A Case Study
Concierge Team Pty Ltd (aka Apartments of Melbourne) Australia
Apartments of Melbourne (AOM) is a 4-star self-serviced or self-catered accommodation business in Melbourne’s favourite CBD locations providing their guests the benefits of apartment living for business and leisure travel, as well as the value, choice and flexibility that simply isn’t available in traditional hotels. Apartments of Melbourne is simply your perfect home away from home.
The challenges of managing internet, networks, HR and offices and other non-essential activities became too taxing for the business’ internal resources so Apartments of Melbourne explored the idea of offshoring and looked for a small boutique company to partner with in Manila and found Booth & Partners.
They also offer a 24-hour emergency support service, a 1-300 support line, and a website chat support service. One of the challenges AOM has also encountered is the cost to maintain an in-house team.
AOM needs staff to cover the different channels of customer support: Guest Support Coordination and Sales.
Staff and Human Resource Management
Associate Engagement and Labor
Relations, Record Keeping
Operations Oversight and Client Support
Key Outcomes: We were able to build a team of 6 including a Concierge Service Manager who are all skilled, experienced and self-managed. Having freed up the client’s resources by outsourcing to B&P has significantly increased their customer satisfaction score and reduced backlogs in customer concerns resulting to improved sales and booking rates.
Technical Highlights: B&P provides a great office environment, located in a secure and safe building in the heart of Makati CBD, the South Yarra of Manila. Facilities include fast internet service with multiple redundancies and back-up power and 24/7 IT Support, and technical solutions such as VoIP, CRM and Productivity tools, Business Analysis & Reporting.
Added Value: Finding the right people for the roles and working closely with B&P Recruitment to identify skill set and hiring requirements. AOM now has their own personalized private office within our B&P HQ with full support of a complete human resource team, back-up of an IT Team and Operational excellence.
“When I did this, it was important to me that I found a company that would treat us as a partner, not a number. In finding Booth & Partners, we found a smaller boutique agency which understood small business, understood the local issues and understood the Australian market. We found a partner that could work with us as we grew and help us to develop the systems and resources necessary to successfully outsource to the Philippines.”