Property Management
VIETNAM CAPABILITIES OVERVIEW
PROPERTY MANAGEMENT
PROPERTY MANAGEMENT | VIETNAM CAPABILITIES OVERVIEW
© 2022 CBRE INC.
Creating the Real Estate Solutions of Tomorrow At CBRE, we create the real estate solutions of tomorrow, so businesses and people thrive. We do this through our leading perspectives by our experienced professionals who are global in scale but local in implementation. Our mission is to ensure that our professionals are always fully equipped to better serve you, our valued client. Clients’ satisfaction and delight are our foremost priorities. We think creatively but act pragmatically, and collaborate across markets and service lines when necessary – to bring you the best-in-class real estate solutions.
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PROPERTY MANAGEMENT | VIETNAM CAPABILITIES OVERVIEW
The Global Market Leader With broader and deeper capabilities, CBRE is the leading full-service real estate services and investment organization in the world. We have more than 100,000 dedicated real estate professionals in over 530 offices globally. Our global network keeps us close to our markets and better positioned to serve your commercial real estate needs. With an annual revenue exceeding US$23.8 billion, we have the resources to help solve your most complex real estate challenges. Our range of end-to-end services and real estate expertise help in delivering advantage for every client we partner with.
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#
5
122
2021 Fortune 500 Ranking
US$+23.8B 2020 Global Revenue
+90 6.1B Of The Fortune 100 are CLients
Square Feet Under Management
PROPERTY MANAGEMENT | VIETNAM CAPABILITIES OVERVIEW
CBRE Vietnam CBRE is the global leader in Property Management, with over 350 million square meters of prime commercial, retail, residential and industrial real estate under management: in North America, Europe and Asia Pacific. In Vietnam we manage total 6.3 million square meters, including 1.1 million sqm of commercial/retail and 5,2 million sqm of residential property. The goal of Property Management is to help our clients’ projects become commercially successful in the long term. We achieve this by expanding income flows, careful control of costs, and an ongoing drive to enhance project image and reputation via a continuous focus on customer service and safety. HOW WE CAN HELP YOU — Technical Services & Engineering — Property Client Accounting — Property Management — Digital Platform — Consulting — Sustainability — Fund Accounting & Administration — Entity/SPV Accounting — Tenant Response Centre — Digital Solutions & Advisory — Strategic Sourcing — Bespoke Client Solutions
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PROPERTY MANAGEMENT | VIETNAM CAPABILITIES OVERVIEW
Unparalleled Service Quality Experienced Team
Powerful connections
Global/Regional Support
Digital Platform
Quality Control Standardized SOP
Added value to assets Customized service
© 2022 CBRE INC.
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136 PROJECTS REPRESENTED IN 2021
6.3M
SQM
UNDER MANAGEMENT IN 2021
91 CLIENTS IN 2021
PROPERTY MANAGEMENT | VIETNAM CAPABILITIES OVERVIEW
Scope of Work 1. CONSULTANCY
• Join the journey with Developer from early stages such as technical/design review, budgeting and operational preparation. • On demand consultancy on sustainability
TECHNICAL DESIGN REVIEW Traffic flow, management, operation and arrangement of parking areas and parking facilities. Review design and make recommendations on location, size, design of function rooms, building facilities, public areas and private areas. Review and make recommendations on security including access control, camera layout, security posts in order to ensure security efficiency for the project. Review and make recommendations on the Project’s MEP system
OPERATION CONSULTANCY CBRE Vietnam provide consultancy on project and its facilities regulations. Provide the project’s regulations as a reference for the Project’s Sale Purchase Agreement. Propose content of resident handbook and fitting out guidebook.
Provide/advise on housing unit handover process and relevant documents.
PROPOSE OPERATION BUDGET Calculate Management and Operation Fee, service charge and other facility charges (including parking fee, other service fees such as water rate, facilities fee, deposit for using facilities) and make recommendations on fee collection method. Estimate operation and management costs and provide details of such costs including outsourcing contractors, service agreements, staffing costs, utility consumptions (electricity, water, diesel for generator, etc.), repair & maintenance costs and other costs related to the Operation. Provide estimation of operation costs for the first 02 years starting from the date the Property is completed and put into operation. Provide estimation costs for the pre-opening and details for these costs. While proposing the operation management costs, CBRE will estimate the budget for hiring CBRE’s property full stop at the end.
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PROPERTY MANAGEMENT | VIETNAM CAPABILITIES OVERVIEW
Scope of Work 2. TECHNICAL DUE DILIGENCE & PROPERTY SET UP • Annual or on-demand technical audits • Take over and handover property on behalf of client • Customized SOPs to each property.
ANNUAL OR ON-DEMAND TECHNICAL AUDITS
Driving tangible efficiencies for our clients is the foundation of our approach to building operations, engagement with occupiers, maintenance activities and planned preventative maintenance programs. Our experienced technical and engineering teams develop plans based upon comprehensive analysis of your properties for short and long-term
TAKE OVER & HANDOVER
capital expenditure, giving your investment the competitive edge. Our property managers, facilities managers, and maintenance providers ensure the delivery of the highest level of Health & Safety programing while optimizing building performance and designing interventions aligned with client needs.
CUSTOMIZED SOPS FOR PROJECT DURING SET UP STAGE
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3. PROPERTY MANAGEMENT
Overall management of the building/asset to ensure both operational and financial performance.
PRE-OPENING
• Testing and commissioning MEP system
OPERATION PREPARATION
OPERATION MANAGEMENT PERIOD
• Human resources
• Administration and documentation
• Accounting/finance
• Technical management
• Refine operation budget (including pre-opening budget)
• Operating procedures
• Staff recruitment and training
• M&E takeover
• Risk management and fire fighting prevention
• Vendor/Supplier procurement and subcontracting
• Outsourced services/ sub-contractors
• Tailoring SOPs and templates (including resident handbook and fit-out guide
• Residential management application set up
• Support apartment handover team • Fitting out supervision • Review building’s facilities, signage, traffic flows, parking arrangement
• Support apartment handover to buyers
• Fitting out management • Reporting • Outsourced services management • Costs and expenses optimization • Customer care • Residential management application • Other added services for project
PROPERTY MANAGEMENT | VIETNAM CAPABILITIES OVERVIEW
© 2022 CBRE INC.
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Flexible Operation models AGENCY MODEL
Service Agreement
Developer
Service Charge and other income from Tenants/Bulding
Developer Bank Account
CBRE Provides Developer to provide
Staffing
CBRE to manage
Security
Pest Control
Cleaning
Landscape
Administration
Waste Collect
Consumables
Maintenance
Energy
Public Relation
Events and Decoration
PROPERTY MANAGEMENT | VIETNAM CAPABILITIES OVERVIEW
Flexible Operation models RECHARGE MODEL
Sign Contract
Service Charge and other income from Tenants/Bulding
CBRE to sign contract
Developer
Developer Bank Account Developer to provide
Staff Security
Pest Control
Cleaning
Landscape
Administration
Waste Collect
Consumables
Maintenance
Energy
Public Relation
Events and Decoration
CBRE to approve disbursement
CBRE Bank Account
© 2022 CBRE INC.
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FULL PRINCIPLE MODEL Developer/BOC
Sign Contract
Security Pest Control Cleaning Landscape Administration Garbage Collection
CBRE to issue VAT invoice for project’s income
CBRE to open Operation Bank Account
CBRE Service Fee to be paid from Project
Consumables Enegy Insurance
Project income Service Charge, rental from pulic area, other exploitation income
Staff CBRE Operation Bank Account
CBRE to approve disbursement
Events and Decorations Other Operational expences
PROPERTY MANAGEMENT | VIETNAM CAPABILITIES OVERVIEW
CBRE Network Regional Expertise CBRE is the world’s largest commercial real estate services firm. With over 530 offices in 100 countries, our extensive global network enables us to deliver a seamless and consistent client experience across all markets. Our Property Management team operates across all major commercial real estate sectors in key locations and our in-depth market knowledge and cultural insights have led to strong track records in the region. We can connect you with the right people, the right resources and capital, assisting you to execute optimum investment strategies. Our team of experts bring together a unique combination of transactional, corporate and operational experts with unrivalled knowledge of every aspect of the real estate sector.
Rejash Pandit
Jim Jones
Managing Director, India
Head of Business Operation
Craig Hudleston
Ngoc Chu
Global COO
Director, Vietnam
© 2022 CBRE INC.
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PROPERTY MANAGEMENT | VIETNAM CAPABILITIES OVERVIEW
Team profile
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PROFILES PROPERTY MANAGEMENT SERVICES
Chu Thi Minh Ngoc Director, CBRE Vietnam T + 84 28 6284 7668 M +84 904 428 000 E ngoc.chu@cbre.com 13 Floor, A&B Tower, 76A Le Lai, Ben Thanh Ward, District 1, HCMC
Professional Experience
Clients Represented Phu My Hung Gaw Capital Viettel land Gamuda Land Khang Dien Phu Long Hado Group VP Bank Keppel Land Mapletree Novaland Capitaland
Pro Affiliations / Accreditations • 2001 – BA, University of Social Sciences and Humanities, Hanoi • Building and Condo Management Certificate, Leadman, Vietnam
National Head, Property Management, Ms Ngoc is overall in charge for service provided to clients as well as ensure the performance of team. She works with strategic partners and offers solutions to their requirements on property and asset management. She builds and leads an experience, skillful, professional team and ensure CBRE’s competitive advantage as the reputable position in the market. A 20 years’ experience veteran in property management and asset management. She leads CBRE’s property management team of 1,200 staff in Vietnam. Ms Ngoc has held previous roles for Mapletree, Regus, Ascendas-Singbridge and in charge for operations and asset management of high-end properties such as Pacific Place (Hanoi), Centre Point (HCMC) and OneHubSaigon (HCMC).
PROPERTY MANAGEMENT | VIETNAM CAPABILITIES OVERVIEW
PROFILES PROPERTY MANAGEMENT SERVICES
Tran Minh Tu Senior Associate Director, CBRE Vietnam M + 84 90999 1819 E minhtu.tran@cbre.com 13 Floor, A&B Tower, 76A Le Lai, Ben Thanh Ward, District 1, HCMC
Professional Experience
Clients Represented Phu My Hung Vincom Viettel land Refico Indochina Capital Khang Dien Phu Long Deutsches Haus Hado Group VP Bank Keppel Land Kien A Novaland Hoa Lam Techcom Captial SSG Hoang Anh Gia Lai MIK Group
Pro Affiliations / Accreditations • Master of Business Administration, Edith Cowan University, Australia • Bachelor of Art, Ho Chi Minh City University of Economics, Vietnam • Presentation Skill, Speak First. • Foundation of Management, CBRE Vietnam • Building and Condo Management Certificate, Leadman, Vietnam
His roles and responsibilities are working with clients as a strategic partner to identify and provide clients with service solutions that are tailored to full fill all requirements and desires of the real estate owners at all development stages of the properties varied from the design to operation. He is also responsible to support the Director of Asset Services in developing Asset Services Team to ensure maintaining CBRE’s competitive advantages and leading position in the Vietnam’s property management market through develop and implement staff development strategy, business risk mitigation plan and marketing strategies. Minh Tu Tran has over 10 years’ experience in real estate (and previously sourcing) operations. Joined CBRE in 2008, he has participated in management and operation activities of various properties ranged from commercial to residential and mixed uses, from setup the properties during construction stage and putting the project into operation. He gained skills and experiences in all facets of property operations including budgeting, subcontracting, customer services, marketing and leasing, tenant management, quality control, design review and risk management.
© 2022 CBRE INC.
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PROFILES PROPERTY MANAGEMENT SERVICES
Ngo Ngoc Huyen Senior Manager/ Property Management Ha Noi , CBRE Vietnam T +84 24 222 00 220 M +84 902 181 168 E huyen.ngo@cbre.com 6th Floor, BIDV Tower, 194 Tran Quang Khai Str., Hoan Kiem District, Hanoi
Professional Background
Clients Represented T.H.T S.S.G Ecopark Vietracimex TNR Indochina Plaza Hanoi VP Bank FLC Kinh Do TCI Global Toseco Vinaconex CEO SSG Gelex Land Bac A Doji Land Thang Long UDIC Bac Ha Richy
As Senior Manager – Property Management Hanoi, Huyen is responsible for delivering Client Solution, Business Development and Consultancy Services to CBRE clients in Hanoi, Vietnam Huyen oversees the performance of Property Management, Facilities Management, Outsourcing and Procurement solutions across over one million sqm of commercial, residential and hospitality real estate in Hanoi. With a diverse range of clients: from investors to occupiers; local to international; private, government and institutional, Huyen ensures that solutions & strategies are implemented effectively to client expectations
Experience With over 20 years’ experience in real estate and general contractor business development, Huyen has acquired a hospitality mindset, long term perspective, commercial awareness and flexible approach. This has earned her the trust of local and international clients, which has helped CBRE Property Management service to grow rapidly in Vietnam. She has very good skill of business development and experience of property set up, transitions, handovers and consulting, and also successfuly launched CBRE’s Sustainable Service in Vietnam
Pro Affiliations / Accreditations
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• Hanoi University - Foreign Language (1997)
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• Phuong Dong University – Business Management (1999) • Real Estate Broker & Valuation Certificate (2010) • Real estate agents training course, Texas, US (2011
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Haven Park/ Sol Forest/ Condominiums/ Client solution & Set up Consultant My Dinh Pearl / Condominiums/ Client solution & Set up Consultant Hinode City / Condominiums/ Client solution & Set up Consultant Starlake / Condominiums/ Client solution & Set up Consultant Indochina Plaza Hanoi / Mixed Use/ Client solution & Set up Consultant Kinh Do TCI/ Mixed Use/ Client solution & Set up Consultant Sun Square – Thang Long UDIC/ Mixed Use/ Client solution & Set up Consultant
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• • • • • • •
FLC Twin Towers - FLC Land/ Mixed Use/ Client solution & Set up Consultant Gelex Land/ Office/ / Client solution & Set up Consultant Doji Land/ Codominiums/ Client solution & Set up Consultant Golden Westlake – Tung Shing/ Set up Consultant Central Point – Bac Ha/ Mixed Use/ Client solution & Set up Consultant Richy/ Office/ Client solution & Set up Consultant Vinaconex/ Office/ Client solution Bac A/ Office/ Client solution
PROPERTY MANAGEMENT | VIETNAM CAPABILITIES OVERVIEW
CASE STUDY HANOI, VIETNAM
Viettel Group Background Client: VIETTEL ASSET MANAGEMENT COMPANY Viettel is a defense economic enterprise with 100% state capital, owned by the Ministry of Defense and is a military enterprise doing business in the field of post and telecommunications and information technology. With outstanding scale and development strategy, Viettel has a portfolio of 303 properties spread across the country.
Challenge Consulting project on management and operation of asset system of Viettel group
How CBRE created advantage Not only directly managing the operation of Viettel’s headquarters at Building Viettel D26 (HN) and Building Viettel 285 (HCMC), CBRE is honored to be selected as Viettel’s strategic partner in the Consulting Project on Management and Operation of Asset System of Viettel Asset Management Company. After consultation period, CBRE’s consulting team at the project provided Customers: 10 general procedures, 2 sets of regulations, 8 sets of complete operating procedures for Key buildings, 4 sets of complete operating procedures for the system of Provincial/District/Warehouses, Stations, and General Stations. (Each set of operating procedures includes Standards, guidelines & forms for outsourced, technical, customer care services...) & KPIs for each title & operating quota. This set of standards has contributed to Viettel to manage and operate buildings with high quality.
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PROPERTY MANAGEMENT | VIETNAM CAPABILITIES OVERVIEW
CASE STUDY PHAN THIET, BINH THUAN
NovaWorld Phan Thiet Background Client: NOVALAND GROUP Topline: Large scale township NovaWorld Phan Thiet is a largest township project developed by Novaland Group in Phan Thiet.
Challenge The whole project is divided into various phases and is scattered across over 1,000 ha with various facilities including golf course, sport facilities, hotels, villas, town houses, theme parks and beach front recreation facilities. The project operation will be expected to come along with the construction in the next few years. Nevertheless, Novaland Group aims to bring to residents of NovaWorld Phan Thiet a wonderful living experiences within the target fund that are needed to be carefully planned.
How CBRE created advantage Since Phan Thiet is a relatively new market for CBRE’s PM services, CBRE suggest a principle model to increase the level of control and enable faster response to daily change in operation.
CBRE setup an operation team with key staffs combining hospitality and residential background that can understand and cope with the nature of the Project. CBRE team not only joins the daily operation but also consult Novaland in all design aspects of the project’s faciltiies, helping Novaland to improve the design and facilities for the future phases of NovaWorld Phan Thiet.
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PROPERTY MANAGEMENT | VIETNAM CAPABILITIES OVERVIEW
CASE STUDY THU DUC CITY, HCMC
d’Edge Thao Dien Background Client: CAPITALAND -THANH NIEN CO.LTD Topline: A Glimpse At Inspiring Life Location by the river of life is set to bring abundance of wealth and financial opportunities to all Residents.
Challenge Located within the most upscale neighborhood of the city, the Residents of d’Edge come from variety countries with the high demand of 5-star service. At d’Edge Thao Dien, Residents can enjoy classic Wine & Cigar Lounge, Communal Workspace & Reading Lounge, Alfresco Dining Area, crystalized Party House, Sky-Infinity pool…Building itself is the piece of art where each Resident is a discerning viewer.
How CBRE created advantage Digitizing the operation management by applying Building Management Application. CBRE Management Office has contactless engagement with residents. Any registration/booking/ request can be made online and feedback will be sent in the blink of an eye. The announcement is automatically sent via email or viewed on mobile app. Not only being fluent in English, CBRE staff are also confident in social skills which bring out the efficient assistance in daily activities of Residents.
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PROPERTY MANAGEMENT | VIETNAM CAPABILITIES OVERVIEW
Our Clients
(2018 - 2021)
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PROPERTY MANAGEMENT | VIETNAM CAPABILITIES OVERVIEW
TRACK RECORD CONSULTANCY
ASTRAL CITY
ARIA DANG NANG
Location
Di An, Binh Duong Province
Location
Da Nang City
Service
Consultancy + Property Management
Service
Consultancy
LAVIDA RESIDENCES
THE RESIDENCE PHU QUOC
Location
Vung Tau City
Location
Phu Quoc City
Service
Consultancy + Property Management
Service
Consultancy + Property Management
© 2022 CBRE INC.
LOW RISE
PALM RESIDENCE
VENICA
Location
Thu Duc City, HCMC
Location
Thu Duc City, HCMC
Service
Property Management
Service
Property Management
DRAGON VILLAGE
XANH VILLAS
Location
Thu Duc City, HCMC
Location
Thach That, Ha Noi
Service
Property Management
Service
Property Management
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PROPERTY MANAGEMENT | VIETNAM CAPABILITIES OVERVIEW
TRACK RECORD HIGH RISE
TILIA RESIDENCES
SUNRISE CITY SOUTH
Location
Thao Dien, Thu Duc City, HCMC
Location
District 7, HCMC
Service
Property Management
Service
Property Management
FLC SEA TOWER
INDOCHINA PLAZA HANOI
Location
Quy Nhon, Binh Dinh
Location
Cau Giay, Ha Noi
Service
Property Management
Service
Property Management
© 2022 CBRE INC.
OFFICE
VIETTEL TOWER
CII
Location
District 10, HCMC
Location
Binh Thanh District, HCMC
Service
Property Management
Service
Property Management
VINACONEX TOWER
VPBANK TOWER HANOI
Location
Ba Dinh, Hanoi
Location
Lang Ha, Dong Da, Hanoi
Service
Property Management
Service
Property Management
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PROPERTY MANAGEMENT | VIETNAM CAPABILITIES OVERVIEW
How can we help?
Ngoc Chu
Huyen Ngo
Tu Tran
Director +84 90 442 8000 Ngoc.chu@cbre.com
Senior Manager +84 902 181 168 Huyen.ngo@cbre.com
Senior Associate Director +84 90 999 1819 Minhtu.tran@cbre.com
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