsistence level.
Organization of the workplace - in new houses, especially with an improved layout, a workroom is provided for the concierge. Otherwise, it needs to be organized. The minimum includes a work room with a window opening and a bathroom.

The room must be equipped with a telephone, a panic button, a table, a chair and a bookcase. It is desirable to have simple household appliances, such as an electric kettle and microwave, since while on duty an employee has no right to leave his workplace.

The resolution of these issues is reflected in the relevant document, which is the basis for concluding an employment contract and developing a job description for a concierge. Labor relations between employee and employer are regulated by Art. 57 of the Labor Legislation of the Russian Federation or the Civil Code.

Responsibility

The position of a gatekeeper involves certain responsibilities:

Responsibility for poor quality of work

If an employee repeatedly violates the rules or fails to comply with the requirements specified in the job description, he can be held accountable. To do this, the contract must specify the relevant requirements and various types of liability for specific violations.

Depending on the type of violation, the employee may be subject to a warning, reprimand, or penalty in the form of a fine or wage reduction. For more serious violations, the concierge may be dismissed from his position.

Concierge service - what is it?

One of the fairly common types of modern services in the premium segment is concierge service. Historically, managers and people in general with a lot of money have always needed the help of a large number of service personnel - after all, it is impossible to do absolutely everything on their own. Stewards, butlers, adjutants - all these professions were for a long time highly sought-after specialists by those who could afford to maintain additional personnel solely to serve their personal needs and the needs of their family.

Now, with the development of information technology, the possibilities for providing such services that save people’s personal time have expanded. In turn, due to the development of the Internet and telephony, these services have become much cheaper - and now many people can actually afford them. Concierge service is one of these services, which, despite its location in the premium service segment, is in demand not only among people with high incomes, but is also gaining more and more of the market targeted at representatives of the middle class every day.

But what is this, a concierge service? Imagine that a person has a personal manager or assistant who can be entrusted with solving various household and business issues instead of wasting his time on his own. However, this assistant is located somewhere else - and can primarily solve problems that can be solved without a personal visit or contact.

For example, provide restaurant reservations, help with finding suitable goods, or order a courier to collect documents from a counterparty.

This is the whole essence of the concierge service. Companies providing such services maintain a staff of specialists working in separate call centers - so one concierge can simultaneously serve dozens of different clients - because his services are needed only occasionally, and not for the entire possible time. A fairly large staff of companies providing concierge services allows them to provide a wide range of possible services, and also make it possible to use them around the clock and solve a wide variety of issues.

Why and who might need a concierge service?

Nowadays, the concierge service has ceased to be a service available exclusively to top managers and businessmen managing large companies. Moreover, such people now prefer to use personal assistants, whom they can support a whole staff of. Concierge service is now primarily aimed at representatives of the middle class of society, who can already afford to incur additional expenses to ensure a comfortable life and in order to reduce the cost of their personal time, but do not want or cannot maintain a permanent staff of service personnel, or simply do not need in him.

Therefore, now the most common users of concierge services are people who:

They travel often.
For travelers, the concierge service provides an extremely wide range of various services. Finding hotels, restaurants and guides, making recommendations, or even selecting and booking a tour - this is all within the competence of most concierge services. At the same time, such services are useful both for people engaged in business with frequent movements, and for those who want to have a good and pleasant vacation.
They work in irregular mode. People living in the modern active pace of life do not always have enough time to thoroughly and thoughtfully solve even the simplest everyday issues. And they can be entrusted to a specialist - he can choose and order a gift for a friend or colleague, call a taxi or courier.
They want to receive a stable quality of services and purchase quality goods. The acquisition of various goods and services now increasingly requires the presence of at least minimal competence - with the help of concierge services, you can easily explain only what is needed, and the employees of such a service will independently search for services and goods that may not have the most the best combination of price and quality, but will certainly have the necessary characteristics and will not cause inconvenience during use.
They strive to provide themselves with comfort and emphasize their status . For some people, using the services of a concierge service is by no means a necessity of life, but only a trifle that can slightly improve the quality of life, but the main thing is to emphasize one’s status and wealth. Therefore, many companies operating in this area also offer additional benefits that are aimed specifically at the opportunity to emphasize their status.
They want to optimize costs. Many companies, especially those working in the field of foreign concierge services, offer a huge number of additional benefits, which can ultimately lead to the fact that using the services of a personal assistant will reduce costs rather than increase. For example, these could be discounts on hotel accommodations or vouchers for restaurants, special prices on air tickets and tourist tours and many other additional benefits.
They want to receive special service. In many ways, the advantages of a concierge service lie in the fact that it provides the opportunity to receive a wide range of related premium services. Mandatory transfer from the airport, access to closed VIP areas in various establishments, skip-the-line boarding of a vehicle - all these are extremely common offers.

Who provides concierge service

Nowadays, concierge services are usually provided by a wide variety of companies. These can be either companies specializing specifically in services of a similar nature and performing only them, or companies with a wider range of specialization. For example, concierge service is now offered by many consulting companies as one of the additional options for clients. In addition, the offering of such services among banking organizations is becoming increasingly common.

In general, working in the field of concierge service requires the presence of your own call center, stable Internet access, as well as active workers with flexible thinking - a simple employee of a typical call center answering from a script will not be able to work in a concierge service. It is necessary that people responsible for customer service have good competencies, at a minimum, in finding the necessary information.

In addition, more professional concierge services also employ translators and people who are knowledgeable in certain areas of life. First of all, this concerns specialists in the field of jurisprudence - the provision of legal advice and consultations on banking and utility issues is quite common among various companies working in the field of concierge services.