CHAPTER 1: INTRODUCTION

The project entitled “Organizational Study on LES CONCIERGES SERVICES PVT

LIMITED” help us to know more about the functions, structure, policies and different
procedures of that organisation. The above said company has been into the service provider
sector for the last 11years. They are the World’s Largest Concierge service provider, present pan
India, with over 650 team members working to build a formidable and resolute corporation. They
provide their services to over 250 MNCs and other companies committed to corporate
excellence.

1.1 PURPOSE OF THE STUDY

I wish to explore the key factors which make LES CONCIERGES SERVICES PRIVATE
LIMITED, the No:1 in the respective sector.

The parameters for the purpose of this study are

• To get a practical knowledge of the theory studied.

• To study about the various functions of the organisation

• How.Planning,.Organising,.Staffing,.Directing.and.Controlling.works.in.the
company.

• To study the interconnectedness between the different departments.

1.2 SCOPE OF THE STUDY

1
 The scope of the study entitled “Organizational Study on LES CONCIERGES SERVICES
PRIVATE LIMITED” includes

• The organizational structure.

• The Interdepartmental communication.

• The interconnectedness between different departments.

• The working condition in the organisation.

• The market position of the company.

1.3 OBJECTIVES OF THE STUDY

For the effectiveness of the study, the objectives are classified under two heads.

They are

 Primary Objectives

 Secondary Objectives

Primary Objectives

• To understand the working of different departments of the organisation.

• To understand the organizational structure of the organisation.

Secondary Objectives

• To understand about the various products and services they provide.

• To find out the market position of the company.

2
 • To find out the strengths, weaknesses, opportunities and threats of the
organisation.

1.4 RESEARCH METHODOLOGY

Methods of Data Collection

Collection of data is the most important stage in the research process. Any mistake occurs in
the collection of data will affect the entire study. Hence at most care must be exercised in the
collection of data.

For the research study conducted on the topic “An Organisational Study on LES
CONCIERGES SERVICES PVT LIMITED”, I had used the primary and secondary data
collection method.

 Primary Data

Primary Data is the data that is obtained by a study specifically designed for specific research
process for the first time and original in character. The method I used here is

Direct Interview Method.

 Secondary Data

Secondary Data are those type of data which are collected by some others for some other
purposes and now available for the present study. The following are the secondary data
sources used for the preparation of this report.

• Brochures

3
 • Websites

1.5 LIMITATIONS OF THE STUDY

The project work done on the topic “An Organisation Study on LES CONCIERGES
SERVICES PVT LIMITED” has the following limitations.

• Being a big and a busy firm, number of staff met were not less than desirable.

• Some of the information may be biased.

CHAPTER 2: COMPANY PROFILE

2.1 COMPANY OVERVIEW

LesConcierges, is the world's leading provider of concierge service and related loyalty solutions
for customer-focused organizations and employers of choice who seek to deepen their

4
relationships and grow loyalty with their top customers and employees. LesConcierges helps the
world's customer-focused organizations and employers grow relationships at every stage of the
lifecycle with targeted lifestyle and membership solutions that generate greater loyalty, enhance
client brand perception and drive positive business results. They aggregate.and.integrate
.all.of.the.relevant.services.for.core.workforce.management processes. Addressing all key phases
of the employee lifecycle, we meet the needs of a broad range of constituencies
LES CONCIERGES has been exceeding the expectations of its clients since 1998.

• Work Force Focused Services

• Concierge Services

• Front.Office(Reception)
Management Services

• Business Support Services

• Reward and Recognition Services

• Travel

• Les Concierges Live

• Customer Focused Services

• Concierges Services

• Reward Services

• Help Line Services

Les Concierges provides enterprise workforce and customer management solutions and
services that help companies drive increased profitability. Their workforce-focused services
bring solutions to an entire employee lifecycle - from recruitment to retirement. Their
customer-focused services drive behaviours that drive loyalty and profitability. Their
solutions are offered on a monthly subscription basis and help corporations effectively
maximize productivity, engagement, and satisfaction by applying business discipline to key
processes.

5
2.2 HISTORY

Les Concierges is in the business of building companies a sustainable competitive advantage.

In a period of 6 years, they have perfected a suite of services that are radical in their approach
and deliver a wealth of benefits. These services are aimed at time stressed individuals who
have the unenviable task of balancing the pressures of personal and professional lives.
Having Les Concierges and the facilities it brings, has helped people find time and reduce
stress. Today, through the efforts of a team of dedicated concierge experts, they have grown
into one of the largest concierge service providers in the world (a presence in all major cities
in India plus over 350000 customers and counting).

Les Concierges has been exceeding the expectations of its clients since1998.

1998

 Kitchen Table Concept

 Workforce Concierge Services
 First client, Mascot System
 BY END OF 1998, 25 concierge desks

2008

 Have branched out into different verticals like

o Reward and Recognition

o Les Concierges Live

6
 o Travel
o Business Services
o Strategic partners in place to firmly claim global dominance

LES CONCIERGES TIMELINE

1998 Ms. Dipali Sikand starts Les Concierges from a small office in
Bangalore, India. She convinces Mascot Systems (now called
IGate) to sign Les Concierges on to provide concierges
services to its employees. The concept works well. Wipro and
IBM sign Les Concierges

1999 More organizations sign Les Concierges to provide life care

services to its employees. New services are introduced. Les
Concierges still a Bangalore based operation.

2000 Launches its first Customer Loyalty Program with Hindustan

Lever Limited (HLL). Opens its Mumbai and Chennai
branches. Launches a new product to help companiesReward
and Recognize employees.

2001 100th Life Care Desk opened. Branches now in Delhi and
Kolkatta. Launches a slew of services that help organizations
reduce overheads. These are categorized as Business
Services.

2002 Opens branches in Pune, Hyderabad and Ahmedabad. Hits the

200th life care desk milestone.

2003 Technology is brought in to streamline processes and increase

efficiency. Launches more Customer Loyalty programs with
ABN AMRO bank and Standard Chartered Bank.

2004 Proprietary CRM technology devised. Introduces a hybrid

product called Ms. MoneyPenny into the market.

2005 Chandigarh branch inaugurated. Technological innovations

made.

7
2006
Opened the first global concierge office at Singapore. The
Singapore operations are headed by Mr. George Jacob.

2.3 VISION,MISSION GOALS AND VALUES

Vision

Les Concierges strategy is now to be a global all encompassing business hospitality leader
focused on servicing its customers beyond expectations.

Mission

The mission of Les Concierges is dedication to the highest quality of customer service delivered
with a sense of warmth, friendliness, individual pride and company spirit.

Values

• Value for People

• Integrity

• Innovative Solutions

• Value for money

Goals

8
 • 1000 concierge desks by end 2010 across Asia Pacific.

• Capacitating back end with tools to complete service requests at 1000% yearly utilization
rate.

• Networking with the best suppliers at the best rates.

• Developing best in class concierge experts.

• Providing customers with instant solutions 100% of the time.

• Building resolute Concierge Choice Travel, Dining and Ticket Networks.

2.4 STRATEGY

• To be a Rs.200 million company by 2009 Dec operating pan South East Asia.
• To provide superior financial returns for shareowners by providing high value-added
concierge, business hospitality and administrative assistance services.
• Customer requirements will be met in the highest quality manner appropriate to each
market segment served.
• To develop mutually rewarding relationships with employees, partners and suppliers.
• All corporate activities will be conducted to the highest ethical and professional standards
.

2.5 PROMOTERS

Les Concierges is a closely privately- held company.

The investors are from India’s top rated investment houses and include investment guru’s
like Mr. Rakesh Jhunjhunwala and also an American company Acacia which has been
funded by Warren Buffet (the world’s richest person alive presently.)

2.6 TOP MANAGEMENT

Les Concierges’ current board of Directors consists of

9
 o Dipali Sikand

o George Jacob

o Rakesh Jhunjhunwala

o Utpal Seth

The Board is ably assisted by a council of eminent professionals who provide guidance and
knowledge to the working directors as required.

CHAIRMAN: DIPALI SIKAND

CEO : GEORGE JACOB

2.6 PRODUCTS/SERVICES

Les Concierges Services Private Limited provides a unified view of all of Les Concierges’
offerings including concierge, professional services management and rewards. The services are
keeping in line with their mission to bring convenience and complete support to others’
businesses and lives.

Les Concierges Services Private Limited aggregates and integrates a gamut of services that drive
behaviors which yield loyalty and profitability. They provide enterprise workforce and customer
management solutions and services that help companies drive increased profitability. Concierges
is their core service. In today's increasingly competitive business environment, the need to win
and retain customers has never been greater.

Les Concierges provides its client companies solutions that are innovative, that add value, that
produce ever-greater returns from limited resources. They assist corporation’s work with their
customers by creating, communicating and delivering real value. Their solutions are offered on a
monthly subscription basis and help corporations effectively maximize productivity,
engagement, and satisfaction by applying business discipline to key processes.
1
0
There are mainly 6 verticals under Les Concierges. They are

1. Concierge

2. Business Services

3. Rewards&Recognition

4. Travel

5. Les Concierge Live

Les Concierges

Les
Concierge
Concierges
Live

Business Travel
Services

Rewards &
Recognition

1. Concierge

 The flagship product.

 Focused on both employees and customers of the client companies.

1
1
 Their services are high touch, personalized and highly effective.

 Work force focused Concierge

 It is designed to help employees meet the many demands of life.

 They provide resilient solutions to help their clients’ employees manage

effective work/life balances while giving their clients the edge.

 Their comprehensive solutions provides the resources, tools and information

needed to successfully balance employees lives outside of work, while better
connecting with co-workers and the company while on the job.

 Trained concierge experts are deputed to their clients’ office to manage the
exhaustive" to do " lists of all their employees.

 Whether they need their bills paid, holidays to be planned, a leaky faucet to be
repaired or dinner reservations made, doctors appointment confirmed, tickets
for the latest block buster in town, or those special flowers or gifts for a
special occasion, they will arrange it all for them.

 Consumer Focused Concierge

They allow the clients to private-label their services with the clients’ brand. This will help the
customers of the client company to see this as a seamless extension of the company. Their
services will allow the client to go the extra stretch and add value to their customers by
simplifying their lives. Their suite of services will allow the company’s customers to transfer to
“ you ” their daily and exhaustive to –do lists. This will make the client become top of mind and
top of wallet spend. Trained concierge experts that provide solutions to the clients’ customer
service requirements, are available 24/7 at dedicated toll free numbers provided exclusively for
their customer base.

Competitive Environment

1
2
 o Bangalore : Timesol, Superseva,

o Chennai : Service Square

o Mumbai : A La Concierge

o Delhi : Global Concierges

2. Business Services

Les Concierges meet the clients’ expectations by managing a variety of services throughout the
employment and business cycle.

Business services include

 Ms. Money Penny: Front Office(Reception) Services

o Ms. Money Penny from Les Concierges is a proven partner in many business
service-outsourcing programmes, excelling in building the lifetime value of front
office services to top-performing companies that understand the powerful
connection between great services and bottom line results.

o Choosing a front office services partner is an important decision. In evaluating,

their clients want to augment their current service policies, to make their reception
services professional, courteous and always helpful and obtain a cost effective and
creative solution that will drive critical behaviour.

In all three areas, Ms. Money Penny services make outstanding contributions for our clients.

Competitive Environment

• Direct recruitment

• Manpower agencies

• Security Agencies

1
3
 Admin Services

o They provide a turnkey professional service of managing and monitoring our

clients’ non-core services.

o Allow their clients to focus on their core businesses while they focus on raising
their firms productivity through improved quality, efficiency and cost reduction.

3. Rewards& Recognition Services

The Les Concierges’ Rewards programmes enable organizations to increase employee

productivity, improve employee satisfaction and drive engagement. These solutions deliver
convenience and productivity benefits to the entire workforce and help organizations identify and
reward accomplishments and behaviors that drive desired operational results.

They also custom design loyalty programmes that elicit complete involvement from the clients’
customers. They focus on the clients’ most profitable customers, providing a shared sense of
purpose, a real presence, personal touch and they deliver unpredictable and evolving
experiences. They work with the client company to create strategic partnerships; developing and
delivering customized programs that achieve results.

Competitive Environment

• Loyalty companies such as Netcarrots.

• Shopping sites with great catalogues such as Fabmall, Times shopping etc.

• Companies such as Sodexho, Accor : getting into the gift certificate market

• Cash as an option for rewarding

1
4
 • Tax regimes

4. Travel
Various end to end travel pertaining requirements are taken care of by the travel team. Whether
an inbound or an outbound tour has to be booked, our hotel reservations need to be taken care of,
special travel packages have to be availed at the best of prices, the Les Concierges travel team
always comes out on top.

5. Les Concierges Live (Value Added Services)

Event Management, Brand Marketing, Direct Selling, complete end to end execution
of promotions are some of the important services that are offered by the Value Added
Services Team.

Who Benefits From Their Services?

Managers: provides solutions through a single, consolidated window that are necessary to
manage people within large global organizations or even small project based teams.

Employees: provides a gamut of services that streamline their day-to-day work and help create a
positive work/ life balance.

Human Resources Administrators: provides an open approach to leveraging and extending

people investments, while helping manage the overall employee lifecycle.

1
5
 CHAPTER 3: THE INDUSTRY PROFILE

3.1 MARKETS

SEGMENTS ADDRESSABLE MKT SECTORS

Convenience..and
Concierge Productivity

Employee Cos with established HR IT, ITES, FMCG, Pharma, BFSI,

a loyalty consciousness Services, Media, Consulting

Large ''global'' organizations Auto, MNCs, Manufacturing, PSU,

Telecom, Audit/Advisory

Conglomerates - HR focus, Tatas, Birlas, Reliance, RPG,

1
6
 best practices Jindals, Thapars, Apollo, Dishnet

Customer Differentiation,.recall, BFSI, Hospitality, B2B FMCG,

b loyalty reward customers Residential complexes

Large-customer-facing Orgn retailing, Airlines, Telecom,

exposure Service appts, Clubs

Reward& Loyalty.seeking Orgn retailing, Airlines, Telecom,

Recognition organisations Multiplexes, Hospitality,etc

3.2 COMPETITION

Les Concierges is one of the leading Concierge service provider and related loyalty solutions. It
is a one stop point for all business solutions. It has such a big network and a wide range of
services that it does not have competitors as such.

There are many companies which provide services like concierge, rewards etc but none of them
have come up to the level of services that Les Concierges provide. Les Concierges’ services are a
collective of different divisions. Concierge is the core product. All other divisions are interlinked
with Concierge Services. The motto of Concierge services is “from mundane to magical.”
They aim at bringing work/life balance to the employees of the client companies.

3.3 SWOT ANALYSIS

Strengths

 Fully equipped office in Bangalore.

 Branches in all major cities in India.

 Accessibility to major corporates.

1
7
  Huge database.

 Better facilities.

 Experienced hands.

 Professional and personal services.

 No competitors.

Weaknesses

 Lack of penetration to corporate due to inadequate staff.

 Inadequate training.

 Delay in major decisions.

 Lack of 3600 access to global business solutions.

Opportunities

 Developing other branches.

 New tie ups.

 Marketing exclusive services and experiences.

 More companies as clients.

Threats

 Online portals.

 Decreasing commission.

 Increasing rates.

 Political Instability.

1
8
Impact of Global Recession

The key challenges faced by any industry now are inflation and the psychological impact of the
US crisis, leading the companies to hit the panic button. Though analysts feel, recession is a
short-term phenomenon, it still has taken a toll on the industry.

Les Concierges Services Pvt. Ltd. render their services to many companies. Les Concierges
provide companies with happier, more productive employees and better bottom lines. IT firms
are their major clients. Some of their major clients are IBM, Accenture, Wipro, Del etc. Since
IT companies were badly affected by the global recession, it has had an impact on the company
as well.
Global recession trends and weak dollar has hit India's Information Technology industry with
many companies resorting to cost cutting measures. As a part of cost cutting, many companies
have limited the services of the company. There is no more recruitment in companies. It has
resulted in the decline of certain projects undertaken by this company. For eg, the joining kits
for new employees, contract workforce etc. were some of the services provided to client
companies.
Bonuses, perks, lavish parties, and many other benefits are missing as companies look to cut
cost. The companies used to outsource the arrangements of such activities to this company. Now,
they consider the outsourcing of such tasks as an additional expense. Since appraisal,
recognition, tours and parties were missing, it has an impact on the company.

Thus, global recession has a great impact on the company.

1
9
 CHAPTER 4: COMPANY’S ORGANISATION STRUCTURE

4.1 ORGANISATIONAL CHART

MANAGING
DIRECTOR

CEO

HR-HEAD

FINANCE HEAD

RM-SINGAPORE

RM-DUBAI

VP CLUB
CONCIERGES
INDIA
VP CONCIERGES
INDIA
SALES CONCIERGES
2
0
 NATIONAL HEAD-
R&R
NATIONAL HEAD-
BUSINESS SERVICES

TRAVEL

LES CONCIERGES LIVE

4.2 BRANCH STRUCTURE

Regional Manager

Branch Call Center

Manager Supervisors

Agents
Desks Account Operatio Sales &
s&Admin ns& Services
Logistics

2
1
 CHAPTER 5: DEPARTMENTS AND FUNCTIONS

5.1 FINANCE AND ACCOUNTS

HEAD-
FINANCE&ACCOU
NTS

Dy Mgr- Dy Dy Mgr-
Mgr- Internal Travel R&R Branch
Receivabl Payabl audit/bran Accounts Accounts Accounts
es es ch

FUNCTIONS

 Monitoring the inflow and outflow of cash.

2
2
  Dealing with the purchase orders.

 Governing the expenditure back supported by the respective heads.

 Analyzing the budget.

ROLES&RESPONSIBILITIES

1. National Head

 Monitors all the finance.

2. Deputy Manager- Receivables

 Manages all the invoices (billing to clients) and follow up of payments.

3. Deputy Manager- Payables

 Manages all the payments like vendor payments, salary of employees etc.

4. Deputy Manager- Internal Audit/ Branch

 Monitors complete auditing including PO, vendor payments etc.

5. Travel Accounts

 Manages the entire accounts of Les Concierges Travel India Pvt Ltd.

6. R&R accounts

 Manages the entire accounts of the Reward and Recognition department.

7. Branch Accounts

 Monitors the accounts of each branch.

2
3
 5.2 HUMAN RESOURCES

HEAD- HR

HR- HR- HR-

HR- Branch
Generali Documentati Recruitme Payroll
Admin HRs
st on nt

FUNCTIONS

 Human Resource Planning.

 Recruitment, Selection and Placement.

2
4
  Formulation of certain policies and strategies.

 Determination of salary,remunerations and other compensations.

ROLES AND RESPONSIBILITIES

1. Head-HR

 To place Les Concierges as an employer of choice in the Service segment.

 Strategies & formulate efficient systems & policies, standards & work
flow processes.
 Annual HR Budget.
 Recruitment and Workforce Planning.
 Formulation of Retention Strategies.
 Building Capabilities & Organizational Learning through Training.
 Increase Employee Engagement.
 Performance Management & Reward.

2. HR- Generalist

 Employee engagement.

 Performance appraisal.

 Employee relations.

 Communication between different branches.

3. HR- Admin

 Housekeeping.

 Facilities.

 Maintenance of office.

 Vendor management.

2
5
 4. HR- Documentation

 Joining letters.

 Offer letters .

 Appointment of new employees.

 Distribution of joining kits.

 Issue of PF forms& ESI forms.

5. HR Recruitment

 Recruitment of employees in branches all over India.

6. Payroll

 Payment of Salary, compensation, benefits and bonus.

 Looking after the statutory requirements of employees.

7. Branch HRs

 In charge of each branch.

 They do the initial documentation and send to the corporate office for
approval.

5.3 REWARDS& RECOGNITION

NATIONAL HEAD- R&R

2
6
 OPERATIO
BDM NS
MANAGER

OPERATIO
NS TEAM

FIELD
EXECUTIV
E

FUNCTIONS

 Providing solutions for client companies to reward and recognize their employees.

 It acts as a motivational factor.

 Majority of the companies give the policy and budget for R&R to motivate and retain

o Employees.

o Franchisees& Associates.

o Clients and end customers.

o Building brand loyalty.

The various solutions are

• An exclusive web platform for the client, which can be customized to

2
7
 o Category based website

o Point based website

o Login based website

• Loyalty and Database Management

o Complete end to end solution for birthday,service anniversary gifting of

employees.

• Les Concierges Gift Vouchers

o Mono branded gift vouchers given to employees.

• Gift shop

o Setting up gift shops at the premises of client companies for immediate

delivery of gifts.

• Bulk and adhoc requirement

o Delivery of bulk products upon request.

ROLES& RESPONSIBILITIES

1. National Head

 in charge of all branches.

2. BDM(Business Development Manager)

 In charge of new business acquisitions.

 CRM(Customer Relationship Management).

 Maintain and retain client relations.

3.Operations Manager

2
8
  Takes the budget.

 Get the catalogue done.

 Manages the operations.

4. Operations Team

 Negotiates with the vendors.

 Sets up the gift shops.

 Meeting adhoc requirements.

6. Field Executives

 Deliver the services at the destination.

5.4 BUSINESS SERVICES

2
NATIONAL HEAD-9
BUSINESS SERVICES
 Operation
BDM Recruiter
s Manager

Operation
s
Executive

Front
Office
team
Functions

 To provide front office managers to the client companies(Ms Money Penny).

 Reception meet and greet.

 Meeting Room Management.

 Corporate help desk services.

 To provide CWF(Contract Workforce) for performing tasks like translators, trainees,

project managers etc.

Success Factors

 People

 Training

 Management

 Innovation

3
0
ROLES AND RESPONSIBILITIES

1. National Head

 Managing operations.

 Signing up with new corporate.

2. Business Development Manager

 Brings in new businesses.

 Does the market study.

3. Recruiter

 Recruits the front officers, CWF etc.

4. Operations Executive

 Takes care of the total requirements of payrolls.

 Managing HR structure of the department.

5. Front Office Team

 Manages the front offices.

 Reception meet and greet.

 Meeting Room Management.

 Corporate Helpdesk services.

5.5 CONCIERGES

3
1
 Vice President
CONCIERGES

RM- RM- BM- BM-

BM- BM-
Kerala/T Delhi/N Bangalo Kolka Training
Pune Mumbai
N/AP CR re ta

Oper
Oper Oper
Operat Opera ation
ation ation
ions tions s
s s
Team Team Tea
Team Team
m
BM-
BM-
Hyderaba
Chennai
d

Operation Operations
s Team Team

Concierges are the core business of Les Concierges Services Pvt. Ltd. They have a help desk in
most of the IT companies which provide services for the employees of the company.

FUNCTIONS

• 6 kinds of services

- Errand services: day to day services

E.g.:- paying bills

- Entertainment services : for recreation

E.g.:- movie tickets, delivering flowers

3
2
 - Travel services

E.g.:- bus tickets

- Govt. Jobs

E.g.:- passports, ration cards

- RTO.dept
E.g.: emission certificate, bike insurance

- Medical Aid

ROLES & RESPONSIBILITIES

1. Manager

 in charge of all operations and sales.

 maintain client relations.

2. Asst. Manager

 handles client relations

 desk visits.

 assist with operations.

3. Operations Manager

 checks whether the operations are running smoothly.

4. Desk Auditor

 ensures that the transactions at the desk are running smoothly.

 check whether the desk executives have correct product knowledge.

5. Desk Executive

3
3
  promotes Les Concierges services to employees.

 makes sure that the work is done at turnaround times.

6. Field Executive

 assures whether the jobs given to them are done at turnaround times.

5.6 LES CONCIERGES LIVE

National Head- Live

Busines
Operatio Product Relations
s
ns Manage hip
Manage
Manager r Officer
r

FUNCTIONS

• taking brands to corporate audience.

• providing value added services to the client companies at free of cost.

• Tieing up with different brands to sponsor the events.

• Enhancing Les Concierges as a brand.

• Set up a digital TV network at the client company venue about

o Les Concierges

o Services

o Concierge Live

3
4
ROLES AND RESPONSIBILITIES

1. National Head

 Brings in new business.

 Creates an evolving platform.

 Revenue generation.

 Product development.

2. Operations Manager

 Preparing proforma invoice(estimation).

 Make sure that the advertisement for the event is done well and that the
number of respondents are more.

 Execution of activities.

 Compilation of MIS report.

3. Product Manager

 Handle the event sponsors.

 Seeks permission and co-ordinate the conduct of events at the client

company.

 Creates value advertisements.

4. Relationship Officer

 Analyses what the corporate wants.

 Directly deal with the corporate.

3
5
 5.6 TRAVEL

National Head- Travel

Asst. Mgr Asst. Mgr.

Operations Sales

Travel Co- Sales

ordinators Executive

• Developed as a subsidiary company known as Ls Concierges Travel India Pvt. Limited.

• 100% travel agency.

• Head office at Bangalore.

• Travel desk at iflex solutions.

SERVICES

3
6
  Package Tours

 Ticketing

 Visas

 Camping

 Great weekends

ROLES AND RESPONSIBILITIES

1. National Head

 Administration.

 Control of Inbound and outbound tours.

 Promotions.

 Meeting Targets.

 Vendor Tie ups.

2. Assistant Manager

 Handle the enquiries with quick replies.

 Increase conversion rates.

 Achieving targets.

 Monitoring the receipts and payments.

 Preparing daily, weekly and monthly reports.

 Supervising the team.

3. Travel Co-ordinators
3
7
  Co-ordination with desk executives.

 Keeping updated reports.

 Interacting with vendors on a daily basis.

 Maintaining client relations.

5.8 INTERCONNECTEDNESS OF VARIOUS DEPARTMENTS IN THE CORE

BUSINESS PROCESS

3
8
There is a centralized Finance and HR department in the company. There are six verticals in the
company. All these are interconnected to the Human Resources and Finance department.

The HR department of the corporate office has a dynamic role in the company. It is concerned
with the recruitment, selection and placement of employees in these verticals. Once the
employees are selected, they will have to undergo an induction or orientation programme. Then
they will be trained by the concerned departments for doing specific tasks. For e.g., the employee
who is appointed at the help desk of the client companies, the front office management team and
others will be trained for a minimum of two months. The HR department also determines the
salary, remuneration, and compensations etc for the employees.

3
9
The finance department manages the inflow and outflow of finance. There are different sections
for the payment and collection of funds. They are also concerned with the payment of the salary
determined by the HR department.

Concierge is the main business of Les Concierges Services Pvt. Ltd. All other verticals are linked
to the concierge services. Most of the new deals reach them through the help desk placed in the
client companies.

Thus all the departments are interconnected with each other. The interconnectedness is very
much linked in the core business.

CHAPTER 6: FINDINGS, SUGGESTIONS& CONCLUSION

4
0
 6.1 FINDINGS

 LesConcierges has such a wide range of services that they donot have any competitors as
such. They have a market share of 99.6% in India and a global estimate over 75%.

 They have a wide global network. The companies they serve comes over 500, cities they
operate is 13 and the employees they empower comes about 5, 00,000 and growing.

 They do not have a centralized marketing department for their promotional activities.

 The reporting system is not structured.

 As the IT companies perform well, the demand for their services also increases.

 Less employee satisfaction results in absenteeism and turn over.

 Lack of offices in remote locations.

 Most of the decisions were taken by the director and so there is always a delay in
decisions.

6.2 SUGGESTIONS

 A centralized marketing department should be set up which helps in expanding its

services.

 The reporting system should be revised. The span of control has to be improved.

 They should focus on different target segments so that any fluctuation in one department
will not affect them directly.

4
1
  Employee welfare has to be done so as to decrease the stressful and strainful working
environment.

 They have to set up offices in remote locations to enhance their business. Even though
they extend their services to remote locations, they don’t have a well established office
there.

 Decentralization should be implemented properly.

6.3 CONCLUSION

“The Organizational Study on Les Concierges Services Pvt. Ltd.” was a general study regarding
all functions and aspects, giving more importance to its departments. It is found that the
company have a good working environment and cordial relationship is maintained between all
departments for the smooth functioning and achievement of the organizational goal of
maintaining the market leadership and company’s image among the clients. They have achieved
the enviable heights by their strong employer- employee relationship, hard work and
commitment of quality besides rendering quality services at the right time to the clients.The
study gave me an opportunity to experience, understand and also to improve my practical
knowledge about the internal functioning of an organization.

Les Concierges Services Pvt Limited is one of the leading service provider companies in the
respective field. They have a good reputation and it has a wider concept. So none have been able
to emulate the expertise they have created both in terms of business operations and service
dominance and geographic spread. They deliver professional, knowledgeable, and flawless
assistance to meet all the clients’ employees needs. Their experts have a wealth of knowledge
and unmatched expertise to find, plan, buy, recommend, coordinate and deliver the right solution
for each of their clients’ employees requirements.

4
2
 BIBLIOGRAPHY

1. Drucker .PeterF;.“Management-Tasks,Responsibilities,Practices”; Allied Publishers Pvt.

Ltd; 2007.

2. Koontz Harold, Weihrich Heinz ; “Principles of Management”; Tata Mc-Graw – Hill;

2004.

WEBSITES

1. www.lesconcierges.co.in

4
3