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Concierge Services: are they worth it?

In today’s competitive world of apartment development, developers, sales agents and property managers are increasingly focused on providing residents with a ‘luxurious’ and convenient living experience. More and more apartment buildings are adding concierge services to their list of amenities. Put simply, a concierge is a virtual one-size-fits-all provider of personalised services – from welcoming residents and visitors, hailing a taxi, dealing with tradespeople, accepting and storing deliveries and parcels, to making sure the building is secure.

“For many, concierges aren’t just conveniences but rather essential services for busy lives,” says BMAUS General Manager Ben Mees. “The concierge puts a ‘face’ on the building. They meet and greet, open doors, assist with luggage and deliveries, provide an added layer of security – and they provide familiarity. It gives residents and strata managers peace of mind knowing the building is being well looked after and it helps enhance residents’ lives and the value of their apartments.

“In fact, with both large and prestige apartment buildings, a concierge is a must-have service. High-rise and multi-complex apartments have a high number of residents, making a concierge service a necessity rather than a luxury. And with prestige, high-end apartments, owners and residents expect a high level of service in return for their outlay.”

Building Management Australia (BMAUS) provides provide flexible, tailored concierge services – whether a part-time or full-time concierge is required, or whether 24/7 multi-unit entry access is needed. All BMAUS concierges are friendly and professional, with good communication and organisational skills. Many have customer service and guest services backgrounds in hospitality and five-star hotels, which has given them experience in delivering high-quality service and juggling multiple requests at a time. As many often go the extra mile for residents and Strata Managers, they quickly become a valued part of the building.

“At the start of – and during – the pandemic, particularly during lockdowns, the value of having a concierge quickly became known,” says Mees. “With many of our buildings’ residents working from home, our concierges were busier than ever. In a lot of cases, they became defacto PAs, assisting residents through this challenging time. Parcels were sent and arrived constantly, meals, groceries and parcels were arriving en masse. Our concierges made a huge contribution to the residents, making a difficult time more bearable.”

6 benefits of BMAUS’ tailored concierge services

Selling point
To maintain a competitive edge, developers are increasingly adding concierge services as an amenity in order to enhance the appeal of an apartment building. Not only does having a concierge ‘look good’, it’s an added selling point to entice buyers and tenants and it helps justify the price/rent. What’s more, if competitors are offering such service, it’s important to match or out-do the competition. It’s a win-win for developers, owner-occupiers, landlords and tenants.
“The quality of a property’s amenities plays a huge role in the sales price and rentals that can be achieved. For landlords, a high-end concierge and amenities offering can significantly increase rental returns,” says Mees. “Residents – whether owner-occupiers or tenants – look for differentiating factors.”

Enhanced security
Having a person at the front desk is a good deterrent to anyone trying to unlawfully gain access. The concierge can track who comes in and who goes out, ensure contractors and visitors are signed in and accounted for, check identification, supervise common areas, monitor CCTVs and report any suspicious activity to keep residents safe.

“Our concierges help improve security by being another set of eyes and ears; they see everyone who enters the building, monitor their movements and notice unusual behaviour,” says Mees. “They will also contact the police at the first sign of an incident, such as a break in, theft or assault, and assist them when they arrive. Concierges help make residents feel more supported and secure.”

Enhanced liveability
Concierges create a welcoming environment and enhance residents’ lives by providing a wide range of services tailored to suit their needs, such as:

• Greeting residents and visitors
• Opening doors
• Assisting with luggage and deliveries
• Accepting and dispatching parcels and letters
• Storing refrigerated items and food deliveries
• Pick up and delivery of prescriptions
• Running day-to-day errands
• Booking taxis and transfer services
• Arranging relocation services
• Organising the collection and return of dry cleaning
• Organising access to apartments for approved trades and cleaners
• Providing information on local entertainment, sights and activities
• Recommending and booking restaurants, tickets for shows, salon appointments
• Provide travel services
• Arranging ‘ready to move in’ starter packs for new residents
• Ordering flowers and their delivery

“As more people have been working from home over the past almost two years, we’re finding new dimensions to the service are being constantly added,” says Mees.

Improved health and safety
BMAUS concierges help improve the health and safety of residents in many ways, from ensuring everyone in the building adheres to health and safety regulations – such as asking children not to run indoors and tenants not to overload the lift when moving in and out – to making sure everyone abides by current COVID-19 safety regulations.

“Concierges are a building’s ‘gatekeeper’, keeping everyone safer,” says Mees. “They won’t let visitors, contractors or couriers enter without a mask and they remind residents and their guests to wear them whilst in the common areas. Our concierges have also been the first to attend to a resident in a medical emergency, calling an ambulance and notifying and comforting their family. Some years ago, one of our concierges even performed CPR on a resident until paramedics arrived.”

Reduce costs, save money
BMAUS concierges work as a team with our Building Managers to ensure the smooth operation of their buildings. When the Building Manager is off site, the concierge will assume many of the manager’s duties to ensure uninterrupted service to residents.

“Our Concierges can reduce building operation costs and save residents money by helping reduce the incidence of break-ins and letter and parcel theft, ensuring food deliveries don’t perish or go astray, and identifying issues and organising repairs before it becomes a more costly reparation or replacement,” explains Mees

An affordable ‘luxury’
With just one concierge, residents enjoy many benefits and get incredible return on the outlay. The cost of a BMAUS Concierge is spread across many owners, making this service more affordable. When people invest in a high-end apartment, they expect a high level of service, and a BMAUS concierge can deliver this. Who doesn’t want happier residents and tenants and more desirable apartments?

To discuss your concierge needs, please contact Building Management Australia on (02) 8356 7127 or email info@bmaus.com.au

BMAUS Proposal Request

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Building Managers provide a variety of services that help create a more convenient, efficient and cost-effective building. Strata buildings that have numerous lots – residential, commercial, retail – have an increased amount of traffic and activities which require a professional building manager to oversee and mitigate.

The costs of employing a single building manager can be significantly smaller than contracting individual roles simultaneously. Additionally, the costs of maintaining a building are additionally less than repairing problems. Having a service that helps preserve and enhance your most valuable asset is a smart investment.

Building Managers organise, control and delegate the strategic and operational management of a building. They are based on-site with a dedicated office from where they manage contractors and suppliers carrying out maintenance and upgrades and provide services such as security, cleaning, and property maintenance. Building Managers can issue keys, accept parcels and manage the adherence of the occupants to the registered by-laws.

Bmaus can assist the owners’ corporation with:
– The management of common property
– Controlling the use of common property by tradespersons and other non-residents
– The maintenance and repair of common property
– Duties such as concierge, security and cleaning

Building Managers usually manage strata buildings greater than 70 lots, however, they can manage smaller strata on a part-time basis at the Strata Committee’s discretion.

Strata Managers take direction from a building’s strata committee and their role involves duties similar to those of a banker, administrator and lawyer. Strata Managers manage the funds of the building’s owners, issue levy notices, pay contractors, and ensure the owners are complying with strata laws.

Building Managers are appointed by members of a Strata Committee. They are appointed at an AGM or EGM and are administered by the Strata Committee via a Strata Agent.

The Strata Committee of the owners corporation represents owners or owners’ nominees. It is responsible for the day-to-day running of the strata scheme and is elected at each annual general meeting (AGM). The owners corporation decides the number of strata committee members for the coming year at each AGM. An owners corporation may also employ a Strata Managing Agent and/or Building Manager to carry out some, or all, of the responsibilities of the strata committee.

Bmaus can provide a full-time or part-time Building Manager. Your building’s size, amenities and management requirements, as well as your budget, largely determine whether you require a full-time or part-time Building Manager.
Bmaus’s building management contracts are for a minimum of two years.

We create a tailored quote by discussing your tenant’s requirements and by conducting an on-site scope of work to assess your building’s maintenance and management requirements such as security, cleaning, coordinating/overseeing repairs and renovations, provision of valet parking, concierge, and/or mail/parcel management, and facilities maintenance such as gardening and maintenance of amenities such as gyms and/or swimming pools.

Yes, our Building Managers are experienced in managing buildings that have a mix of residential and commercial lots. Each of our managers has a strong understanding of the different tenant and operational requirements of mixed-use buildings.
Yes. All building management contracts can be redetermined as needed. Changes quite often occur in the first year of management as the building’s requirements become more fully known.
Ultimately, our Building Managers report to the strata committee, usually via the Strata Manager. Bmaus provides a comprehensive and thorough report on the building’s activities, which is issued either monthly, quarterly or biannually depending on the Strata Committee’s needs. In addition to the reports and the Building Managers, we also have a relationship manager and general manager who are always on-hand to provide support.
Bmaus has managers who work on the weekends, and some buildings have split shifts with two managers performing a total of 12 hours of onsite management. As always, we adapt services to meet the needs of the building and our clients.

Bmaus has managers who operate as full-time managers, part-time managers and, in some instances, a combination of remote and onsite managers. As with all our services, we tailor the manager’s hours to meet the needs of your building.

Bmaus employs several ‘floating’ / ‘relief’ Building Managers who are acquainted with your building and its operation and maintenance requirements. This ensures a continuity of quality service during times of leave.

Taking Building Management to a new level

Professionalism is key

Bmaus is an integrated building and facilities management company that has evolved to meet the needs of today’s strata buildings.

Most importantly, we understand we are a services company entrusted with the care and comfort of your homes.

With this in mind, we offer highly professional Building Managers with the necessary skills and aptitudes to meet the needs of your strata, from the simplest to the most complex.
Bmaus is the solution you’ve been looking for.

Our team members have strong expertise and experience in the following:

• Compilation of building defects
• Control of key and access systems
• Management and audit of security operations
• Supervision of communications systems
• Operation of concierge and reception service
• Reporting and advising the owners corporation of all building issues
• Supervision of contractors
• Control of furniture and goods entry and exit
• Enforcement of by-laws and rules relating to the property
• Attending owners corporation and other relevant meetings

To find out more about our services and how we can improve your building’s management, please contact us on 02 8356 7127 or email info@Bmaus.com.au

We look forward to being an integral part of your building’s success!

Address:
Level 1, 23-25 Bay Street
Double Bay, NSW 2028.

Phone:
02 8356 7127

General Enquiries:
info@bmaus.com.au