Bank service concierge concept description. Concierge service. Concierge service - what it is and how it works

Ideal assistants who can be entrusted with absolutely any business exist and are called concierge managers. These wizards work in agencies, and you can use their services both day and night, being completely confident that everything will be done quickly and without any questions.

Service difference

Now the market offers us two types of concierge services: banking and lifestyle. They have the same basis - the fulfillment of customer orders at any time of the day and anywhere in the world. But the principles of work are different. Lifestyle service is an affordable service provided for relatively little money. The Lifestyle Manager takes care of literally everything, from ordering coffee every morning to arranging a mortgage and organizing mushroom picking in the Austrian Alps. If you are a client of such a company, you need to warn about your movements and form a list of tasks, the rest of the managers take care of themselves.

Banking concierge service is a standardized service available to holders of Gold and Platinum premium cards. The list of services includes a more official list of functions performed, which in large company are the duties of the personal assistant to the CEO.

If the lifestyle service is widespread in the USA and Asia, then the banking concierge service is the priority of the CIS countries. In Europe, there are both types of services, but the scale is much more modest, people are more accustomed to the fact that instead of the client, his manager can come to the parent meeting.

Lifestyle service is a solution to everyday and general life issues, and banking service is a service aimed at saving the client's money and increasing his income.

Tickets, rent, delivery

Banks provide concierge service exclusively to VIP clients. Usually the service is a bonus for the cardholder, and its price is included in the cost of servicing payment cards.

At Alfa-Bank, for example, a client's VIP status is determined by membership in the A-Club. Membership in this elite club is possible if the client's current account or deposit has an amount of at least $ 250,000 and a Visa Gold or Visa Infinite card is open.

Depending on which card the client owns, he can receive a different set of services. In the standard version, these are information and consulting services and booking, in the extended version - the organization and planning of the client's personal time, the purchase of gifts for the family on a business trip abroad, delivery pet to the vet.

There are also more extensive lists, including the services of an interpreter, booking tickets (from a hotel to an invitation to Fashion Week or a rocket launch in New Mexico), selection service personnel(governesses, gardeners, administrators) "sober chauffeur" service, rental of yachts and villas, order and delivery of flowers and gifts, representation at auctions, organization of cleaning services, installation of alarms and selection of security structures, preparation of routes and travels with constant online support, searching for conference rooms, providing stock market reports with analysts' comments, searching for investors, ordering parts for a car, emergency door opening, calling a doctor, organizing treatment in a foreign clinic,

Banks either set up their own services or work with dedicated concierge companies.

Complete all

To get to work in the concierge service, you need to go through almost the same selection as in the bank security service.

"If you want to create problems for a competitor, then lure his concierge manager," jokes Karl Zbenek, head of the concierge division of the Austrian Raiffeisen Bank International.

According to Karl, sometimes very unusual requests are received, but they are carried out at the discretion of the bank manager: "If the client's task is not related to breaking the law, infringing on someone's rights and freedoms, then usually it is carried out, despite the absurdity or complexity."

Anna Gore, employee of the concierge agency "Business & Privat Concierge" (Berlin, Germany), says: “We work in three shifts, each shift lasts 8 hours, but I am in touch almost round the clock. Clients address a wide variety of errands, from walking a pet to organizing the transportation of equipment from a station in Alaska, for example, to Milan (Italy). We work with partner companies in other countries, as well as contractors. Our agency has no staff outside of Germany. Business trips are very rare, most often we solve all problems online. If the manager says that you need to go somewhere and personally follow something, then we are serving a very important client. "

In California (USA), there is a free lifestyle service Candela Concierge, which performs household errands: setting up the Internet, connecting to TV, changing phone numbers and paying bills, installing alarms and bodyguards. Customers pay only for the work of subcontractors, but the minimum tariffs, because Candela Concierge has partnerships with many services in all cities of the state.

Loyalty test

Despite the low awareness of people about the possibility of using concierge services, the demand for the service is gradually growing. According to statistics for 2014, clients have approached the concierge managers of leading banks about 10 thousand times with a variety of instructions (statistics of VIP clients). Most of the tasks concerned solving problems in foreign trips.

Concierge managers solve absolutely all problems. There are no tasks that they could not complete. Since last year, banks have begun to pay special attention to the work of their service departments, because this is a very significant part of the loyalty program. If the client is satisfied with the service, he is loyal. Loyalty means deposits, investments and expanding the scope of cooperation, which automatically means an influx Money to the bank.

Alexey Samoilenko, a client of Alfa-Bank, Moscow, shares his impressions: “I recently became the owner of a Visa gold card from Alfa-Bank. When preparing the documents, the manager separately drew my attention to the fact that now I have a personal assistant, whom I can entrust with the execution of a whole list of tasks (a list of 2 A4 sheets turned out). At first I didn't even think about calling someone and asking them to do something. When my secretary was unable to connect flights correctly and I was stuck at New York airport with an overstay, the concierge solved the problem in 45 minutes. Then I realized what it means to be a premium customer. Now I use the services of a concierge more often, I handle the usual tasks that were previously performed by an assistant. Comfortable. Assistant busy important work and the concierge manager is now in charge of hotel tickets and visa applications. ”

Concierge service from VTB 24 is a program that makes it possible to transfer the execution of all client's affairs to the banking service. It is available to holders of debit and credit cards of the Premium package, regardless of the type of card - Visa or Mastercard.

Concierge service - what is it and how does it work?

A personal manager who is provided with this service provides free round the clock necessary information anywhere in the world, wherever you are.

Book a hotel room, pay for cinema tickets, pay for car rental services - all this can be done with the help of free service VTB 24.

You can change the language to Russian. If you are fluent in English, then you will not have to configure the service.

Basic parameters of VTB 24 Concierge Service

Joining this service will provide you with:

Getting the information you need at any time and in any industry.
The ability to make a reservation for a product or service you like.
The ability to pay for a product or service.
The ability to place an order at home or at the specified address.

This service from VTB 24 covers different areas of activity.

For travelers

Travel lovers can turn for the following information:

Individual travel regulation.

The concierge service will inform you about the schedule of airplanes and trains in the desired direction, choose direct and flights with transfers with the least loss of time, and recommend hotels for accommodation. Informing takes place anywhere in the world all year round.

Payment and booking.

The privilege is that the service not only informs you, but also, if you wish, will make a reservation and pay for tickets, hotels, etc.

VIP lounges and related services.

The company took care of your comfortable stay and waiting at the airports. Russian Federation, Ukraine and abroad. The concierge service will make room reservations, provide fast track service and others upon request.

Vehicle rental.

All information about car classes and the possibility of renting a car will be available thanks to the service. He will also handle all payments for car rental.

Language capabilities.

24/7 language support in over 69 languages is available to all Premium cardholders. The transfer will be carried out in the same second using 26 call centers.

Important travel information.

The service will give you detailed information about the country you are going to. This applies to visas, vaccinations, security, weather and sending urgent SMS.

Theft or loss of important documents.

The service will take care of you in difficult times. He will advise you on how to secure yourself, recover or make new documents.

For entertainment and leisure

For amateurs of entertainment Concierge service will help in:

Preparation of events and celebrations.

The new service will find a place for you with a good location and reasonable prices for corporate events, birthday parties and other events.

Restaurants, cafes and bars.

The service will reserve a table in one of the first-class restaurants and the best cafe, will find a bar with the best cocktails at a reasonable price.

Sports and cultural events.

The service will inform you what events will take place in the region of your stay. He will inform about the availability of tickets, pricing policy, and will also give out the addresses of the event and the telephone number of the necessary box office, where you can buy them. If you do not want to go yourself, then the service will arrange home delivery.

Rest together with the Concierge service from VTB 24.

You can quickly put yourself in order, work out in the fitness room, go on an excursion with the Concierge Service. On request, he organizes any trip.

Purchase of goods and services.

The best shops with the most varied assortment will be at your disposal. And through the service, you can make an order and delivery.

Gifts and gift certificates.

To please loved ones and loved ones with gifts - what could be better? Here the service will also become faithful helper... He will place an order and send it to the addressee.

Taxi.

At any hour of the day or night, VTB 24 service will order a taxi with comfort.

Medicines.

Any drug will be found by the service at the lowest price. You will be given an address and phone number to clarify the nuances of the drug.

For business

Business services touch:

Organization of business meetings and negotiations.

Concierge service is a good opportunity for clients to entrust the execution of diverse tasks to bank employees. Holders of premium cards can count on fast round-the-clock information support and assistance in obtaining goods and services. The article discusses the features of this proposal in various organizations.

Concierge service: what is it

Usually, a bank concierge service is offered to holders of a premium card. Sometimes a list of maps is installed that allow you to use this program.

Within the framework of the offer, it is available to get round-the-clock access to various information (restaurants, transport, hotels, resorts, entertainment places, etc.). You can, for example, find out where necessary organization what is her price policy, menu, list of services provided, how to get to your destination, contact numbers, etc. It also implies the ability to book any service, purchase a ticket.

Some banks provide a separate cost for the concierge service, others include all costs in the service price bank card... This service is activated automatically when the card is issued. If you do not want to use the concierge service, check with the bank about the possibility of turning it off. But if the product is provided for free, there is no point in giving up the concierge service.

To order a specific service, you need to call " hotline", Indicated on the official website of the financial institution.

Basic services within the framework of the concierge service

By connecting the concierge service, you can:

get versatile information in any area of life;
book a product (service);
pay for the product (service);
order the delivery of the purchased item to the desired address.

This service covers various areas of activity.

1. Travel:

timetable for various types of transport, selection of connecting flights, reservation and redemption of tickets;
organization of car rental, informing about the classes of cars offered for rental;
medical support abroad;
data on hotels, booking rooms in hotels in the specified price range, in the desired area (worldwide);
a list of documents for obtaining a visa, a foreign passport, etc.;
information about organizations Catering, ordering tables;
information about events of different directions (sports, cultural, entertainment, health-improving), purchase of tickets;
selection of tourist excursions (at the right time, for a specific date, at a specific price);
data on the schedule of films in cinemas;
information for organizing celebrations, events (programs for entertainment, selection of premises, hosts, etc.).

2.
Courier services:

delivery of gifts;
buying food;
purchase of medicines.

3. Current issues:

health, beauty;
finding a tutor;
organization of sports activities;
orientation on the ground;
urgent care;
ordering goods on the Internet;
search for the necessary agencies, specialists;
taxi ordering;
evacuation of vehicles;
pet care;
recruitment of service personnel;
information about various goods, services.

4. Solving business problems:

assistance in organizing work;
search for contacts;
organization of seminars.

Features of top banks within the framework of the concierge service

Each bank establishes its own terms of service, a list of services provided and their cost. Therefore, the basic features can be supplemented with separate offers.

Sberbank's concierge service offers:

information about traffic jams;
search for optimal parking (including free);
translation services;
data on the quotation of currencies, on stock indices.

At Raiffeisen Bank, the concierge service does not imply additional commission. The cost of the product is included in the tariff for using the card. Here you can get the following services:

selection of agencies;
preparation of the necessary thematic literature.

At VTB, the concierge service offers the following additional services:

written translation of documentation;
individual travel coordination;
assistance in connection with the loss of documents;
repairs on the road;
organization of cleaning in the premises;
call an electrician, plumber, plumber.

Gazprombank offers its customers a choice of several cards, on which the concierge service is provided free of charge. The main features are complemented by:

list of required vaccinations for travel abroad;
assistance in renting office equipment;
advice on the rules business ethics in a specific region;
data on quotations of currencies, stock indices;
assistance in recovering lost documents;
transmission of urgent messages to relatives in the event of an emergency;
auto repair on the road;
a call to the specified address of the household master;
a description of the peculiarities of the country to which the trip is planned (traffic movement, cultural characteristics, weather forecast, etc.).

Otkritie Bank offers the following additional service:

translation services;
travel coordination, weather tracking;
repair of vehicles on the way;
help in everyday life (cleaning, plumbing and plumbing work, etc.).

Alfa-Bank offers concierge service to legal entities and entrepreneurs. The first month the service is provided free of charge, further its cost is 1,500 rubles per month. The number of requests to the bank is not limited. As part of the basic concierge service, the bank offers to receive.

What do you expect from your long awaited vacation? Get distracted and relax after stressful office work, important business negotiations and deals. Replenish energy reserves, restore health and appearance. Bring home exclusive antiques, local delicacies and a million of positive emotions. Classic VIP vacation from Platinum Vip Travel meets all your expectations. We are ready to make our wildest dreams come true.

Exclusively for you

Platinum Vip Travel offers a range of services that will satisfy the highest demands. Your personal Concierge will help you organize and host a variety of events. Will help you choose a luxury home for living, for an event, relying on your taste and preferences and other services. Choosing gifts for your family, friends, companions. Fully organizes your trip and also arranges luxury travel service for you.

Platinum Vip Travel ready to fulfill any request. Would you like to relax and update your wardrobe in line with fashion trends in Paris and Milan? We organize shopping at the highest level. Planning to improve your health or organize a business conference in Europe? Platinum Vip Travel will provide you with everything you need.

Our services:

elite holidays in the best destinations in the world (Paris, Cote d'Azur, Monaco, Ligurian coast, Tuscany, Israel and others);
exclusive tours to Europe, individual tours to Europe and Israel;
organization of visits to prestigious events of a global scale (International Cannes Festival, Berlinale, prestigious auto races, regattas and others);
exclusive flights on private jets, as well as regular business class flights;
yacht charter, car rental from business class to exclusive;
rent of prestigious apartments, villas and chalets in the best resorts in Europe and Israel;
programs for adventure lovers and new experiences;
author's gastronomic programs and tastings;
personal shopping;
various seminars for children and adults in private workshops of artists, photographers, chefs, pastry chefs, chocolate masters;
organization of unusual and original excursions;
organization of business trips;
registration of a residence permit in European countries;
selection of highly qualified personnel

All the most exclusive for you!

Benefits of a luxe vacation

Advantages of cooperation with Platinum Vip Travel obvious.

Only an exclusive vacation, you independently manage your own time and dictate the rules. Platinum Vip Travel offers not only organized exclusive individual tours to Europe and Israel, but also all conditions for independent travel of VIP clients. At your service are the rent of a private jet, villas, yachts, the organization of a yacht trip to the best places in Europe for yachting.

All you need to do is leave a request or contact by phone +7 495 967 40 37.
We are ready to provide you with the best destinations and the best prices.

Concierge service in residential buildings is a new and highly demanded service in Moscow and the Moscow region, especially among owners of elite housing.
The days when the word concierge meant the watchman's grandmother 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 apartment building similar functionality.

Both services provide:
- access control;
– general order in a residential building;
- compliance with the silence mode;
- fire safety;
- operational interaction with all HOA services or management company;
- interaction 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 a lot in common with the security service, the work of a concierge requires special training, skills and knowledge.
Friendly, sociable, tactful and patient people can successfully cope with responsibilities in this profession.
After all, they, 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 has become known to them in the course of their work.
The quality of the work of this service determines the comfort of living and the safety of residents, as well as their guests.

Verbal portrait of the new employee of the concierge service:

Floor- man / woman (as agreed);

Age- 25-45 years old;

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;

External appearance- Slavic appearance and name (without exceptions), fit, slight overweight is allowed, but so that it does not look promiscuous, "lean", intelligent appearance, neat, you can, with a neat beard or mustache, no redness on the face, no tattoos, piercings on visible open places of the face, hands, neck, lack of skin imperfections, scars on the face, the presence of posture, without glasses (normal vision);

Height- 175 cm and above;

Speech- able to support a conversation, an extensive vocabulary, confident speaking, understanding the meaning of the words used, manner of speech, clear diction and understandable speech, without defects, knowledge of English language at a basic level;

Psychotype- responsible, sociable, trainable, patient, good team member, reliable, attentive to details. No radical political views, no "stardom"

Appearance - the introduction of uniformity in the form and color of clothing. The appearance of our employees is in accordance with accepted special and business standards. Signature uniforms tidy, clean and ironed. Shoes of the correct type, clean and in good condition.

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

Education- training and professional development of the staff of the concierge service 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 Company (PSC) "SHIELD"- Introduces trained employees to elite residential real estate, which 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 provided.
We guarantee the fulfillment of customer 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 services and security services for residential properties.
With feedback on our work, you can.
View information about our license, as well as familiarize yourself with samples of contracts and instructions.

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

Stages of service provision:

STEP 1 | CALL

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

STEP 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 a contract and instructions.

STEP 3 | CONTRACT

We will prepare the agreed executive documentation - TK, agreement, instructions and conclude an agreement.