Concierge job description

General information

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Not all residents approve of the concierge's work - some believe that he only watches TV and chats on the phone. And for others it is very difficult to do without him: he will inform you that the child has returned safely from school and at what time, he will be able to call technical staff to repair common equipment and show him to the apartment if the household is at work.

But no matter how anyone views his work, his main task is to control the entrance to the entrance, and, if necessary, call the police if strangers resist and try with all their might to get into the house.

But not only tracking outside visitors may be the duties of the entrance attendant; residents will be able to assign him other functions:

Maintain cleanliness and order in the entrance, back and main staircases.
Disperse dubious groups of young people if they disturb the peace of residents late at night.
Be an intermediary between the management company or the HOA and notify in a timely manner about the latest decisions.

It is not possible to organize the work of a house attendant in every entrance; small areas in Khrushchev-era buildings simply will not allow you to fence off a separate room for arranging his complex work.

In houses of later construction, such a place is already allocated by the design - usually it is located next to the front door, above which video surveillance and an intercom are installed.

Even at the stage of approaching the entrance, the concierge evaluates the people entering - for “his” he will kindly open the door, and this is especially true when his hands are full of food, inform residents about the latest news, for example, the planned shutdown of hot water or heating, and share pressing problems.

Usually, the building manager or the management of the management company comes up with a proposal to hire an employee, but only the residents themselves can decide whether they really need such a person on duty.

To do this, a general meeting is convened, where the residents make an appropriate decision, and the management company is instructed to find a suitable employee and conclude an employment contract with him.

Work organization

In order for the functions of monitoring order to be carried out in full, it makes sense to prescribe an algorithm of actions in the event of a particular violation in a job description or a separate document.

Based on it, it will be easier to evaluate work and identify inconsistencies with agreed responsibilities.

The most common cases can be recorded.

Actions of the concierge in case of violation of parking rules in the local area

It must be indicated that if an illegally parked car is detected, he is obliged to take all possible actions to identify, find the owner and inform about the need to move the car to another location.

It should also spell out what to do if it turns out that the car does not belong to the resident, and there is no way to find the driver.

Actions of the concierge in case of hooligan behavior

Describe what actions should be regarded as violations and how you should respond to them. If construction waste is left in the wrong place and there is no desire to remove it, causing damage to the playground equipment, the caretaker must call the police.

Possible scenarios described in this way will help you react quickly and correctly.

What is it regulated by?

Housing Legislation enshrined the power of the general meeting of residents in Art. 46 clause 5 - its decision is binding on all apartment owners, even if they did not take part in it.

It is this body that is the main one, by virtue of Art. 44 clause 2 of the Housing Code of the Russian Federation - property owners have the right to put to a vote a variety of issues relating to the maintenance of both one entrance and the entire house as a whole. And if a decision is made by a majority vote to hire an employee such as a concierge, all residents will be required to obey (Article 156, paragraph 7).

The labor relations themselves can be regulated by the Civil Code, the section on labor relations (contract agreement or paid provision of services) or the Labor Legislation - Art. 57.

By virtue of the Labor Code of the Russian Federation, full-fledged labor agreements are concluded with the employee with all the ensuing consequences - annual leave, monthly pay not lower than the subsistence level, compensation for days of incapacity for work.

All upcoming expenses will fall on the shoulders of the apartment owners, but in return they will receive an “all-seeing eye” that will monitor unauthorized actions of unauthorized persons.

Responsibilities of a concierge in an apartment building

The very concept and name of the profession is borrowed from the French language and literally means the work of an employee engaged in creating coziness and comfort for the residents of the house. In Europe, his field of activity includes the actual management of the house; he is even allocated a separate enclosed room with all the amenities.

Recently, our concierges have also been provided with such amenities, although they are not yet fully trusted with the management of the house.

Officials

The general provisions of the job responsibilities of a concierge in an apartment building in 2020 include subordination to the management of the housing cooperative or management company, and full compliance with the provisions of the instructions.

Working hours are set by a meeting of residents, with a shift frequency of 7 working days and 7 days off.

His main responsibilities include, according to the instructions, the following:

Getting to know the residents of the entrance, recognizing them by sight.
When communicating with residents and various regulatory authorities, show politeness and restraint in conversations and communication.
Collect and transmit administrative and legal information important to residents.
Keep a logbook in which feedback on the employee’s work and other information of interest to residents will be collected.
In the case of repair or emergency services working at the site, be present at the place of their work and monitor the quality of its execution. Check employees' credentials to ensure they correspond to their position.
Immediate response to all violations of law and order by calling the police, or when suspicious strangers appear, removal of furniture or household items by non-owners of the living space.
If residents need to transport large items, monitor the loading of elevators and prevent them from being overloaded to avoid breakdowns.
Maintain cleanliness in the halls and prevent litter from being scattered.
At the end of the shift, check the integrity of the locking devices in the basement, electrical panel, garbage disposal compartment, and attic. Record the fact that constipation is preserved in the log book.
Monitor burnt-out lighting equipment and submit requests for replacement in case of failure.
Take immediate measures in the event of alarms, fire and gas safety systems to provide residents of the entrance with all life support measures.
Help residents call technicians from the organization servicing the house in the event of a break in the sewer system, heating system, gas supply, etc., in case of serious accidents, call response services and make notes about this in the logbook.
Monitor the timely shutdown of unnecessary lighting fixtures at night.
Pass mode. Residents of the entrance can enter the house using individual magnetic keys, or via an intercom connected to the attendant.
If an outsider asks to open the door, reports that he was invited to visit, the employee must contact the owners of the apartment and clarify the information, only then let the guest through.

The concierge controls the parking:

It does not allow parking of cars that interfere with the passage of residents of the house to their place of residence, the passage of an ambulance or emergency services.
If a car is parked incorrectly, you should contact its owner, point out the violation and ensure that he places it in another parking space.

The duty officer is prohibited from:

Disclose any personal information about residents to outsiders or interested parties.
Drink alcohol or is under the influence of alcohol or drugs.
Leave the workplace without good reason.

Additionally:

The concierge does not bear any financial responsibility for the safety of personal property of residents and apartments.
Call the police if a violation of public order or petty hooliganism is detected, both by residents of the house and guests.

By decision of the meeting, the concierge can also be given other responsibilities, for example, upon request, waking up a tenant for work by persistently ringing the doorbell, etc.

Find out how heating is paid for in an apartment building. What are the responsibilities of an apartment building management company? See here.

Job responsibilities

Why do you need a concierge at the entrance in the first place? He is called the first person of the house, because it is the gatekeeper who meets and sees off the residents of the house.

The concierge is obliged to know all the inhabitants of the building by sight and also by name. Greeting residents and maintaining an atmosphere of trust and reliability is his main responsibility.

The concierge must always be neat, clean and neatly dressed, and show politeness and friendliness towards both residents and visitors. But to truly be the “first person” of the house, the employee must also perform a number of other duties.

Professional Responsibilities

There is no general job description for a gatekeeper. In each specific case, a list of duties that the employee must perform is developed.

Most often, the following requirements are imposed on the work of a concierge:

he welcomes residents and visitors, is obliged to know the inhabitants of the house and have a list of residents and their contact numbers at the workplace;
the duty officer collects and transmits to residents all administrative and legal information, including data on planned water outages, ongoing repairs, absence of a light bulb on the landing, timing of elevator repairs, the next meeting of residents, etc.;
order in the hall, entrance, and stairs is his direct responsibility. As a rule, the cleaning is carried out not by the gatekeeper himself, but by the cleaning lady, and the job of the concierge is to monitor the work. Direct cleaning is also allowed if this is stipulated in the contract;
the concierge's job description may include taking care of the green area: front gardens, children's playground, lawn in front of the entrance;
The keys to the technical rooms are kept by the gatekeeper. In some cases, he has spare keys to apartments;
the duty officer in the lobby prevents unknown persons from entering the house. If the latter do not pay attention to the words and try to do this by force, the concierge must immediately call the law enforcement forces;
The gatekeeper allows visitors into the house, but only after the consent of the resident to whom the visitors are sent. In this case, the concierge has the right to demand identification documents of the visitor. To prevent this kind of situation from causing inconvenience, the duty officer has the right to demand from the resident a list of visitors who should be allowed through without hindrance;
Registration of visitors with information about their passport or driver's license, as well as the time of visit, is the usual responsibility of the concierge. In some cases, he must also register the arrival and departure of the building's occupants, if this is a condition of the contract;
The details of public utility workers must be recorded – full name, identity document, purpose of visit. Moreover, the concierge is most often the person who interacts with housing and communal services in order to save residents from unnecessary hassle;
When carrying out repair or planned restoration work in a building outside the apartments, the duty officer must be present. It is necessary to register all employees involved in the work;
When transporting large items by elevator, the concierge prevents overloading the elevator and damaging the finish. If there is garbage left after transportation, the residents themselves are responsible for removing it;
as in the 12th century, the concierge ensures that lighting fixtures are turned off in a timely manner at night and turned on in the evening and morning. He also submits applications for replacement of burnt out or broken light bulbs;
removal of any items or equipment is permitted only after it has been agreed upon with the apartment residents, at least by telephone. At the same time, the duty officer enters the employees’ data into the registration book;
If any offense is detected - entry into the house without permission, a fight, suspicious loud noises in the apartment, the concierge will immediately contact the police. The fact of the offense is recorded in the journal. This data, together with a record of visitors, will help you quickly understand what happened;
If an alarm goes off or a fire alarm is declared, the lobby attendant calls the appropriate service and takes all possible measures to evacuate people from the building.

The contract may require the duty officer to sort and transmit mail. However, this requirement is not standard.

It is not specified in the employment agreement, but is an indispensable requirement: to be at the workplace only in a sober state and not to leave it without a good reason.

Professional responsibilities also include shift handover procedures . Before leaving, the concierge checks the integrity of the locks on the technical premises and hands over the keys to them. He also conveys to the replacement information that the residents should be familiarized with.

Personal functions

Who is a concierge in a modern residential building? Not only an employee who keeps order in the hall and does not allow unwanted visitors, but also a person who has a lot of information of a more personal nature about his “wards”.

Often the decision of a meeting of residents gives the gatekeeper other duties of a more personal nature:

the duty officer, if this does not interfere with his main duties, can call a taxi, book a table in a restaurant, organize the delivery of flowers or groceries;
the concierge can be entrusted with walking the dog, watching children on the playground, or even playing the role of “alarm clock” - calling back a tenant who is not sure that he will wake up on his own, or waking him up with a loud knock on the door;
Sometimes the gatekeeper is also charged with business functions, for example, finding some information, typing a text, answering a phone call.

Personal functions, as well as professional ones, are indicated in the employment contract. It is necessary to pay more and by how much, the general meeting of the tenant decides.

How to hire?

The organization that manages the house can hire a suitable person: an advertisement for an available vacant position is submitted. It can indicate approximate wages and working hours, but all details are first discussed by the residents of the house at a meeting.

At the general meeting of apartment owners, it is necessary to resolve the following range of issues:

How many hours will the employee be on duty: full day, during the day or only at night?
What salary can you assign him? This issue should be resolved with preliminary calculations, since according to the law, the salary cannot be less than the minimum wage rate.
Define a clear range of his responsibilities.
Cases for resolving disputes regarding termination of an agreement.

To save on concierge wages, you can install video cameras above all entrances, and transmit the image to one monitor, where there will be 1 employee keeping order.

After a suitable person has been found and he agrees to work under the proposed conditions, employment agreements are concluded with him, an agreement is signed for the provision of paid services or standard legal relations under the Labor Code of the Russian Federation.

Salary

The final amount of the concierge's salary must be set by the apartment owners themselves, but it cannot be lower than the subsistence level.

By Government Decree of September 19. In 2020, the minimum wage increases by 1,674 rubles, therefore, from 01.05.2020 it will be 9,489 rubles. around the country.

But regional authorities can set their own wage rates, for example, in the Central Federal District this figure is 11,163 rubles.

But it’s unlikely that anyone will agree to work for a whole month for that kind of money, so to stimulate the hiring of a door person, management may offer other salary rates.

In order to bring to the attention of each apartment owner, if for some reason he was not at the meeting, what salary will be paid to the concierge, there should be an announcement in each entrance about the assigned rate with an explanation.

What rights?

For the proper performance of the duties assigned to the concierge, he is given the right to:

Requirements from the management of the management company to equip his workplace with office supplies, household appliances (electric kettle, heater, etc.), working office equipment - arrangement of an alarm button, landline telephone, intercom, arrangement of the place of work in accordance with sanitary requirements.
Obtaining information about all owners of an apartment building, according to registration or lease agreements.
The right to check the personal documents of unauthorized persons entering the house.

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I. General provisions

A person with professional training is appointed to the position of concierge, without any work experience requirements.
Appointment to the position of concierge and dismissal from it are made by order of the director of the organization.
The concierge must know:
Rules for service in hotels and other accommodation facilities
Foreign language taking into account the characteristics of regular customers of a hotel complex or other accommodation facilities
Methods for ensuring loyalty of guests of hotels and other accommodation facilities
Fundamentals of ethics, etiquette and psychology of serving guests in hotels and other accommodation facilities
Occupational safety requirements
Basics of health, sanitation and hygiene
Anti-terrorism and guest safety rules
_____________________________________________________________________
The concierge reports directly to ______________________________
During the absence of the concierge (vacation, illness, etc.), his duties are performed by a person appointed in the prescribed manner. This person acquires the corresponding rights and is responsible for their proper execution.
________________________________________________________________

II. Job responsibilities

The responsibilities of the concierge include:

Providing information to guests about the hotel complex or other accommodation facility, the locality in which the hotel complex or other accommodation facility is located:
Informing guests about the city (town) in which the hotel complex or other accommodation facility is located
Receiving correspondence for guests and delivering it to the addressee
Assistance in conducting familiarization tours of a hotel complex or other accommodation facility for interested parties
Fulfilling guest requests for services of a hotel complex or other accommodation facility and the locality in which it is located:
Assistance in obtaining services for booking airline and train tickets, tickets to theaters, music and entertainment events, museums, car rentals, taxis, information on public transport, office services, services of shops, restaurants, bars, medical institutions and other services provided by organizations in the city (locality) in which the hotel complex or other accommodation facility is located
Preparing reports on your work per shift

III. Rights

The concierge has the right:

Request and receive the necessary information, as well as materials and documents related to issues of their activities.
Improve your qualifications, undergo retraining (retraining)
Take part in the discussion of issues included in his functional responsibilities.
Make suggestions and comments on how to improve activities in the assigned area of work.
Require the management of the organization to provide assistance, including ensuring organizational and technical conditions and execution of the established documents necessary for the performance of official duties.
___________________________________________________________

IV. Responsibility

The concierge is responsible for:

For improper performance or failure to fulfill one’s job duties as provided for in this job description - within the limits determined by the current labor legislation of the Russian Federation.
For offenses committed in the course of carrying out their activities - within the limits determined by the current administrative, criminal and civil legislation of the Russian Federation.
For causing material damage - within the limits determined by the current labor and civil legislation of the Russian Federation.
____________________________________________________________________

This job description has been developed in accordance with the provisions (requirements) of the Labor Code of the Russian Federation dated December 30, 2001 No. 197 FZ (Labor Code of the Russian Federation) (with amendments and additions), the professional standard “Reception and Accommodation Worker” approved by order of the Ministry of Labor and social protection of the Russian Federation dated September 5, 2020 No. 659n and other regulations governing labor relations.

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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.

Who controls the concierge's work?

The duty officer is hired by the organization servicing the house. Both parties sign an agreement that sets out the rights and obligations of the employee and the employer. A job description (hereinafter referred to as DI) is developed for the concierge, which, among other things, provides for a system of fines and other sanctions for improper performance of duties. The main control over the activities of the “guard” is assigned to the management company. But people living in the entrance can also monitor how the duty officer carries out the instructions on a daily basis.

Responsibility

Finding a worthy person for this position can sometimes be very difficult, because not everyone, due to their character or lifestyle, is able to find a common language with all the residents of the house.

A responsible and reliable concierge will ensure proper order, will be able to tell current news, you can ask him to receive a registered letter or parcel, or give something to a neighbor if they can’t meet. You can entrust flowers to an employee during your vacation; he will take care of them and they will not die. He will be the first to detect smoke and call firefighters or emergency services if the heating or sewer system breaks when residents are not at home.

In addition, he will not allow distributors of advertising posts and traders, who fill large cities in their thousands, into the entrance, and mailboxes will not be overflowing with them.

And he will always let postal workers, medical staff and utility workers in, and this is a great responsibility to all residents of the apartment building.