Why Front Desk Staffing Matters in HOAs and Condos
In today’s high-rise HOAs and condos, the front desk team is more than just a point of entry — they’re the face of the community. From greeting residents and managing packages to monitoring building systems and assisting guests, front desk associates play a critical role in resident satisfaction and operations.
For boards and community managers, understanding the cost of front desk staffing is essential for creating accurate budgets and negotiating service contracts.
Typical Responsibilities of Front Desk Staff
The scope of services often drives the cost. Common duties in HOAs and condos include:
- Greeting residents and guests
- Monitoring security cameras and building access
- Handling package deliveries and mailroom flow
- Assisting with amenity reservations and resident inquiries
- Coordinating vendor and contractor access
- Emergency support and after-hours calls
The broader the responsibilities, the higher the skill set (and compensation) required.
Cost Breakdown: Front Desk Staffing for HOAs and Condos
Front desk staffing is usually billed in one of two ways:
- Hourly Rates
- $18 – $25 per hour in most urban markets
- Premium or unionized markets: $25 – $35+ per hour
- Annualized Cost Per Shift
- 8-hour daily coverage: $55,000 – $85,000/year
- 16-hour daily coverage: $110,000 – $160,000/year
- 24/7 coverage (3 shifts daily): $220,000 – $320,000+/year
Cost Drivers:
- Local labor rates (union vs. non-union)
- Required training (hospitality, concierge, or safety protocols)
- Staffing model (direct hire vs. vendor contract)
- Benefits, overtime, and turnover
Vendor vs. Direct Hire
Vendor-Managed Staffing
- Pros: No payroll burden, built-in backup staff, vendor carries insurance
- Cons: Higher hourly rates, less control over who is assigned
Direct Hire by HOA/Condo
- Pros: Greater control over hiring, training, and culture fit
- Cons: HOA/Condo assumes payroll taxes, benefits, and coverage gaps
Budgeting Tips for HOAs and Condos
- Benchmark per unit: Many communities budget $75 – $125 per unit per month for full front desk service in high-rises.
- Account for coverage gaps: Plan for sick days, vacation, and turnover.
- Hybrid models: Pair daytime concierge coverage with evening part-time staff or technology like video intercoms and package lockers.
- Review annually: Wages and laws change quickly — update staffing costs each budget cycle.
Final Thoughts
Front desk staffing is one of the largest recurring expenses for HOAs and condos, but it’s also one of the most visible investments in resident satisfaction and property values. Boards that understand the true costs and staffing options can make smarter financial decisions for their communities.