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Changing of the Guard: Navigating High Guard Turnover Rates at Gated Communities




For many, the role of a guard at a gated community is perceived as fairly simple and straightforward. In some respects, it can be, but let's set the stage for what an average morning shift might entail.


The Shift:


Three visitors arrive at the guard gate within two minutes of each other. As the guard, you're multitasking—checking your list on your computer, scanning passes, printing passes, or calling homeowners for confirmation.


Just as you manage the first guest, you glance up to find two more cars have joined the queue. The next person breezes through smoothly, but the third is visibly frustrated by the delay and gives you an earful. Then, the fourth vehicle, a truck with a maintenance worker, pulls up; the worker is unable to recall the name or address of their destination. You find yourself darting in and out of the guardhouse, making calls, verifying details, and so on. Before long, residents start bombarding you with complaints about their guests being stuck in line. The pressure mounts as the line builds, and you scramble to keep up, with each passing minute amplifying the tension and discontent among waiting visitors and agitated homeowners. The line is now spilling out into the street, and the property manager starts calling because homeowners are calling her.



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