Concierge service. New business ideas What is included in the concierge service package

A feature of the services of the Management Company "Arteko" for residential buildings is the provision of Concierge service or Reception Service. This service makes the stay of the residents of the house especially comfortable.

Concierge service has its origins in five-star hotels, where guests with special needs stay. To meet their needs, the hotel has employees (Concierge) whose duties include removing all domestic and organizational issues from the client. The Arteko company took as a basis for this service the experience of providing similar services in the world's best hotels and Concierge Services and adapted it for provision in residential buildings. Now residents of houses serviced by Arteco Management Company can feel like in the best hotel in the world and will be provided with attention 24 hours a day, 365 days a year.

Concierge services:

• Acceptance of linen for washing and dry cleaning;
• Booking air tickets and railway tickets;
• Ordering hotels in Russia and abroad;
• Organization of apartment cleaning;
• Organization of one-time work on cleaning apartments (dry cleaning of furniture, carpets, polishing floors, etc.);
• Booking tickets to theaters, sports events, cinemas, shows, etc.;
• Reservation of tables in restaurants and clubs;
• Taxi ordering;
• Transfer order in other cities of Russia and abroad;
• Organization of VIP passage at airports in Russia and abroad;
• Information on addresses and phone numbers of companies in Moscow;
• Financial information (exchange rates, stocks, etc.);
• The best exchange rates in Moscow;
• Weather forecast in the cities of Russia and abroad;
• Ordering air taxi and charter flights;
• Ordering car rental in Russia and abroad;
• Organization of travel and business trips;
• Organization of festive events (birthdays, anniversaries, weddings, etc.);
• Order and delivery of flowers;
• Veterinary assistance (including telephone consultations);
• Express delivery of food to the apartment;
• Ordering drinking water;
• Courier delivery order;
• Services of translators;
• Organization of the selection of nannies, housekeepers;
• Astronomical forecasts;
• Calling a tow truck;
• Organization of art consultations in the leading galleries of Moscow;
• Organization of personal protection;
• And many other services.

Provision of services Concierge service is gaining popularity in Moscow. But to join the Concierge service clubs, you must pay entrance fees and pay membership fees every year, which amounts to thousands and tens of thousands of dollars a year. Arteco concierge service is provided only to residents of serviced houses and without payment of annual fixed payments. This makes the provision of the service affordable for most residents, which increases the prestige level of your home.

Concierge service in residential buildings is a new and very popular service in Moscow and the Moscow region, especially among owners of luxury housing.
The times when the word concierge meant the grandmother of the janitor are gone.
Now it is a professional service that provides a high level of service and safety for residents.
If you pay attention, then the concierge service and security service in an apartment building have similar functionality.

Both services provide:
– access mode;
- general order in a residential building;
- observance of the regime of silence;
– fire safety;
- operational interaction with all services of the HOA or the management company;
– interaction with courier services (reception and transmission of items for residents)
– identification and elimination of the consequences of violations of the regimes established by the Customer;
- all kinds of assistance to residents for a comfortable stay.

Despite much in common with the security service, the work of a concierge requires special training, skills and knowledge.
Benevolent, sociable, tactful and patient people can successfully cope with the duties in this profession.
After all, it is they who, more often than any other service, interact with residents and guests.
They carry out a variety of assignments, while strictly adhering to the rule - not to disclose confidential information that became known to them in the course of work.
The quality of the work of this service depends on the comfort of living and the safety of residents, as well as their guests.

Verbal portrait of a new employee of the concierge service:

Floor- man / woman (by agreement);

Age– 25-45 years;

Citizenship– RF

Qualification– the presence of an identity card of a private security guard from the 4th category and above. Availability of medical certificates in the form 002 and 003;

Appearance- Slavic appearance and name (without exceptions), smart, slight fullness is allowed, but not to look loose, "lean", intelligent appearance, neat, possible, with a neat beard or mustache, no redness on the face, no tattoos, piercings on visible open areas of the face, arms, neck, no skin blemishes, scars on the face, posture, no glasses (normal vision);

Growth- 175 cm and above;

Speech– able to maintain a conversation, extensive speech reserve, confident speech, understanding the meaning of words used, manner of speech, clear diction and intelligible speech, without defects, knowledge of English at a basic level;

Psychotype– responsible, sociable, trainable, patient, good team member, reliable, attentive to details. Without radical political views, without "stardom"

Appearance- the introduction of uniformity in the form and color of clothing. The appearance of our employees complies with accepted special and business standards. Branded uniform in tidy condition, clean and ironed. Shoes of the established type, clean and in good condition.

badge- a horizontal aluminum badge with the logo of a residential complex or private security company (by agreement), with the designation of the position (CONCIERGE), the name of the employee on a removable insert. (Produced at our expense);

Education– training and advanced training of concierge service employees is carried out at our expense, at least 2 times a year. The training program is carried out taking into account the quality standards of service in residential complexes.

We protect and serve

Private Security Enterprise (PSC) "SHIELD"– Introduces trained employees to luxury residential properties who will raise service and safety for residents and their guests to another level.
When organizing the work of the concierge service, full interaction with the security service and other services is ensured.
We guarantee the fulfillment of the Customer's requirements and attention to detail.
For the convenience of calculating the cost of services, use a special calculator.

Briefly about us

We have been working since 2005.
We have extensive experience in providing concierge and security services for residential properties.
With feedback on our work, you can.
View information about our license, as well as get acquainted with samples of contracts and instructions.

The highest evaluation of our work will be the recommendation that you will give to your partners and friends.

Service delivery stages:

STAGE 1 | CALL

Call us or leave a request. Our specialist will contact you and we will arrange a meeting to get acquainted and discuss the details.

STAGE 2 | CONTACT

At the meeting, we will discuss the terms of reference, the number of posts, the mode of operation of the facility, the mode of operation of the private security company and the cost of services. We will also agree on the contract and instructions.

STAGE 3 | CONTRACT

We will prepare agreed as-built documentation - TOR, contract, instructions and conclude a contract.

Recently I was connected to the concierge service. While I did not use it, because there seemed to be no need, but when I began to tell my friends about it, there was not a single one who knew what it was. Everyone asked the same question "What is it?".
We already know firsthand what a cleaning service is. This is when, instead of keeping a cleaning lady in the office, professional cleaners with equipment come there and clean the premises.
A little less people know what a catering service is. This is when office employees do not bring food from home, do not heat it up in the microwave and do not run to a nearby grocery or fast food, and a car with a hot lunch comes to them at lunchtime and feeds all the company's employees. This is beneficial both for employees who receive good meals and for company management, which does not have to think about how to provide food for employees or bother organizing their own kitchen.
And now we come to what concierge services are. They can be completely different, both for individuals and for organizations. Today we will touch on individuals.
Frankly, I have already heard about one concierge service, to which clients of one large bank are connected for free when opening an account there. But to become a client of this concierge service, you need to deposit at least 2 million rubles in the bank. =)
It is clear that not everyone has that kind of money, so I perceived the concierge service as something elite, inaccessible to ordinary people.
But it turned out that there are much more affordable concierge services.
So what is a concierge service? In a very primitive way, this is a cross between a very super developed 09 and a personal assistant assistant.
That is, the concierge service will tell you everything: where there is the right medicine, when some organization is working, they will make an appointment for you, buy tickets for you, order pizza for you and much more.

Well, in order not to guess, I will now just reprint a list of what one of these IQ Service concierge services does, what they tell people there:
film review and screening times,
score of sports competitions,
food order,
reminders,
weather forecast,
traffic jams on your way,
ordering plane tickets and much more.

Example: You arrived in an unfamiliar city and want to have a bite to eat in some good, but not expensive restaurant, no more than 10 minutes walk, with Italian cuisine, where there would also be empty seats and a smoking room. And also, so that in an hour a taxi would arrive at the restaurant and take you to the station. Where you would have already booked tickets for the next train, in the compartment car, on the bottom shelf.
That's how many conditions we set! =)
Now you don't need to surf the Internet from your mobile phone, you don't need to ask passers-by, you don't need to download your local friends (if they are there at all). It is not necessary to rush about, thinking about what to grab onto and how to be in time. It is enough to call the concierge service, and they will immediately tell you where you need to go, call a taxi, book tickets (of course, if they are available, and if there are no tickets for the desired train, they will offer an alternative). And there are many such examples!

I will write some examples of very real requests made by people through this service:

Request:
A car wheel was punctured not far from 18 Ivana Franko Street. You need to find the nearest tire shop.
Solution:
The nearest tire shop is located 800 meters along Ivana Franko Street. Reported address, phone number and cost of tire fitting - 900 rubles.

Request:
The client needs to urgently get from Moscow to Nyagan. There are no direct flights for the requested date. The client reported on the option he found with a transplant. Asks if there is a better option.
Solution:
A more profitable route with 1 transfer was selected. The savings for the client amounted to more than 18,000 rubles. The tickets were booked and delivered.

Request:
The client wants to fly to Thailand on vacation for 1 week. He asks you to choose the cheapest option.
Solution:
With the help of our partner, an option was found for a trip to Thailand to the resort of Pattaya at the Fortuna 3 * hotel, breakfast, 7 nights for $ 399. Arranged booking and purchase.

That's what a concierge service is. Now know and don't say what you haven't heard!
By the way, on the site that I gave for the sample now there is a promotion - you can connect this service for free for one week, so that each of you can now try it.

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The idea of ​​creating her own concierge service has been tormenting her since the days of studying at the magistracy. In order to learn the intricacies of this business, Yulia got a job as a manager in one of the capital's concierge services, where she received her first skills in interacting with a VIP audience.

Concierge is a person whose duties are to satisfy the needs and desires of customers, as well as to provide comfortable conditions for their living. A concierge can work at a residential building or hotel.

A year later, the girl launched her own service, which, along with other services, helps expats adapt to the realities of Moscow life. Capital Concierge, this is the name of Lukoyanova's company, serves over 160 private clients and more than twenty corporate ones.

Starting a concierge business

The desire to start her own business, Julia caught fire in her youth, watching the ups and downs of famous entrepreneurs. As she admits, the craving for exclusivity and luxury haunted her from early childhood, and sometimes took forms that shocked her parents. Being an avid reader of business literature, one day in a London tabloid she discovered an article about the founder of a concierge service from England. The entrepreneur very colorfully described the advantages of this niche, opportunities and prospects - Yulia was simply smitten, and realized that she wanted to engage in such a service.

This is how she describes her own starting a business.

The next step was to submit a resume to one of the Moscow concierge agencies, where I was hired on the night shift. Despite the need for a quick response and extremely delicate treatment of expensive (in every sense) clients, which was very difficult for me at first, the lesson seemed incredibly romantic and prestigious. One evening, an Italian approached us and asked us to find a box of very expensive dry wine, which was imported to Moscow on a special order. We traveled all over the city, but did not find the stamp he requested. I had to offer an alternative, after which, nevertheless, the guest of the capital was satisfied.

Employees

The time has come when I realized that I had mastered the necessary basics and was ready to launch my own business. The previous work allowed me to acquire extremely important connections and acquaintances: the concierge services market in Russia is represented by a very narrow, specific segment, therefore, sooner or later, people in it collide with each other. For the position of financial and technical directors, I invited former colleagues who knew my ambition well and gladly accepted my offer.

We recruited the rest of the team members through the HeadHunter recruiting service. Serious requirements are imposed on the company's personnel, first of all, with regards to communication skills, stress resistance, politeness and tact. Since our service is focused on providing services around the world, employees must be able to speak and write at a sufficient level in common international languages. Great importance is attached to the life position of a person, his aspirations to fulfill orders, the ability to work on tasks in a team format, the ability to find a language with other colleagues.

There are special people on staff who analyze exclusive goods and offers in Moscow in order to be able to promptly satisfy even the most sophisticated whims of sophisticated customers.

Initial investment

There is a well-known saying in the USA related to starting a business. She says that to start your own business, you need to resort to three "F" - "Family, Friends and Fools". In my case, the issue was resolved thanks to relatives and closest friends. I just turned to them, told them about the advantages of the business I want to create and, thus, I got the first investors, having collected start-up capital in the amount of 3 million rubles. Moreover, the support consisted not only in finance, but also in connections and instructions.

Based on the specifics of the service, the first item in the expense items was the rental of real estate in the center of the capital. We focus on wealthy people, so it is necessary to emphasize the level and, at a minimum, the client should be able to easily find us. A decent amount of money was spent on technical support. The essence of our business is constant telephone conversations and contacts via e-mail or social media. In general, the work is organized according to the principle of a call center, where requests are accepted or clarified. We recently connected a CRM system for dynamic interaction with suppliers and customers, document management is carried out through cloud services.

Our presence on the World Wide Web is provided by a website that contains basic information on services, as well as price lists and contacts for visiting or contacting. The service level is focused on the Luxury segment, and this requires an elegant approach to the design of pages designed to “hook” the target audience. It is planned that in half a year the main work will be completed and the site will appear on the network.

Unusual wishes and orders.

Rich people are by nature very eccentric and eccentric, as we have directly seen in the course of work.

For example, there was a situation when a client approached and asked to find a Canadian series for him, which had never been shown in cinemas. A search in Yandex and Google gave extremely modest results and it seemed that I would have to sign my own impotence. After several hours of searching, our administrator managed to find the desired movie, but it was impossible to download it: it was meant to be viewed only online. I was close to despair until another colleague brought a device to capture high-quality video streaming from the screen. In the end, we filmed all two seasons and delivered to the client, who, to our surprise, was happy as a child.

One day a man called us and said that he and his wife had a problem that prevented them from having children. Our colleagues asked if he knew where he was going. In response, he said that he knew and expected help. Then our manager had to surf the net for several hours collecting medical information about fertility treatments. It is not known whether this helped the client, but we coped with the task.

Another client was remembered for his unparalleled love for animals. He had a habit of traveling everywhere with his dog of the Chow Chow breed, which was in old age. On one of the flights, the dog died and the client asked to organize an air transfer of her body to her homeland for burial while he was on a business trip in Moscow.

They even rescued a girl who was on her way from Russia to Ukraine and got stuck on the Kerch bridge. At that time, military equipment was delivered through the crossing, and civilian transport was forced to stand idle in a huge queue. We managed to establish contacts with the management of the checkpoint and persuade the chief to make an exception for our client. Not without a tearful story about fatal coincidences, but there was no other choice - anti-advertising, unfortunately. works faster than advertising.

With some pride I can state that until today our agency has no unfulfilled orders. It is difficult to maintain such a balance, but it is possible if customers are denied service when the order is directly related to a violation of the law. This means that we do not supply drugs, do not find explosives, and do not provide sexual services. This approach allows the company to constantly stay within the legal framework and avoid problems with regulatory authorities.

Without excesses, of course, can not do. One night, we were approached by a client whose manner of communication called into question its adequacy. There was a demand to immediately find a prostitute for them, and in case of failure, the husband will come and arrange a real pogrom in our office. The managers, who had seen a lot in their lifetime, were not at a loss and began to calm the raging client. After a few anecdotes and recommendations about new movies that appeared online, everything fell into place.

Service for expats

Expat (English expat abbreviated from expatriate, comes from Latin ex patria "outside the homeland") - a slang name for foreign specialists, less often a self-name.

A foreign specialist who has arrived in Russia, in particular, in the capital, needs considerable efforts to adapt to local living conditions. The urban, crazy rhythm of Moscow can literally unsettle a person and significantly worsen the level of working capacity. In such cases, our service is, more than ever, by the way, and helps to some extent to erase the gap between Russia and the West. Our company has conducted a special study of the basic needs of those arriving from different countries, on the basis of which a special package of services has been formed.

Among our clients there are those who use our services in order to save money. It happens that they turn to get information about the cost of coffee or milk, various food products, they ask to draw a parallel with the pricing policy in their home country. Given this trend, we were one of the first to introduce a comparative price analysis service, which is becoming popular among expats.

Foreign guests of the capital, whether it is a tourist trip or business purposes, prefer to be accompanied in supermarkets, they are helped to decide on the choice of clothes or furniture, some need the services of an interpreter to communicate with partners. We also provided family placement services in central regions and placement of children in private kindergartens, which is not so easy to do in Moscow.

Financial question. Profit.

Last year, our company's revenue rose to the level of 43 million rubles, of which net profit amounted to about 15 million rubles.

The business model of the service is based on a subscription worth 85 thousand rubles (annual subscription). It includes a wide range of services, such as providing information and consulting services, booking tables in cafes and restaurants, searching for specialists in beauty salons and fixing an appointment, delivering gifts, flowers, food and drinks, giving a taxi to the house, and more.

For the provision of exclusive, non-standard services, their cost, of course, may increase - it all depends on the imagination and material well-being of the customer. On the other hand, during our work we managed to establish partnerships with service providers who periodically make significant discounts for us and provide us with up-to-date information. Such well-coordinated interaction allows our company to always be one step ahead of a few competitors.

To order our services, the client does not have to buy a subscription. In such situations, the cost of our services, on average, is 10% of the purchase price, and the higher their cost, the lower our percentage. The client may not be burdened with the payment of our invoices at all if the supplier of the goods ordered by him provides the intermediaries with a sufficient commission.

The company has developed a special loyalty program for our target audience. When customers contact us, we can even provide all possible assistance to their friends or acquaintances free of charge. Practice has proven that this approach works excellently and increases both the flow of our customers and the average check for each of them.

Plans.

In the future, we plan to implement interesting formats of interaction with private and corporate clients. To do this, we are developing the concept of a closed VIP community or club, where each client will have a personal qualified assistant and a special communication atmosphere that extends not only to business tasks, but also to leisure activities. How realistic this is - time will tell and the constantly changing financial situation in the country.