What does a typical shift look like for you? 

A typical shift as a night concierge starts with safety and wellness checks to make sure everything is secure and that our residents are comfortable and settled. I go over any notes or updates from the day team, catching up on what customers have been up to and checking in on anything I may have missed while I was off. Once that’s done, I usually take some time to tidy up common areas; keeping things clean and welcoming is just as important at night as it is during the day. Throughout the night, I stay in touch with both colleagues and residents, whether it’s through quiet conversations or simply being a reassuring presence.  

How do you interact with customers? 

As a night concierge, my interactions with customers are often rooted in quiet, one-on-one moments, usually when someone reaches out late in the evening or during the early hours, often when everything else has slowed down. These moments can be deeply personal, and I approach them with genuine curiosity and care. I spend most of that time listening, asking gentle, probing questions that help me better understand what someone might be going through, while giving them the space to open up on their own terms. It’s not just about hearing their words; it’s about paying attention to what’s underneath them. A large part of my presence at night is simply being available and trustworthy. Keeping confidences is crucial. Customers need to know that they’re safe to speak freely and that their concerns won’t be mishandled. At the same time, I understand that some situations require escalation, especially if it’s in their best interest or if safety and wellbeing are at risk. When that happens, I act with discretion and care, always aiming to preserve dignity and trust. 

Shared living spaces come with their own set of challenges. Not everyone has the same habits, routines, or expectations, and tensions can arise, sometimes over small things, sometimes over deeper issues. I often find myself stepping in to de-escalate, mediate, or simply listen to both sides to find a fair solution. It’s a delicate balance, but being consistent, calm, and fair helps maintain peace and mutual respect among residents. Ultimately, my role is about creating a safe, supportive environment where people feel seen, heard, and respected, even in the quietest hours of the night. 

Why do you enjoy your job? 

I truly enjoy my job as a night concierge because it offers me the flexibility to spend more quality time with my family during the day, which is something I deeply value. Working nights allows me to balance my personal and professional life in a way that really works for me. I’m also fortunate to work alongside a team of amazing individuals who are not only supportive but make every shift enjoyable. Over time, I’ve built great rapport with our customers, many of whom I now know by name and story, which adds a personal, rewarding touch to each night. Their appreciation and trust make the job feel less like work and more like being part of a community. 

How has this job shaped your perspective on individuals with complex needs? 

Working as a night concierge has profoundly shaped my perspective on individuals with complex needs. I’ve come to understand that homelessness is rarely just about lacking a place to live; it’s often the surface expression of deeper, more layered challenges like mental health struggles, addiction, trauma, or systemic barriers. This role has opened my eyes to how deeply interconnected these issues are, and how addressing homelessness in a meaningful way means also supporting the underlying needs that often go unseen. It’s shown me that no two stories are the same, and that true support requires patience, empathy, and a holistic approach. Despite all the hardship, what has struck me most is the resilience of the human spirit. Time and again, I’ve witnessed strength, kindness, and hope in the most difficult of circumstances; a quiet but powerful reminder of just how much people can endure, and how much they can overcome with the right support. 

What advice would you give to someone interested in this job? 

If someone is considering a job as a night concierge, I’d say go into it with your eyes open and your heart in the right place. Night work, and especially lone working, can be challenging. It’s not always easy being awake when the rest of the world is asleep, and there are times when the silence feels heavier than peaceful. But having a structure to guide you through the shift makes all the difference. Setting small goals, keeping busy, and staying engaged, whether it’s through checks, reading, or cleaning, helps the night pass with purpose, rather than just waiting for the clock to hit 0800. And while the job has its tough moments, it also has some hidden gems. One of the biggest for me has been the ability to spend more quality time with the people I love during the day—something many day jobs don’t offer. If you’re someone who values meaningful connection and quiet reflection, this job can be incredibly fulfilling. 

By Desmond Kabaira