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Key Responsibilities and Required Skills for Doorman

💰 $ - $

HospitalitySecurityResidential ServicesCustomer ServiceBuilding Operations

🎯 Role Definition

A Doorman is the first point of contact for residents, guests and visitors at residential buildings, hotels and upscale commercial properties. This role combines hospitality, safety and access control responsibilities: greeting and assisting guests, monitoring entrances and exits, enforcing building access policies, coordinating deliveries and taxis, and responding to emergencies. The ideal candidate is professional, observant, physically able, and skilled in de-escalation and guest service.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Security Guard / Access Control Officer
  • Concierge / Lobby Attendant
  • Bellhop / Porter

Advancement To:

  • Lead Doorman / Senior Lobby Attendant
  • Lobby Supervisor / Concierge Supervisor
  • Security Supervisor or Assistant Building Manager
  • Resident Services Manager / Building Operations Manager

Lateral Moves:

  • Front Desk Receptionist / Concierge
  • Valet Supervisor
  • Guest Services Representative

Core Responsibilities

Primary Functions

  • Welcome and professionally greet residents, guests and visitors on arrival; open doors, escort older or mobility-impaired guests as needed, and provide a courteous first impression that reflects the property’s brand and standards.
  • Monitor and control entry and exit points by verifying identities, checking access credentials, and logging visitor information in accordance with building policies and privacy regulations.
  • Operate and monitor electronic access control systems and CCTV to detect suspicious activity, respond to alarms, and escalate security incidents to management or emergency services when required.
  • Coordinate and manage deliveries and courier services: receive packages, sign for deliveries, log parcel details in the property’s tracking system, and notify residents promptly while following chain-of-custody and loss-prevention procedures.
  • Provide concierge-level guest services such as hailing taxis and ride-share vehicles, arranging porter or bellhop assistance, providing local directions and information about building amenities and neighborhood services.
  • Maintain a visible and approachable presence in the lobby, proactively engaging with residents to build rapport, respond to requests, and identify maintenance or security issues for follow-up.
  • Enforce building policies and house rules professionally, including noise, visitor limits and smoking restrictions; apply conflict-resolution techniques to de-escalate disputes and, when necessary, involve management or law enforcement.
  • Conduct routine perimeter and lobby checks, reporting hazards (broken lighting, unlocked doors, spills) and coordinating with maintenance or facilities teams to ensure immediate remediation and occupant safety.
  • Maintain accurate, timely incident and shift reports including visitor logs, unusual occurrences, lost-and-found items, and handover notes for incoming shifts to ensure continuity and accountability.
  • Assist residents with luggage, groceries or large items in a safe manner; coordinate use of service elevators and ensure freight/service protocols are followed to protect property and occupants.
  • Communicate clearly and professionally with building management, security teams and external vendors to coordinate special deliveries, move-ins/move-outs and building events while minimizing disruption.
  • Respond to medical emergencies and safety incidents by administering basic first aid or CPR when certified, coordinating with EMS, and documenting actions taken until medical professionals arrive.
  • Manage lobby appearance and safety: monitor cleanliness, remove hazards, arrange seating, and ensure that signage and access routes comply with fire and building codes.
  • Supervise and train junior lobby staff or relief doormen during busy shifts or special events, demonstrating best practices for guest interaction, emergency response and security protocol.
  • Support lost-and-found procedures by cataloging items, securing property, locating owners, and maintaining chain-of-custody records to reduce liability.
  • Serve as a point person for building move-ins and move-outs: schedule elevator reservations, monitor access control, verify movers’ credentials, and enforce building move policies to protect common areas and resident privacy.
  • Perform crowd-control and guest-flow management during high-traffic periods or property events, working closely with event staff and security to maintain order and an excellent guest experience.
  • Execute key and badge control procedures including logging issuance and returns, ensuring secure storage, and reporting missing or compromised credentials immediately to management.
  • Carry out routine equipment checks (radios, flashlights, access terminals) and submit maintenance requests for malfunctioning devices to maintain operational readiness.
  • Maintain discretion and confidentiality when handling resident information, packages or sensitive incidents, adhering to privacy guidelines and professional standards.
  • Assist with basic administrative duties such as answering phone calls, scheduling services (cleaning, repairs), and processing vendor check-ins to support smooth building operations.
  • Follow established safety protocols during inclement weather, implementing snow/ice mitigation, assisting with umbrella or rain protection, and ensuring safe egress for occupants.
  • Participate in safety drills and training sessions (fire evacuation, active assailant, emergency lock-down) and ensure residents and guests receive clear instructions during drills or actual emergencies.
  • Provide multilingual assistance where required; use translation tools or contact multilingual staff to support non-English speaking residents and visitors and improve service quality.
  • Maintain professional appearance and demeanor consistent with the property’s standards, ensuring uniform and grooming policies are met at all times.

Secondary Functions

  • Support front-desk and concierge staff during peak times or staff shortages by handling basic check-ins, answering resident inquiries, and coordinating service requests.
  • Coordinate with third-party vendors (maintenance, cleaners, landscapers) for scheduled access, ensuring credentials are verified and work is completed with minimal disruption to residents.
  • Assist in preparing the lobby and entryway for seasonal decorations or special events while ensuring decorations meet safety and fire codes.
  • Maintain an up-to-date knowledge base of local transportation, dining, and service providers to deliver timely recommendations to guests and residents.
  • Participate in community outreach and resident engagement initiatives, such as welcome orientations for new residents and onsite community events.
  • Track and reconcile petty cash or small cash collections when required (e.g., guest gratuities for porters), following company cash-handling policies.
  • Provide observational input for building safety audits by documenting common access issues, unauthorized entries and opportunities for security improvements.
  • Facilitate communication between residents and property management for non-urgent maintenance requests and follow up to ensure resident satisfaction.
  • Assist in inventory control for lobby supplies, keys and publications (building directories, emergency procedure handouts) to ensure resources are current and available.
  • Support special requests from residents (flower deliveries, pet-related needs, senior assistance) within the scope of the doorman role and property policy.

Required Skills & Competencies

Hard Skills (Technical)

  • Proficient operation of access control systems, keycard/badge readers and visitor-management software (digital sign-in/logs).
  • Competence in CCTV monitoring, basic camera operation and the ability to quickly spot and report suspicious behavior on video systems.
  • First Aid and CPR certification (preferred) with demonstrated ability to assist in medical emergencies until EMS arrives.
  • Familiarity with fire safety systems and emergency egress procedures; experience following and enforcing evacuation protocols.
  • Strong log-keeping and report-writing skills; ability to produce clear shift reports, incident logs and lost-and-found records.
  • Basic radio operation and communication protocol for team coordination during incidents and shift handovers.
  • Working knowledge of building access procedures for move-ins/move-outs and vendor management, including elevator reservation systems.
  • Ability to operate standard office software (email, scheduling tools, property-management systems) for communication and reporting.
  • Physical ability to safely lift and move luggage or packages within company weight limits, and to stand for extended periods.
  • Multilingual abilities (Spanish, French, Mandarin, Portuguese, etc.) preferred in diverse residential or hospitality settings.

Soft Skills

  • Exceptional customer service orientation with a polished, professional demeanor and the ability to anticipate resident/guest needs.
  • Strong verbal communication and listening skills for clear directions, de-escalation and effective coordination with team members.
  • High level of situational awareness and observational acuity to detect hazards, unauthorized access or unusual behavior.
  • Excellent conflict-resolution and de-escalation skills to handle disputes calmly and professionally.
  • Sound judgment and decision-making under pressure; ability to prioritize safety and escalate issues appropriately.
  • Discretion and respect for resident privacy and confidential information.
  • Reliability and punctuality with strong time-management skills to ensure consistent coverage and shift accountability.
  • Team player attitude with the ability to collaborate across concierge, security and facilities teams.
  • Adaptability to changing schedules, weather conditions and event-driven peak demand periods.
  • Professional appearance and personal presentation aligned with upscale property standards.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent.

Preferred Education:

  • Associate degree or certificate in hospitality management, security administration, or related field.
  • Certifications such as Security Guard License (where applicable), CPR/First Aid, or customer service/hospitality training.

Relevant Fields of Study:

  • Hospitality Management
  • Security Management / Criminal Justice
  • Communications
  • Customer Service / Guest Relations

Experience Requirements

Typical Experience Range:

  • 0–3 years for entry-level doorman roles; 1–5 years preferred in upscale residential, hotel or commercial lobby positions.

Preferred:

  • Prior experience in doorman, concierge, security, valet or front-desk roles, with demonstrated guest-service excellence.
  • Experience with emergency response procedures, access control systems and property-management protocols.
  • References that attest to reliability, professional appearance and strong interpersonal skills.
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