Concierge service from VTB 24 is a program that makes it possible to delegate to the banking service the execution of all client affairs. It is available to holders of Premium debit and credit cards, regardless of card type - Visa or Mastercard.
Concierge service - what is it and how does it work?
The personal manager provided under this service provides the necessary information free of charge around the clock 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 using the free VTB 24 service.
You can change the language to Russian. If you speak English well, you won’t have to set up the service.
Basic parameters of the VTB 24 Concierge service
Joining this service will provide you with:
- Get the information you need, anytime, in any industry.
- The ability to make a reservation for your favorite product or service.
- The ability to pay for a product or service.
- Possibility to place an order at home or at a specified address.
This service from VTB 24 covers various areas of activity.
For travelers
Travel enthusiasts may request the following information:
- Individual travel regulation.
The concierge service will inform you about the schedule of planes and trains in the desired direction, select direct and connecting flights with the least loss of time, and recommend worthwhile hotels for accommodation. Information is provided anywhere in the world all year round.
- Payment and booking.
The privilege is that the service not only informs you, but also, if desired, makes a reservation and makes payments for tickets, hotels, etc.
- VIP rooms and related services.
The company has taken care of your comfortable stay and waiting at airports in the Russian Federation, Ukraine and abroad. The concierge service will make room reservations upon request, provide fast track service, and others.
- Vehicle rental.
All information about car classes and rental availability will be available through the service. He will also handle all car rental payments.
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Terms of use of the Priority pass card from VTB 24 bank in 2019
- Language capabilities.
24/7 language support in over 69 languages is available to all Premium cardholders. The transfer will be carried out at the same second using 26 call centers.
- Important travel information.
The service will provide detailed information about the country you are traveling 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 protect yourself, restore or make new documents.
For entertainment and leisure
For entertainment lovers, the Concierge service will help with:
- Preparation of events and holidays.
The new service will find you a place with a good location and reasonable prices for corporate parties, birthdays and other events.
- Restaurants, cafes and bars.
The service will reserve a table in one of the first-class restaurants and the best cafe, and will find a bar with the best cocktails at a reasonable price.
- Sports and cultural events.
The service will inform you of what events will happen in the region of your stay. He will inform you about the availability of tickets, pricing policy, and will also give you the addresses of the event and the telephone number of the desired box office where you can purchase them. If you don’t want to go yourself, the service will arrange home delivery.
- Holidays with Concierge service from VTB 24.
You can quickly get yourself in order, work out in the fitness room, or go on an excursion with the Concierge service. Upon request, he organizes any trip.
- Purchasing goods and services.
The best stores with the most varied assortment will be at your disposal. And through the service you can place an order and delivery.
- Gifts and gift certificates.
Delighting your loved ones with gifts - what could be better? Here the service will also become a faithful assistant. He will place an order and send it to the recipient.
- Taxi.
At any hour of the day or night, the service from VTB 24 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 telephone number to clarify the nuances of the drug.
For business
Business services concern:
- Organization of business meetings and negotiations.
A special feature of the services of the Arteko Management Company 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 originates in five-star hotels, where guests with special requests stay. To meet their needs, the hotel has employees (Concierges) whose responsibilities include relieving the client of all everyday and organizational issues. The Arteko company took as the 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 the Arteko Management Company can feel like they are in the best hotel in the world and will be provided with attention 24 hours a day, 365 days a year.
Concierge service services:
- Reception of linen for washing and dry cleaning;
- Ordering air and train tickets;
- Booking hotels in Russia and abroad;
- Organization of apartment cleaning;
- Organization of one-time apartment cleaning work (dry cleaning of furniture, carpets, floor polishing, etc.);
- Ordering tickets to theaters, sporting events, cinemas, show programs, etc.;
- Reserving tables in restaurants and clubs;
- Taxi ordering;
- Ordering a transfer in other cities of Russia and abroad;
- Organization of VIP access at airports in Russia and abroad;
- Information on addresses and telephone numbers of companies in Moscow;
- Financial information (exchange rates, stocks, etc.);
- The best currency exchange rates in Moscow;
- Weather forecast in Russian cities and abroad;
- Ordering air taxis and charter flights;
- Ordering car rentals in Russia and abroad;
- Organization of travel and business trips;
- Organization of festive events (birthdays, anniversaries, weddings, etc.);
- Order and delivery of flowers;
- Veterinary care (including telephone consultations);
- Express food delivery to the apartment;
- Ordering drinking water;
- Ordering courier delivery;
- Translation services;
- Organizing the selection of nannies and housekeepers;
- Astronomical forecasts;
- Call a tow truck;
- Organization of art consultations in leading galleries in Moscow;
- Organization of personal security;
- And many other services.
The provision of concierge services is becoming widespread in Moscow. But to join Concierge service clubs, you need to pay entrance fees and pay membership fees every year, which amounts to thousands and tens of thousands of dollars a year. The concierge service of the Arteko company is provided only to residents of serviced buildings and without payment of annual fixed fees. This makes the provision of services accessible to most residents, which increases the level of prestige of your home.
The idea of creating her own concierge service had been tormenting her since she was studying for a master’s degree. 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 acquired her first skills in interacting with a VIP audience.
Concierge is a person whose responsibilities are to satisfy the requests and desires of clients, as well as 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, the name of Lukoyanova’s company, serves over 160 private clients and more than twenty corporate clients.
Starting a Concierge Business
Julia began to feel the desire to start her own business 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 she discovered an article in a London tabloid 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 amazed and realized that she wanted to engage in such a service.
This is how she describes starting her own business.
The next step was to submit a resume to one of the Moscow concierge agencies, where I was hired to work on the night shift. Despite the need for quick response and extremely delicate treatment of dear (in every sense) clients, which was very difficult for me at first, the occupation 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 brought to Moscow on a special order. We traveled all over the city, but never found the brand he requested. We had to offer an alternative, after which, nevertheless, the guest of the capital was satisfied.
Employees
The time came when I realized that I had mastered the necessary basics and was ready to launch my own business. 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. I invited former colleagues who knew my ambition well and gladly accepted my offer to fill the position of financial and technical directors.
We recruited the rest of the team through the HeadHunter recruiting service. Severe demands are placed on the company's personnel, primarily with regard to communication skills, stress resistance, politeness and tact. Since our service is focused on providing services around the world, employees must have a sufficient level of spoken and written knowledge of common international languages. Great importance is attached to a person’s position in life, his aspirations to carry out assignments, the ability to work on tasks in a team format, and the ability to find a language with other colleagues.
There are special people on staff who analyze exclusive products and offers in Moscow in order to be able to quickly satisfy even the most sophisticated whims of sophisticated clients.
Initial Investment
There is a famous saying in the US that relates to starting a business. She says that to start your own business you need to resort to the three “Fs” - “Family, Friends and Fools”. In my case, the issue was resolved thanks to my relatives and closest friends. I simply turned to them, told them about the advantages of the business that I wanted to create and, thus, received the first investors, collecting start-up capital in the amount of 3 million rubles. Moreover, the support consisted not only of finances, but also of connections and guidance.
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 email or social media. In general, the work is organized according to the principle of a call center, where requests are received or clarified. We recently connected a CRM system for dynamic interaction with suppliers and clients, document flow is carried out through cloud services.
Our presence on the World Wide Web is ensured through a website where basic information on services is posted, as well as price lists and contacts for visiting or communication. The level of services is aimed at the Luxury segment, and this requires an elegant approach to page design 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 online.
Unusual wishes and orders.
Rich people are by nature very eccentric and eccentric, as we have directly seen in the course of our work.
For example, there was a situation when a client approached and asked to find for him a Canadian series that had never been shown in cinemas. A search in Yandex and Google produced extremely modest results and it seemed that I would have to admit my own powerlessness. After several hours of searching, our administrator managed to find the desired film, but it was impossible to download it: it meant watching it only online. I was close to despair until another colleague brought a device for high-quality recording of streaming video from the screen. As a result, we filmed all two seasons and delivered them to the client, who, to our surprise, was as happy as a child.
One day a man called us and said that he and his wife had a problem that did not allow them to have children. Our colleagues asked if he knew where he was going. In response, he said that he knew and was waiting for help. Then our manager had to surf the Internet for several hours, collecting medical information about infertility treatment methods. It is unknown whether this helped the client, but we completed the task.
Another client was remembered for his unprecedented love for animals. He had a habit of traveling everywhere with his Chow Chow dog, which was of advanced age. During one of the flights, the dog died and the client asked to organize an air transfer of her body to her homeland for funeral while he was on a business trip in Moscow.
They even rescued a girl who was traveling from Russia to Ukraine and got stuck on the Kerch Bridge. At that time, military equipment was being delivered through the crossing, and civilian transport was forced to stand in a huge queue. We managed to establish contacts with the management of the control point and persuade the boss to make an exception for our client. There was 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 to this day there are no unfulfilled orders in our agency. Maintaining such a balance is difficult, but it is possible if you refuse customers 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 remain within the legal framework and avoid problems with regulatory authorities.
Of course, we cannot do without excesses. One night we were contacted by a client whose communication style was questioned about her adequacy. There was a demand to immediately find a prostitute for them, and if not fulfilled, the husband would come and start 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 furious client. After a few anecdotes and recommendations about new movies that appeared online, everything fell into place.
Expat Services
Expat (English expat, abbreviated from expatriate, comes from the Latin ex patria “outside the homeland”) - a slang name for foreign specialists, less often a self-name.
A foreign specialist arriving in Russia, in particular in the capital, requires considerable effort to adapt to local living conditions. The urban, crazy rhythm of Moscow can literally unsettle a person and significantly worsen the level of performance. In such cases, our service is more than ever available, by the way, and helps to a certain extent to erase the gap between Russia and the West. Our company conducted a special study of the basic needs of travelers from different countries, on the basis of which a special package of services was formed.
Among our clients there are those who use our services to save money. It happens that they ask for information about the cost of coffee or milk, various food products, and ask for 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, helped in choosing clothes or furniture, and some require the services of an interpreter to communicate with partners. We also provided services for family placement in central areas and for placing children in private kindergartens, which is not so easy to do in Moscow.
Financial question. Profit.
Over the past year, our company's revenue rose to 43 million rubles, of which net profit amounted to about 15 million rubles.
The business model of the service is based on a subscription costing 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 recording appointments, delivering gifts, flowers, food and drinks, delivering a taxi to your home, etc.
For the provision of exclusive, non-standard services, their cost, of course, can increase - it all depends on the imagination and material well-being of the customer. On the other hand, during our work we have managed to establish partnerships with service providers who periodically give us significant discounts and provide us with up-to-date information. Such coordinated interaction allows our company to always be one step ahead of its few competitors.
To order our services, the client does not have to buy a subscription. In such situations, the cost of our services is, on average, 10% of the purchase price, and the higher their cost, the lower our percentage. The client may not be burdened with paying our bills 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 a client contacts us, we can even provide all possible assistance to his friends or acquaintances for free. Practice has proven that this approach works excellently and increases both the flow of our clients and the average bill 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 atmosphere of communication, extending not only to the performance of business tasks, but also to leisure activities. Time and the constantly changing financial situation in the country will tell how realistic this is.
Ideal assistants who can be entrusted with absolutely any task exist and are called concierge managers. These wizards work in agencies, and you can use their services day or night, being completely confident that everything will be done quickly and without unnecessary questions.
Difference in services
Now the market offers us two types of concierge services: banking and lifestyle. They have the same basis - fulfilling customer orders at any time of the day and anywhere in the world. But the operating principles 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 create a list of tasks; the managers take care of the rest themselves.
Banking concierge service is a standardized service available to owners of premium Gold and Platinum cards. The list of services includes a more formal list of functions performed, which in a large company are the responsibilities of a personal assistant to the general director.
If lifestyle service is common in the USA and Asia, then banking concierge service is a priority in 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 a client, his manager can come to a 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, rental, delivery
Banks provide concierge service exclusively to VIP clients. Typically, 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 thousand and a Visa Gold or Visa Infinite card is open.
Depending on what card the client owns, he can receive a different set of services. In the standard version, this includes information and consulting services and booking; in the extended version, this includes organizing and planning the client’s personal time, purchasing gifts for a family on a business trip abroad, and delivering a pet to a veterinarian.
There are also more extensive lists, including translation services, booking tickets (from a hotel to an invitation to Fashion Week or a rocket launch in New Mexico), selection of service personnel (governesses, gardeners, administrators), “sober driver” service, rental of yachts and villas, ordering and delivery of flowers and gifts, representation at auctions, organizing cleaning services, installing alarm systems and selecting security structures, planning routes and trips with constant online support, searching for conference rooms, providing stock exchange reports with analysts’ comments, searching for investors, ordering parts for car, emergency door opening, calling a doctor, organizing treatment in a foreign clinic,
Banks either organize their own services or work with special concierge companies.
Complete all
To get a job in the concierge service, you need to go through almost the same selection process as in the bank security service.
“If you want to create problems for a competitor, then lure away 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 or infringing on someone’s rights and freedoms, then it is usually carried out, despite the absurdity or complexity.”
Anna Gore, an employee of the concierge agency “Business&Privat Concierge” (Berlin, Germany), says: “We work in three shifts, each shift lasts 8 hours, but I’m on call almost around the clock. Clients come with a variety of assignments, 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 with contractors. Our agency has no staff outside Germany. Business trips are very rare; most often we solve all problems online. If the manager says that we need to go somewhere and personally oversee something, it means we are serving a very important client.”
In California (USA), there is a free lifestyle service called Candela Concierge, which performs household tasks: setting up the Internet, connecting a TV, changing a phone number and paying bills, installing an alarm system and personal security. Customers only pay for the work of subcontractors, but at minimum rates, because Candela Concierge has partnership agreements 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 contacted concierge managers of leading banks about 10 thousand times with a variety of orders (statistics of VIP clients). For the most part, the tasks concerned solving problems during foreign trips.
Concierge managers solve absolutely all problems. There are no tasks that they cannot complete. Since last year, banks began 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 expansion of cooperation, which automatically means an influx of funds into the bank.
Alexey Samoilenko, a client of Alfa Bank, Moscow, shares his impressions: “I recently became the owner of a gold Visa card from Alfa Bank. When completing the paperwork, the manager separately drew my attention to the fact that now I have a personal assistant to whom I can entrust the completion of a whole list of tasks (the list ended up being 2 A4 sheets). At first I didn’t even think about calling someone and asking them to do something. When my secretary couldn't connect my flights correctly and I was stranded at the New York airport over my stay, 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, handling ordinary tasks that were previously performed by an assistant. Comfortable. The assistant is busy with important work, and the concierge manager now handles hotel tickets and visa processing.”
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Exclusively for you
Platinum VIP Travel offers a range of services that will satisfy the highest requirements. Your personal Concierge will help in organizing and conducting various events. Will help you choose a luxurious home for living, for an event, relying on your taste and preferences and other services. Choosing gifts for your family, friends, companions. We will fully organize your trip and provide you with luxurious service during your trip.
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Our services:
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- exclusive flights on private jets, as well as regular business class flights;
- yacht charter, car rental from business class to exclusive;
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- programs for lovers of adventure and new experiences;
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Benefits of a luxury holiday
Advantages of cooperation with Platinum VIP Travel obvious.
Only an exclusive holiday, you 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 for VIP clients. At your service you can rent a private jet, villas, yachts, organize a trip on a yacht to the best places in Europe for yachting.
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