Residential and Concierge Security Course 2026

1. Pregunta 1 de 25

   In building security, what is tailgating?

   • AParking too close to another car in the garage
   • BA resident lending their parking spot
   • CAn unauthorized person following an authorized person through a secure door
   • DA courier leaving a package at the desk
   Ver respuesta

   Respuesta: 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.

2. Pregunta 2 de 25

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

   • AReport it right away so the fob can be deactivated, following building procedure
   • BLend them your own fob
   • CWait a week in case it turns up
   • DGive them a spare fob from the drawer with no record
   Ver respuesta

   Respuesta: 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.

3. Pregunta 3 de 25

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

   • ALet them in because they have tools
   • BCheck with property management that the work is authorized before giving any access
   • CGive them the master key and ask them to return it
   • DAsk a neighbour to let them in
   Ver respuesta

   Respuesta: 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.

4. Pregunta 4 de 25

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

   • ADo not give it out; call the resident to confirm the visit
   • BTell them which floor but not the unit
   • CGive it out if the visitor knows the resident's name
   • DWrite it on a sticky note for them
   Ver respuesta

   Respuesta: 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.

5. Pregunta 5 de 25

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

   • AGive him the key if he shows any ID
   • BOpen it and wait in the hallway
   • COpen the unit if he looks like the resident
   • DRefuse unless your post orders and written authorization from management allow it
   Ver respuesta

   Respuesta: 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.

6. Pregunta 6 de 25

   What should a key sign-out log record?

   • AOnly keys that were lost
   • BOnly the date, once per week
   • COnly the name of the guard on duty
   • DWho took the key, which key, and the times it went out and came back
   Ver respuesta

   Respuesta: 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.

7. Pregunta 7 de 25

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

   • ALeave packages in the lobby for people to find
   • BConfirm who they are as building policy requires and record the pickup
   • COpen the package to check its contents
   • DHand it to anyone who knows the unit number
   Ver respuesta

   Respuesta: 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.

8. Pregunta 8 de 25

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

   • ARecord inside residents' units
   • BHide cameras so residents do not notice
   • CShare video with any resident who asks
   • DPost clear notice that video surveillance is in use
   Ver respuesta

   Respuesta: 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.

9. Pregunta 9 de 25

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

   • ACopy it to their phone
   • BShow it if the neighbour is not home
   • CFootage is kept secure and viewed only by authorized people, so refer the request to management
   • DShow it, since residents pay for the cameras
   Ver respuesta

   Respuesta: 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.

10. Pregunta 10 de 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?

    • AWithin one year of starting
    • BOnly after the first fire drill
    • CBefore they take on any fire safety duties
    • DOnly if they work night shifts
    Ver respuesta

    Respuesta: 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.

11. Pregunta 11 de 25

    Which of these must a building fire safety plan include?

    • AThe building's rental prices
    • BThe cleaning schedule for the lobby
    • CA list of residents' vacation dates
    • DHow to sound the alarm, notify the fire department and evacuate occupants, including people who need help
    Ver respuesta

    Respuesta: 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.

12. Pregunta 12 de 25

    Where should a residential building keep its fire safety plan?

    • AIn the building, where the fire department can refer to it
    • BOnly on the building website
    • CAt the property manager's home
    • DIn a locked safe that only the owner can open
    Ver respuesta

    Respuesta: 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.

13. Pregunta 13 de 25

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

    • AAt the top floor
    • BIn each resident's unit
    • CAt the central alarm and control facility
    • DIn the elevator machine room
    Ver respuesta

    Respuesta: 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.

14. Pregunta 14 de 25

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

    • ALeave the building first to open the parking lot
    • BGo door to door on every floor alone
    • CMake sure the fire department has been called, check the fire panel and meet firefighters with key information
    • DSilence the alarm and wait to see if it rings again
    Ver respuesta

    Respuesta: 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.

15. Pregunta 15 de 25

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

    • ADo not use the elevators; use the stairs unless firefighters direct otherwise
    • BUse the elevators only to go down
    • CUse the elevators because they are faster
    • DWait inside the elevators until the alarm stops
    Ver respuesta

    Respuesta: 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.

16. Pregunta 16 de 25

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

    • ASo staff can charge them a fee
    • BSo those residents can be moved out permanently
    • CSo the fire department knows who may need assistance
    • DSo the list can be posted in the lobby
    Ver respuesta

    Respuesta: 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.

17. Pregunta 17 de 25

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

    • AHang up and check back in an hour
    • BKeep talking to them, reassure them and call the elevator service company or 911 as your post orders say
    • CTell them to climb out through the roof hatch
    • DPry open the doors with a bar
    Ver respuesta

    Respuesta: 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.

18. Pregunta 18 de 25

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

    • ATurn off the building's fire sprinkler system
    • BCall the property manager or on-call contact, protect people from the hazard and follow the building's plan
    • CIgnore it until the morning
    • DLet residents into the unit above to look
    Ver respuesta

    Respuesta: 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.

19. Pregunta 19 de 25

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

    • AStay polite and neutral, follow building procedure and record the complaint
    • BShut off the neighbour's power
    • CTake the complaining resident's side and threaten the neighbour
    • DTell the resident it is not your problem
    Ver respuesta

    Respuesta: 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.

20. Pregunta 20 de 25

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

    • AWait to see whether it happens again
    • BCall 911 right away and report what you hear
    • CKnock and ask them to keep it down
    • DTell management in the morning
    Ver respuesta

    Respuesta: 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.

21. Pregunta 21 de 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?

    • AFollow post orders, which usually means calling 911 for a wellness check and informing management
    • BPost a note on the door and do nothing else
    • CTell the family to wait another week
    • DEnter the unit alone with the master key
    Ver respuesta

    Respuesta: 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.

22. Pregunta 22 de 25

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

    • ATake their belongings outside
    • BShout at them to get out
    • CPour water on the floor so they move
    • DSpeak to them respectfully, check whether they need help and follow building policy, calling 911 for any medical concern
    Ver respuesta

    Respuesta: 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.

23. Pregunta 23 de 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?

    • AOnly a building rule violation
    • BLegal for up to 24 hours
    • CAn offence of failing to leave immediately when directed
    • DLegal, because lobbies are public places
    Ver respuesta

    Respuesta: 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.

24. Pregunta 24 de 25

    What should you pass on at shift change?

    • AOpen issues, expected contractors or deliveries, and anything unusual from your shift
    • BOnly complaints about residents you dislike
    • COnly the number of packages
    • DNothing, since the next guard can read the cameras
    Ver respuesta

    Respuesta: 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.

25. Pregunta 25 de 25

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

    • ADisable the door alarm for the day
    • BLeave it open because the resident did it
    • CCheck with the resident and management, and make sure the door is supervised or closed
    • DLock the movers out without asking
    Ver respuesta

    Respuesta: 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.

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