Lead Security Officer / Concierge

Job description

Titan Security is built on serving our clients and building careers – just like yours. We are trusted by some of the most well-known companies and properties in the country while remaining dedicated to building personalized security solutions that solve the needs of every customer we support. Named as a nationally recognized Top Workplace in 2024 and 2025 by USA Today, Titan's customized approach to security services will provide you with the opportunity to learn, grow and succeed. Our core values of being Unified, Transparent, Innovative, Committed and Accountable help us in providing unparalleled service and support in all that we do. If you are looking for a meaningful career, a culture of excellence, and the ability to make a difference, we want to talk to you! 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. ## Key Responsibilities ### Service Leadership & Staff Development - 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. ### Residential Security & Access Control - 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. ### Operations, Administration & Incident Response - 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. ## Qualifications - **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. ## Compensation & Total Rewards - **Competitive Pay:** $23.35 per hour - **Comprehensive Healthcare:** High-quality Medical Insurance through Union Health Services. - **Generous Paid Time Off:** Accrued PTO and paid holiday coverage to support your work-life balance. - **Career Growth & Advancement:** Clear pathways for professional promotion and leadership development from within. - **Skills-Enhancing Training:** Continuous paid training programs designed to sharpen your expertise and elevate your industry skills. EOE/M/F/D/V #HP