Can a concierge let someone into a resident's unit?

Only when post orders and management authorize it, or when emergency services need access. Tenancy and condo laws set strict rules on entering units, and they differ by province.

What does a concierge do when the fire alarm sounds?

They follow the building's fire safety plan: make sure the fire department is called, check the fire panel, direct people to the stairs and meet firefighters with keys and information.

Can a concierge show residents camera footage?

Footage should be stored securely and viewed only by authorized people. Requests usually go to property management.

How long does the course take?

The five lessons take about 15 minutes to read. The final test has 25 questions and you need 80% to pass.

Is the certificate accredited or officially recognised?

No. It is a private certificate of completion for knowledge only. It is not recognised, accredited or approved by any government, licensing body, regulator or educational institution, and it does not replace the security licence training required in your province or territory.

Residential and Concierge Security Course 2026

Question 1 of 25

In building security, what is tailgating?

Parking too close to another car in the garage
A resident lending their parking spot
An unauthorized person following an authorized person through a secure door
A courier leaving a package at the desk

Show answer

Answer: C. An unauthorized person following an authorized person through a secure door

Tailgating, also called piggybacking, defeats access control. Politely stop the person and check who they are visiting.

Question 2 of 25

A resident tells you their key fob was lost. What should happen?

Report it right away so the fob can be deactivated, following building procedure
Lend them your own fob
Wait a week in case it turns up
Give them a spare fob from the drawer with no record

Show answer

Answer: A. Report it right away so the fob can be deactivated, following building procedure

A lost fob can let anyone into the building. Deactivating it quickly and recording the replacement keeps the building secure.

Question 3 of 25

A contractor arrives without notice and asks to be let into a unit to fix a sink. What should you do?

Let them in because they have tools
Check with property management that the work is authorized before giving any access
Give them the master key and ask them to return it
Ask a neighbour to let them in

Show answer

Answer: B. Check with property management that the work is authorized before giving any access

Never give access to a unit on someone's word. Confirm with management and follow your post orders.

Question 4 of 25

A visitor asks you for a resident's unit number. What should you do?

Do not give it out; call the resident to confirm the visit
Tell them which floor but not the unit
Give it out if the visitor knows the resident's name
Write it on a sticky note for them

Show answer

Answer: A. Do not give it out; call the resident to confirm the visit

Residents' personal information is private. Calling the resident lets them decide whether to accept the visitor.

Question 5 of 25

A person says they are a resident's brother and asks you to open the unit for him. What should you do?

Give him the key if he shows any ID
Open it and wait in the hallway
Open the unit if he looks like the resident
Refuse unless your post orders and written authorization from management allow it

Show answer

Answer: D. Refuse unless your post orders and written authorization from management allow it

Tenancy and condo laws set strict rules on entering units, and they differ by province. Only enter or open a unit as your post orders and management authorize.

Question 6 of 25

What should a key sign-out log record?

Only keys that were lost
Only the date, once per week
Only the name of the guard on duty
Who took the key, which key, and the times it went out and came back

Show answer

Answer: D. Who took the key, which key, and the times it went out and came back

A complete key log shows who had which key and when, which is essential if something goes missing.

Question 7 of 25

A person comes to pick up a package for a resident. What is good practice?

Leave packages in the lobby for people to find
Confirm who they are as building policy requires and record the pickup
Open the package to check its contents
Hand it to anyone who knows the unit number

Show answer

Answer: B. Confirm who they are as building policy requires and record the pickup

Checking identity and logging each pickup protects residents from package theft and protects you if there is a dispute.

Question 8 of 25

According to federal privacy guidelines, what should a building do where video cameras record people?

Record inside residents' units
Hide cameras so residents do not notice
Share video with any resident who asks
Post clear notice that video surveillance is in use

Show answer

Answer: D. Post clear notice that video surveillance is in use

Privacy guidelines say organizations should post clear, understandable notice of video surveillance before people enter the area.

Question 9 of 25

A resident asks you to show them camera footage of their neighbour. What is correct?

Copy it to their phone
Show it if the neighbour is not home
Footage is kept secure and viewed only by authorized people, so refer the request to management
Show it, since residents pay for the cameras

Show answer

Answer: C. Footage is kept secure and viewed only by authorized people, so refer the request to management

Recordings must be stored securely and only a small number of authorized people should view them.

Question 10 of 25

Under fire codes based on the National Fire Code, when must supervisory staff be trained in the fire emergency procedures in the fire safety plan?

Within one year of starting
Only after the first fire drill
Before they take on any fire safety duties
Only if they work night shifts

Show answer

Answer: C. Before they take on any fire safety duties

The fire code says supervisory staff shall be trained in the plan's fire emergency procedures before being given any fire safety responsibility.

Question 11 of 25

Which of these must a building fire safety plan include?

The building's rental prices
The cleaning schedule for the lobby
A list of residents' vacation dates
How to sound the alarm, notify the fire department and evacuate occupants, including people who need help

Show answer

Answer: D. How to sound the alarm, notify the fire department and evacuate occupants, including people who need help

Fire safety plans must set out emergency procedures, including sounding the alarm, notifying the fire department and evacuating occupants with special provisions for people needing assistance.

Question 12 of 25

Where should a residential building keep its fire safety plan?

In the building, where the fire department can refer to it
Only on the building website
At the property manager's home
In a locked safe that only the owner can open

Show answer

Answer: A. In the building, where the fire department can refer to it

The fire code says the fire safety plan shall be kept in the building for reference by the fire department and others.

Question 13 of 25

In a high building, where must the fire safety plan be kept?

At the top floor
In each resident's unit
At the central alarm and control facility
In the elevator machine room

Show answer

Answer: C. At the central alarm and control facility

For high buildings, the fire code requires the fire safety plan to be kept at the central alarm and control facility.

Question 14 of 25

The fire alarm sounds in your condo tower. What is part of a concierge guard's typical role?

Leave the building first to open the parking lot
Go door to door on every floor alone
Make sure the fire department has been called, check the fire panel and meet firefighters with key information
Silence the alarm and wait to see if it rings again

Show answer

Answer: C. Make sure the fire department has been called, check the fire panel and meet firefighters with key information

Firefighters need to know where the alarm came from, who may need help and how to get in. Follow the building's fire safety plan.

Question 15 of 25

During a fire alarm, what should you tell residents about the elevators?

Do not use the elevators; use the stairs unless firefighters direct otherwise
Use the elevators only to go down
Use the elevators because they are faster
Wait inside the elevators until the alarm stops

Show answer

Answer: A. Do not use the elevators; use the stairs unless firefighters direct otherwise

Elevators can stop or open onto a fire floor. In an emergency, people use the stairs unless the fire department directs otherwise.

Question 16 of 25

Why should the concierge desk keep an up-to-date list of residents who need help to evacuate?

So staff can charge them a fee
So those residents can be moved out permanently
So the fire department knows who may need assistance
So the list can be posted in the lobby

Show answer

Answer: C. So the fire department knows who may need assistance

Fire safety plans must make special provisions for people requiring assistance. Giving firefighters accurate information saves time and lives.

Question 17 of 25

A resident calls from a stuck elevator. What should you do?

Hang up and check back in an hour
Keep talking to them, reassure them and call the elevator service company or 911 as your post orders say
Tell them to climb out through the roof hatch
Pry open the doors with a bar

Show answer

Answer: B. Keep talking to them, reassure them and call the elevator service company or 911 as your post orders say

Only trained elevator technicians or firefighters should free trapped people. Your job is to reassure, get help and keep notes.

Question 18 of 25

Water is pouring through a ceiling in a hallway. What should you do?

Turn off the building's fire sprinkler system
Call the property manager or on-call contact, protect people from the hazard and follow the building's plan
Ignore it until the morning
Let residents into the unit above to look

Show answer

Answer: B. Call the property manager or on-call contact, protect people from the hazard and follow the building's plan

Fast action limits damage. Follow your post orders for water leaks, keep people away from wet floors and electrical hazards, and record what you did.

Question 19 of 25

A resident complains about loud music from a neighbour at 1 a.m. What is the best approach?

Stay polite and neutral, follow building procedure and record the complaint
Shut off the neighbour's power
Take the complaining resident's side and threaten the neighbour
Tell the resident it is not your problem

Show answer

Answer: A. Stay polite and neutral, follow building procedure and record the complaint

Concierge staff do not take sides. Calm, polite follow-up and good records help management solve the problem.

Question 20 of 25

On patrol you hear screaming and what sounds like someone being hit inside a unit. What should you do?

Wait to see whether it happens again
Call 911 right away and report what you hear
Knock and ask them to keep it down
Tell management in the morning

Show answer

Answer: B. Call 911 right away and report what you hear

If someone may be in danger, call 911. Police can enter to protect people; your job is to report quickly and accurately.

Question 21 of 25

A family member is worried because an older resident has not answered calls for two days and mail is piling up. What should you do?

Follow post orders, which usually means calling 911 for a wellness check and informing management
Post a note on the door and do nothing else
Tell the family to wait another week
Enter the unit alone with the master key

Show answer

Answer: A. Follow post orders, which usually means calling 911 for a wellness check and informing management

A person may need urgent medical help. Police or paramedics can check on them; do not enter alone unless your post orders allow it.

Question 22 of 25

On a cold night, a person experiencing homelessness is sleeping in the lobby vestibule. What is the best first step?

Take their belongings outside
Shout at them to get out
Pour water on the floor so they move
Speak to them respectfully, check whether they need help and follow building policy, calling 911 for any medical concern

Show answer

Answer: D. Speak to them respectfully, check whether they need help and follow building policy, calling 911 for any medical concern

Treat every person with dignity. You can ask a person to leave under building policy, but check first for medical needs and offer information about local services.

Question 23 of 25

In Ontario, a person who is not a resident refuses to leave the lobby after a guard authorized by the owner tells them to. Under the Trespass to Property Act, what is this?

Only a building rule violation
Legal for up to 24 hours
An offence of failing to leave immediately when directed
Legal, because lobbies are public places

Show answer

Answer: C. An offence of failing to leave immediately when directed

The Act makes it an offence not to leave immediately when directed by the occupier or a person they authorize.

Question 24 of 25

What should you pass on at shift change?

Open issues, expected contractors or deliveries, and anything unusual from your shift
Only complaints about residents you dislike
Only the number of packages
Nothing, since the next guard can read the cameras

Show answer

Answer: A. Open issues, expected contractors or deliveries, and anything unusual from your shift

A good handover means nothing is missed. Write open items in the log and tell the next guard in person when you can.

Question 25 of 25

A resident props open a secure lobby door for movers without telling the desk. What should you do?

Disable the door alarm for the day
Leave it open because the resident did it
Check with the resident and management, and make sure the door is supervised or closed
Lock the movers out without asking

Show answer

Answer: C. Check with the resident and management, and make sure the door is supervised or closed

A propped door defeats access control. Moves are usually booked with management and supervised so the building stays secure.

Residential and Concierge Security Course 2026

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