Run a concierge shift and respond to an access incident

What is going on

You are rostered on the Riverbend Towers concierge desk from 2:00 pm to 10:00 pm on Saturday, taking over from Kai Tanaka. The basement roller door is still faulty and tailgating has been recorded on every patrol this week. A short-term letting guest argued with the concierge on Thursday about fob access and said he would be back. During your shift a contractor arrives to work in a lot without a booking, a resident reports a person sleeping in the level 2 car park stairwell, and at 8:40 pm the same guest returns, refuses to sign the visitor register and becomes agitated when told he cannot be admitted without the lot owner's authority. The site plan and the incident procedure set out what you must do.

Your brief

Take the handover, run the desk to the site plan and the access rules, manage each event lawfully and safely with de-escalation first, keep the visitor register and the log accurate, and complete an incident report for the events that require one before you hand over.

Work through it

You do not need to do it all. Doing a few of these will show you what the work is like. Your ticks and notes stay on this device.

• Read the Site Security and Emergency Management Plan for Riverbend Towers and the Security Incident Response and Reporting Procedure and list the access rules, the escalation steps and what must be logged.
• Take the handover from Kai Tanaka, review the log entries for the week including the roller door hazard and the Thursday incident, and record the handover in the Incident, Hazard and Security Log.
• Handle the unbooked contractor by checking authority with the lot owner or managing agent, applying the sign-in and temporary fob rules and recording the decision.
• Respond to the report of a person in the stairwell by assessing risk, requesting the patrol or a second officer rather than attending alone, and calling emergency services if the person needs help.
• Manage the returning guest using communication and de-escalation, apply the access rules consistently, do not leave the desk to confront him alone, and call the patrol or police under the procedure if he will not leave.
• Complete an incident report on the form for the guest event and the stairwell event, factual and in time order, note the CCTV to retain and log both in the register before the end of the shift.
• Prepare the handover note for the night patrol including the roller door status and any follow-up, and record the concierge post on the job board as completed.

What someone in this role would produce

• Handover record and shift log entries
• Visitor register entries for the shift
• Completed incident reports for the guest and stairwell events
• Handover note for the night patrol