VIP Resident Operations Management

Please provide the content you would like to have translated into English.

Demego is one of the leading companies in the field of managing and operating buildings, apartments, and urban areas, always striving to provide high-quality services to meet the increasingly diverse and upscale needs of residents. Demego’s VIP resident service is a clear demonstration of this commitment, with the goal of delivering the most luxurious and convenient living experience to customers.

1. Overview of the demand for high-end real estate services worldwide

Rick Barrett, Chairman of Barrett Lo Visionary Development and the investor behind The Couture, once said: “When you control large-scale projects, you can equip them with more amenities. And when you have more amenities, you’ll outshine your competitors.” This indicates that the real estate market of the future will belong to high-end real estate brands that optimize the highest quality of life for residents/customers.
The rapid increase of the ultra-wealthy class and high-income individuals in many countries has driven the demand for high-end real estate services.
Indeed, in recent years, the demands of residents/customers regarding “living spaces” have continuously risen. These spaces are no longer just places to live; they are where individuals fulfill their need for luxury and comfort that match their personal level of status. According to a report by Savills World Research, the global luxury real estate market is expected to grow by about 5-10% annually from 2020 to 2025. This reflects the significant increase in demand for VIP services in high-end residential complexes. In Asia, especially in major cities like Singapore, Hong Kong, and Tokyo, the luxury real estate market has seen annual growth of up to 15%. The demand for VIP services in this region is particularly high due to the rising number of wealthy residents and international professionals. Recognizing the potential demand in the VIP resident market today, the leadership of Demego, with over 20 years of experience in the industry and a strategic vision, has made thorough preparations to lead the trend of VIP services for residents in Vietnam.

2. What is VIP Resident Service?

2.1 Who are VIP residents?

VIP residents in high-rise buildings/complexes are individuals or families who have high demands for comfort, services, and quality of life. They belong to the upper or upper-middle class, with high incomes, and are willing to pay more to ensure a luxurious, safe, and convenient living environment. VIP residents include businesspeople, professionals, celebrities, politicians, investors, and families with high incomes. The rise of this group has driven the rapid growth of VIP services in high-end residential complexes in Vietnam and globally.

2.2 What services are included in Demego's VIP Resident Service?

To meet the needs of VIP residents, Demego provides high-quality, premium services tailored to the individual needs and preferences of each resident or customer. Notably, the personnel serving VIP residents at Demego are carefully selected based on a clean background, educational qualifications (including English proficiency), a polished appearance, good health, and a professional work attitude. Demego provides the following premium services for VIP residents:
2.2.1 Family Assistant Services:
  • Home Management: Includes organizing, cleaning, and maintaining the home, ensuring the living environment is always clean and tidy.
  • Grocery Shopping and Cooking: Catering to the culinary preferences of VIP residents with meals prepared according to their tastes and nutritional requirements.
  • School Drop-off and Pick-up: Providing a private driver and luxury car for picking up and dropping off children at school.
  • Laundry and Wardrobe Care: Premium laundry services, including care and maintenance of daily clothing as well as special garments.
Some of the VIP resident services at Demego, such as grocery shopping and cooking, full apartment cleaning, butler services, etc., are available through the DemePro app.

2.2.2 Security and Personal Protection Services – 24/7 Security: A professional security team monitors the property 24/7 to ensure the safety of residents and their assets. Not only during office hours, but also at any time residents need assistance, Demego's security staff is always ready to help. – Advanced Security System: The use of advanced and specialized security technologies, such as surveillance cameras, alarm systems, and access control. This ensures that residents' living spaces remain private, safe, and free from unauthorized access. 2.2.3 Comprehensive Health Care Services Health is a top priority for residents. Therefore, Demego provides comprehensive and optimized health care services, including: – 24/7 In-Home Medical Services: Doctors and nurses visit residents' homes for check-ups, health consultations, and basic treatment. – Appointment Scheduling: Assistance with booking appointments at top hospitals, clinics, and medical specialists. – Nutrition and Fitness Consultation: Nutritionists and personal trainers provide customized workout and nutrition plans for residents. 2.2.4 Entertainment and Relaxation Services – Private Event Planning: Organizing parties, family events, or gatherings with friends according to residents' preferences and needs. – Restaurant Reservations and Event Tickets: Assistance with booking reservations at premium restaurants, purchasing movie tickets, concert tickets, and tickets to other entertainment events. – Spa and Beauty Services: Offering beauty treatments, skincare, and relaxation massages at home or at trusted partner locations. 2.2.5 Transportation Services – Luxury Car Services: A professional driver team and luxury vehicles are available to serve residents whenever needed. – Flight and Tour Booking Services: Assistance with booking flights, hotels, tours, and organizing business or leisure trips.

3. Why Demego is Confident as the Leading Provider of VIP Resident Services

3.1 Smart Property Management Software - DemePro

– DemePro meticulously manages finances, reporting, and reconciling monthly expenses, helping customers track data and balance their spending more efficiently. – Residents/customers can easily update news and information about the building, complex, or development through the DemePro software provided by Demego. – Direct cost inquiries and payments are simple through various applications such as MOMO, Viettel Pay, Payoo, etc. – Resident requests and complaints are swiftly addressed and resolved. – Easily register for services such as moving goods or building amenities through the DemePro app without having to visit the reception desk.

3.2 SLA-Standard Personnel

Demego always places great emphasis on enhancing the professional skills of its employees.
With its technological strengths and appropriate investment in human resources, Demego is considered one of the few companies in Vietnam pioneering the application of SLAs standards in property management and real estate operations. These are the service quality standards that Demego commits to its clients.
  • DIRECT MONITORING - a comprehensive tracking of processes, costs, and personnel on technology platforms for all participants, using a single app, DemePro.
  • PRECISE MEASUREMENT - specifically the speed and content of feedback from stakeholders and the satisfaction level of residents/customers at any time through reports, statistics, and metrics displayed simply and clearly on the technology platform.
  • SYSTEMATIC TRAINING - thorough training of personnel both offline and online through the most advanced online training system, maximizing the diverse features of the software system. Every Demego employee undergoes a rigorous process from recruitment to training and testing to master the entire technology system and absorb the company’s service philosophy before officially starting work.
  • REGULAR UPGRADES - in line with the development trends of technology both in Vietnam and globally, ensuring that the user experience is always impressive.
3.3 Quality Management Standards Based on the Servqual Model: This is a method of measuring service quality based on the actual customer experience, with five criteria: Reliability, Responsiveness, Assurance, Empathy, and Tangibles. Where: 1 - Reliability is the ability to provide/performance services as promised from the very first time. 2 - Responsiveness refers to the willingness to support customers and provide services promptly. 3 - Assurance reflects professionalism, service methods, and friendly interactions with customers. 4 - Empathy demonstrates care and attention to customers based on their perspectives, viewpoints, preferences, etc. 5 - Tangibles are the physical facilities, equipment, modern technology platforms, or staff uniforms. With the leadership team's vision and direction, the competence of its workforce, and the support of the intelligent technology DemePro, Demego is confident in providing VIP residents with personalized, high-quality services that meet the highest standards. This not only optimizes the needs of VIP residents but also enhances the status and value of the Vietnamese real estate market on the global stage.