Residential Concierge and Lobby Security Operations Online

Residential Concierge and Lobby Security Operations

Six modules · five hours · online and self-paced

Course Overview

Corporate front of house and residential concierge look like the same job. They are not, and the difference comes down to one thing: you cannot refuse a resident entry to their own home.

In an office you can decline someone. In a residential building the person shouting at your desk has a right of occupation, lives forty feet above you, and will collect their post from you tomorrow morning. So your authority works differently, your relationships last years rather than minutes, and almost every problem has to be solved rather than removed.

Residential concierge training covers the job as it actually works, in apartment buildings, build-to-rent schemes, private estates and mixed-use developments.

What You Will Learn

The Parcel Problem

Nothing takes more of a concierge’s day than deliveries, and few managing agents have thought it through properly.

When you accept a parcel on a resident’s behalf, the building has taken on something: storage, security, proof of collection, and a dispute when one goes missing. Volume in a build-to-rent scheme can run to hundreds a week.

The course covers running it as a system, logging, storage, collection records and what to do when a resident says theirs never arrived, because “we take parcels as a courtesy” stops being a defence the first time one is worth £900.

Fire Procedures in a Residential Block

Since Grenfell, fire safety in multi-occupied residential buildings has become the most closely examined subject in UK property management, and the Fire Safety (England) Regulations 2022 placed specific duties on responsible persons.

The concierge is at the centre of it in practice. You need to know whether your building operates stay put or simultaneous evacuation, because those require opposite actions. You need to know where the secure information box is, because that is what the fire service opens on arrival. And you will be the person residents ask about a policy nobody has explained to them.

Module 5 covers what a concierge needs to understand, alongside the everyday emergencies, medical incidents, floods, lift entrapments and domestic disputes.

Who Should Take This Course

Concierge and security officers working in:

• Residential apartment buildings
• Luxury developments and private estates
• Mixed-use buildings combining retail, office and residential
• Build-to-rent and managed residential schemes
• Multi-tenant developments and FM-managed properties
• Any site where customer service and security sit in the same role

Where This Fits

This is the residential variant of front of house work. It pairs with:

• Front of House Security Roles and Responsibilities, the foundation course defining the role and its boundaries
• Key Control and Asset Security, concierge teams hold more keys than almost anyone
• Visitor Management and Access Control, sign-in and ID checking
• Suspicious Package Awareness, relevant to any desk taking deliveries

Enrol Today

£30, instant access, five hours, self-paced on any device.