Lead Security Officer / Concierge

We are seeking a high-caliber, guest-focused Lead Security Officer / Concierge to serve as the vital link between property management and our on-site resident service team at a premier luxury high-rise residential complex on Chicago's lakefront. Leading by example, this position is responsible for supervising daily door staff operations, managing resident and guest services, ensuring property safety, and delivering five-star customer service across a modern multi-tower residential community.

• Supervise the day-to-day operations of the concierge, door staff, and customer service desks while working an assigned post.

• Participate in hiring, onboarding, site-specific training, coaching, and ongoing performance management of the resident service team.

• Build, improve, and maintain strong, collaborative relationships with property management, residents, and site personnel.

• Foster a positive and respectful work culture while delivering continuous, skills-enhancing training on customer service standards and emergency response.

• Manage front desk access control systems, visitor/guest registration, vendor sign-ins, and delivery notifications.

• Monitor property CCTV feeds, keycard access systems, and amenity spaces—including fitness centers, outdoor pools, and private club retreats.

• Enforce building rules, safety policies, and post orders while ensuring resident privacy and high-end community standards.

• Conduct routine foot patrols of interior corridors, amenity spaces, parking areas, and exterior grounds under all weather conditions.

• Reconcile and review daily shift logs, visitor records, patrol information, and incident reports prior to submitting them to leadership.

• Assist in updating and maintaining site operational procedures and emergency post orders for immediate reference.

• Handle escalated security issues, emergency calls, and resident concerns with professionalism and sound judgment.

• Notify, assist, and direct external emergency personnel or property engineers during life-safety incidents.

• Experience: Minimum 2 years of supervisory or team lead experience in security, high-end hospitality, or luxury residential concierge services.

• Education & Licensing: High School Diploma or GED required; ability to obtain and maintain a valid state security license (PERC).

• Customer Service Skills: Exceptional English written, verbal, and interpersonal communication skills (bilingual is a plus); strong conflict de-escalation and guest relations capabilities.

• Technical Abilities: Proficient in MS Office (Excel, Word), incident-logging software, visitor management systems, and workforce management/scheduling platforms.

• Physical Requirements: Ability to stand and sit for extended periods; perform indoor/outdoor foot patrols in varying weather conditions; climb stairs; and lift, push, or pull up to 50 lbs.

• Background Checks: Must pass a pre-employment drug screen and criminal background check. Must maintain a working, reliable contact telephone number.