Chief Announcement:……….1
1. Super City Introduction………...5
1.1 Super City Branches across China... ...5
1.2 Company Structure ...6
1.3 Our Team...7
1.4 Super City’s Business Strategy... ...8
1.5 Mission Statement...9
1.6 Corperate Client Profile... ...10
1.7 Our References...13
2. Well Prepared Staff...17
2.1 Customer Service Training... 17
2.2 Hiring Customer Friendly, Motivated Employees...17
2.3 Super City – a Customer-Oriented Company...18
3. Residential Service Procedure...20
3.1 Expatriate services in Beijing...20
3.2 Pre-arrival...21
3.3 Arrival...22
3.4 property search...23
Company Structure
Super City Group
Purchasing
Leasing, Project Marketing, Asset
Management, Investment Consultation
Media
Shanghai Houselinks Co., Ltd.
Beijing Beyond Property Consultant Co., Ltd.
Shanghai Super City Property Consultant Co.,
Ltd.
Beijing Super City Property Consultant Co.,
Ltd.
Chongqing Super City Property Consultant Co.,
Jiangsu Wall Street Investment Consultant Co.,
Ltd.
Shanghai Super City Business Consultant Co.,
Ltd. Shanghai Super City Advertising Co., Ltd.
Beijing Tiansheng East Advertising Co., Ltd
Our Team
Super City Realty
International Market
Japanese Market
Residential Department
Commercial Department
Project Department
Residential Department
Commercial Department
Management
Board
Associates
Associates
Associates
Associates
Associates
Account
Account
Manager
Department Assistant
Department Assistant
After Sales Service
After Sales Service
Marketing
Department
25 Associates providing
professional services
Well-trained staff working
as after service
Marketing department
assists our associates
closely
Residential Leasing
Commercial Leasing
Industrial Introduction (warehouse, factory building leasing)
Property Selling & Purchasing
Advertising (Magazine)
Investment Consulting (market survey, set up of corporate)
Visa & Certificate Application (health certificate, work permit
and residence permit)
Project Marketing and Sole Agent (Commercial & Residential)
Assess Management
BUSINESS STRATEGY
S
Satisfaction
U
Utmost
P
Professionalism
E
Excellence
R
Reputation
C
Consistence
I
Influence
T
Trust
Y
Yes, we can do it!
Customer Service Training
As a service oriented organization, Super City continuously pursues the improvement of
service quality. One of the foremost ways we adapted to see improvements in customer
service is through systemized customer service training programs. A training program
enhances not only customer service but Also teamwork, communications, and management
understanding of its role in customer service.
Training is not a panacea but rather a key component in the service improvement plan. Super
City’s training programs include different types of workshops on a variety of topics,
Including:
Awareness building
Customer service skills
Internal customer service
Service management
Hiring Friendly, Motivated Employees
WELL PREPARED STAFF
Does he/she like helping people?
Does he/she feel service is important?
How does he/she define service and good customer service?
What type of attitude or outlook does he/she have?
What kind of person does he/she like to serve you?
What types of service does he/she like to receive?
Furthermore, our human resource department has a strictly conducted screening process. Our
potential employees have to meet the following basic criteria in order to join the company:
Working experience in the real estate industry
Minimum education level: Bachelor degree
A fluent language speaking and writing ability – Chinese, English, German, French,
Japanese
Finally, we would determine if he/she shares the Company Share Value in his/her personality.
Super City – a Customer-Oriented Company
Super City knows that success is directly affected by good customer service. The following
chart is our understanding of a good customer-oriented organization.
Recognition is earned by employees who provide quality customer service.
Managers support their staff in doing their job so they can in turn fulfill the customer
service function.
Internal promotion is based on job performance AND customer relations.
Training staff in customer service techniques and etiquette is a priority.
Employees know customer service is a priority and see themselves as an important
link in the customer service chain.
Pre-arrival:
Acquire expatriate contact information
from SCL.
Daily Shopping at Grocery store, Department Store, and Specialty Shops
Lunch at Popular Local Eatery Tour of International Medical Interest Car Tour of Points of Cultural Interest
Post-Occupation Satisfaction Call made to
Expatriate
Acquire responses from Expatriate
personnel.
Assessing the information and prepare
for arrival.
Arrival:
City Tours can be arranged according to individual’s interests:
School Tours
Tour of cultural interests and recreation
locations
Daily Shopping at grocery stores,
department Stores, and Specialty Shops
Tour of international medical services
and hospital
Restaurants, famous local eateries,
Assistance to open personal bank
Schedule and plan orientation program
according to the information acquired
from the EIR forms
Distribution of the orientation handbook
to expatriates and City Map (see
attachment)
Airport-pick up and transportation to
temporary accommodation if required
Property search:
Receive information about the client from the
company.
Conduct a short briefing with the client about Beijing with the “Preview Trip Questionnaire”.
The assigned team will propose a schedule of the
relocation proposal in Beijing.
The assigned team will list a proposal of the
selected residence to the company in the form of a
“Property List”
(see attachment A-3)
1. Review the company’s contract policies & term with the developer /
Individual landlord before inspection.
2. Confirm the lowest rental price acceptable with the landlord in accordance
with the budget of the company before inspection.
A group of sales will be assigned to the client to review and analyze their preview trip
Questionnaire and special requirements for their residence.
Lease Negotiation:
Negotiate the leasing condition and the price of the
rental property selected by the client, both the
company’s existing leases and new leases.
For Corporate Clients
1. Negotiate the bottom rental price for different staff levels.
2. Negotiate the term of contract and payment method.
3. Negotiate with key developers to accept Corporate
/Bank Guarantee Letter, make sure payments are
made in RMB and the Official tax invoice can be
promptly obtained.
4. Negotiate the payment of all the bills in advance for
Shell (CHINA) Limited, once the bill arrives, then issue
a payment notice together with the next month rental
payment notice.
5. Submit offer to HR for approval.
For Individual Clients
1. Discuss furniture and appliance requirements.
2. Discuss interior decoration requirements.
Report the result of the negotiation process with Company’s Administration
Department.
Move-in
Contact the tenant and coordinate with
the designated moving company for Check-In
Pick up the client from the hotel/service apartment and coordinate with the
moving company for the check-in procedure.
Carry out a thorough property inspection and ensure that all the reparations and renovations have been
well completed. Any additional furniture from the landlord will be installed, and the conditions of the
property before moving will meet the company’s HSE standards.
Provide a service directory for the Client and fill out the Client Feedback Form.
Prepare the address card for the tenant
Super City conducts preoccupation
Inspection according to SCL’s HSE standards
Tenancy Management:
Coordinate with property management
regarding tenant’s special requests from
check in
Check that everything has been completed
according to request
Call tenant 7 days after check-in to make
sure everything regarding property and
adjustment to Beijing life is suffice.
Working
permit, visa
processing
Drivers
license
processing
Schools and hospitals
Any additional tenant requests
Call tenant to ensure that everything has
been done to their satisfaction.
Bank account
assistance
Accompany tenant to
requested destination
City orientation (school,
hospital, shopping, etc.)
Furniture
Purchasing
Nanny
Search
Chinese
and other
classes
Move-Out
Check monthly internal report to remind client
of check-out and contract renewals
Communicate with client regarding details
such as check-out time and renewal
changes
Call tenant one month prior to check-out to
discuss moving out procedures and necessities
(moving companies, airline tickets, etc.)
Arrange moving company, book airline tickets,
as per request
Document preparation: review tenant
file, bring relevant documents
Arrange transportation from unit to Airport
or new home, as per request
Meet tenant at unit with landlord
Fill out key return record
Check furniture inventory
with property staff and
confirm damaged and missing
items
Utility record (water, gas,
electricity) with confirmation
by property management
Deposit Refund Flow Chat:
Lease Termination Notice
Arrange Check-Out (see “Check-out Report”)
Settle any disputes and deliver the Quotation and
Check-Out Report to the Administration Dept.
Contact the landlord for the last month utility bill
Inform the Company’s Finance Dept. to arrange payment for
the last month utility fees
For developer
1)
Arrange for the Landlord to return the
security deposit to the Company
and the Company to return the
deposit receipt back to the Landlord
For developer
2)
Negotiate with the landlord to
Refund the majority of the deposit,
Leave the rest part as the deposit for
The last month utility and other fees
For individual landlord
Super City will act as your sole representative
You have one contact with the market and one facilitator dealing with your existing landlord, not a number of various agencies competing to sell one product over another. Super City compiles and analyzes all the market information presenting a comprehensive and clear assessment of your leasing options. Super City will save you time and energy.
Super City will evaluate your existing lease and plan for the future.
In consultation with you we will undertake a thorough audit of your current lease, location, and building services and identify your future premises requirements.
Total Market Coverage
All options are assessed thoroughly. All property owners, developers and other real estate agents are urged to present their various alternatives.
Evaluation and Selection of the premises short List
All potential properties are evaluated to comply with your brief. The evaluation for each property is presented under a common format, therefore avoiding any confusion that may arise from the comparison of property alternatives.
Decision Matrix
All proposals are evaluated under a decision matrix developed by Super City. This system will assist in the reduction of the short list to a final selection of one or two properties and will involve your input ad to the weighting of key criteria.
Cost free Consultancy
By using our Exclusive Brokerage, there is no risk. Should you relocate using our tenancy relocation Services, our fees are paid by the new landlord. There is no charge for the Leasing Division.
Confidentiality
Super City solely will understand your agenda. You will have complete control of the flow and quality of information given to the market place at any key point in time. This will be crucial for effective negotiations with potential or current landlords.
Scope of Services:
At the inception stage of the assignment, Super City selected team will provide a customized strategic real estate approach that identifies all relevant matters concerning the location, workplace operation, and promotion of your overall business objectives.
Step One: Project Assessment
We perform a thorough Situation Analysis that identifies Client's requirements. This step reviews your short and long-term business plan, location preferences, occupational considerations, and any other issues pertinent in selection of the new office space. The intended end product is a criteria questionnaire, which summarizes all identified requirements. The search criteria would include, but is not limited to the following:
◆ Nature of Business ◆ Budget
◆ Location Preferences ◆ Space & Efficiency ◆ Building Specifications
◆ Lease Term & Expansion Requirements ◆ Occupation Time Schedule
◆ Quality of Building
◆ IT & Other Building Services ◆ Car Parking
results are then presented for Client's review & comments
From the results of the property search Super City can then integrate Client's real estate strategy and objectives with its long-term business planning.
Step Two: Building Recommendation & Inspection
After all requirements are identified, Super City will select our most experienced senior staff to make a team for client service based on client project objectives. We will make a project timetable and select & make a list of recommendation as overall best-fit options to Client. Those properties which are deemed suitable by Client are then inspected and shown with Super City.
Step Three: Evaluation of Alternatives
Super City conducts an in depth and detailed analysis of each alternative on all the technical specification items as the Building Comparison after the property inspection.
Of the options upon narrowing the choices Client deems suitable to your requirements, a detailed Financial Report will be proposed and analyzed from which we will evaluate each option as it relates to you.
◆ Gross & Net contract rental costs ◆ Gross & Net effective rental costs ◆ Cash flow implications
◆ Budget discounting perspective on some related items
◆ After-hours air-conditioning and heating charges, telephone equipments and other special technical requirements charges, etc.
◆ Construction cost studies.
Our technical support team will work with a selected group of contractors to prepare the space planning & draft designing which provide Client a real estate space layout on both efficiency & future expansion possibilities as needed.
From the information provided, Client can select and focus on the best possible scenario.
Step Four: Negotiation
On the basis of Client's selection of alternatives, Super City will lead the entire negotiation process. We utilize our market knowledge and experience to negotiate the best possible terms. We assist CLIENT obtain the best possible terms of your final candidates and coordinate with the landlord of the property to
◆ Parking ◆ Signage
The primary goal during this phrase is to achieve the most pro-tenant lease possible. After the negotiations are completed to your satisfaction, the lease document will be prepared by us. We execute a thorough review of the proposed lease agreement to ensure that the business terms are set forth clearly and concisely. Issues to be addressed included:
◆ Due diligence ensure that the lease is in compliance with local real estate regulations ◆ Protection with local and national real estate regulations
◆ Appropriate legal papers and proof of ownership document ◆ Determination of the landlords right to lease the space
Step Five: Project Management, Tenant fit out and Furniture Coordination
Super City will compile the Client's requirements & follow throw with selected qualified bidders for Client's approval.
A corporative bidding between bidders will be supervised by us. An official contract with Client & appropriate team will be draft & proposed for the final approved contract to be sighed between Client & contractor.
Weekly job site meeting will be held & reported to Client for updated & any possible change due to job conditions.
Step Six: Unit Handover & Construction
After the signature of the contract, Super City assists Client to ensure that the landlord will handover the premises in time and meets all contractual obligations.
Our team, technical support, appointed contractor will work together with Client to make your interior construction
