Question 1

What is the difference between concierge security and regular security guards?

Accepted Answer

Concierge security combines traditional security duties with customer service responsibilities. While regular security guards focus primarily on surveillance and incident response, concierge security personnel manage visitor access, provide assistance to residents/tenants, handle deliveries, and maintain a professional, welcoming presence. Under the Security Services Industry Award 2020 (MA000016), both roles are covered but may have different classification levels based on duties.

Question 2

What award covers concierge security officers in Australia?

Accepted Answer

Concierge security officers are covered by the Security Services Industry Award 2020 (MA000016). This award sets minimum pay rates, penalty rates and conditions for employees working in the security industry including static security, mobile patrols, and concierge security roles. Always verify which award applies to your specific security business.

Question 3

What classification level should I use for a concierge security officer?

Accepted Answer

Under the Security Services Industry Award 2020, concierge security officers are typically classified at Security Employee Level 2 or Level 3, depending on their responsibilities and the level of customer service required. Higher levels may apply for senior concierge roles or those with supervisory responsibilities. See our Security Services Award rates guide for current classifications.

Question 4

Should I include pay rates in a concierge security job description?

Accepted Answer

While not legally required, including indicative pay rates helps attract suitable candidates and sets clear expectations. You can reference the applicable award rate or use phrases like 'Award rates plus penalties' or 'Competitive rates based on experience.' Check the Security Services Industry Award 2020 for current rates.

Question 5

What qualifications do concierge security officers need?

Accepted Answer

Concierge security officers must hold a current security licence (Class 1A or 2A) issued by the relevant state or territory authority. A national police check is mandatory. First Aid certification is highly preferred. Customer service experience is valuable given the dual nature of the role combining security and hospitality. Use HR software to track licence expiry dates and certifications.

Question 6

Do concierge security officers need special training?

Accepted Answer

Beyond the mandatory Certificate II in Security Operations required for licensing, concierge security officers benefit from training in customer service, conflict resolution, and communication skills. Training in access control systems, intercom operation, and building management systems is often provided on the job. Some employers also value hospitality or reception experience.

Question 7

What experience should I look for in a concierge security officer?

Accepted Answer

Look for candidates with security licensing plus customer service experience. Ideal candidates have worked in hospitality, reception, or similar public-facing roles. Experience in residential or corporate building security is highly valued. Strong communication skills, professional presentation, and the ability to balance security protocols with customer service are essential.

Question 8

Can I hire concierge security officers without customer service experience?

Accepted Answer

While customer service skills can be developed, the concierge security role heavily emphasizes public interaction and service delivery. Candidates with security experience but limited customer service background may require additional training. Consider their communication skills, presentation, and willingness to engage with residents and visitors during the selection process.

Question 9

Should I hire casual or permanent concierge security officers?

Accepted Answer

This depends on your client contracts and service model. Permanent staff provide consistency and build relationships with residents/tenants, which is valuable in concierge roles. Casuals offer flexibility for covering leave and irregular shifts. Many security companies use a mix of both. See our guide on casual vs permanent employment trends.

Question 10

What penalty rates apply to concierge security officers?

Accepted Answer

Penalty rates under the Security Services Industry Award 2020 apply for: Saturdays, Sundays, public holidays, and night shifts. Concierge security often involves shift work including evenings and weekends, so penalty rates are common. Use award interpretation software to calculate rates accurately.

Question 11

What are the minimum shift lengths for concierge security officers?

Accepted Answer

Under the Security Services Industry Award 2020, minimum engagement periods apply — typically 4 hours for casual employees. However, concierge security shifts are often 8-12 hours to provide continuous coverage at building entry points. Check the award for specific requirements.

Question 12

What should I include in a concierge security employment contract?

Accepted Answer

Key elements include: position title and classification level, employment type (casual/part-time/full-time), hourly rate, applicable award, reporting structure, main duties, work location and site, shift patterns and hours, uniform and presentation standards, security licence requirements, and any site-specific protocols. Use our digital employment contracts to simplify this process.

Question 13

How far in advance must I provide rosters to concierge security officers?

Accepted Answer

Under the Security Services Industry Award 2020, rosters must be provided with reasonable notice. For part-time employees, at least 7 days advance notice is standard. Changes within this period require employee agreement. Using rostering software helps support compliance and gives staff visibility of their upcoming shifts.

Question 14

Can I require concierge security officers to work multiple sites?

Accepted Answer

While concierge security officers typically work at a fixed location (building lobby or reception), multi-site work is possible. However, the nature of concierge work emphasizes building relationships and site familiarity, so dedicated site allocation is common. If multi-site work is required, clearly communicate this in the job description and ensure proper handover procedures.

Question 15

What breaks are concierge security officers entitled to?

Accepted Answer

Under the Security Services Industry Award 2020, employees are entitled to meal breaks and rest breaks based on shift length. For 8-hour shifts, a 30-minute unpaid meal break and two paid 10-minute rest breaks typically apply. For concierge security at unmanned posts, break relief must be arranged. Use break planning tools to manage breaks effectively.

Question 16

How do I schedule concierge security officers efficiently?

Accepted Answer

Concierge security requires continuous coverage during building operating hours. Schedule based on peak activity times (morning arrivals, evening departures), consider 24/7 coverage for residential buildings, and ensure adequate handover between shifts. Use rostering software to manage shift coverage and maintain consistent service levels.

Concierge security job description