os report final

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CHAPTER 1: INTRODUCTION

The project entitled Organizational Study on LES CONCIERGES SERVICES PVTLIMITED 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 Worlds 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

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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.

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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 thecollection 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

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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

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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.

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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 inBangalore, India. She convinces Mascot Systems (now calledIGate) to sign Les Concierges on to provide conciergesservices to its employees. The concept works well. Wipro andIBM sign Les Concierges

1999 More organizations sign Les Concierges to provide life care

services to its employees. New services are introduced. LesConcierges 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 companies Rewardand Recognize employees.

2001 100th Life Care Desk opened. Branches now in Delhi and

Kolkatta. Launches a slew of services that help organizationsreduce overheads. These are categorized as BusinessServices.

2002 Opens branches in Pune, Hyderabad and Ahmedabad. Hits the200th life care desk milestone.

2003 Technology is brought in to streamline processes and increase

efficiency. Launches more Customer Loyalty programs withABN 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 innovationsmade.

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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

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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 Indias top rated investment houses and include investment gurus

like Mr. Rakesh Jhunjhunwala and also an American company Acacia which has been

funded by Warren Buffet (the worlds richest person alive presently.)

2.6 TOP MANAGEMENT

Les Concierges current board of Directors consists of

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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 corporations 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

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There are mainly 6 verticals under Les Concierges. They are

1. Concierge

2. Business Services

3. Rewards&Recognition

4. Travel

5. Les Concierge Live

1. Concierge

The flagship product.

Focused on both employees and customers of the client companies.

Les Concierges

LesConciergesLive

Concierge

Rewards &Recognition

TravelBusinessServices

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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 companys 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

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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 powerfulconnection 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.


Direct recruitment

Manpower agencies

Security Agencies

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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.


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

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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 AddedServices 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.

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CHAPTER 3: THE INDUSTRY PROFILE

3.1 MARKETS

SEGMENTS ADDRESSABLE MKT SECTORS

Concierge

Convenience ..and

Productivity

aEmployeeloyalty

Cos with established HR consciousness

IT, ITES, FMCG, Pharma, BFSI,Services, Media, Consulting

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

Telecom, Audit/Advisory

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

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best practices Jindals, Thapars, Apollo, Dishnet

b

Customer

loyalty

Differentiation, .recall,

reward customers

BFSI, Hospitality, B2B FMCG,

Residential complexes

Large -customer-facing

exposure

Orgn retailing, Airlines, Telecom,

Service appts, Clubs

Reward&

Recognition

Loyalty .seeking

organisations

Orgn retailing, Airlines, Telecom,

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 themhave 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.

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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 360 0 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.

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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 companieshave 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.

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CHAPTER 4: COMPANYS ORGANISATION STRUCTURE

4.1 ORGANISATIONAL CHART

2

0

MANAGING

CEO

HR-HEAD

FINANCE HEAD

RM-SINGAPORE

RM-DUBAI

VP CLUBCONCIERGES

VP CONCIERGES

SALES CONCIERGES


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4.2 BRANCH STRUCTURE

2

1

NATIONAL HEAD-

NATIONAL HEAD-BUSINESS SERVICES

TRAVEL

LES CONCIERGES LIVE

Regional Manager

BranchManager

Call CenterSupervisors

Desks Account

s&Admin

Operatio

ns&

Sales &

Services

Agents


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CHAPTER 5: DEPARTMENTS AND FUNCTIONS

5.1 FINANCE AND ACCOUNTS

FUNCTIONS

Monitoring the inflow and outflow of cash.

2

2

HEAD-FINANCE&ACCOU

NTS

Dy Mgr-Internal

audit/branch

DyMgr-

Payables

Dy Mgr-

Receivables

Travel

Accounts

R&R

Accounts

Branch

Accounts


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5.2 HUMAN RESOURCES

FUNCTIONS

Human Resource Planning.

Recruitment, Selection and Placement.

2

4

HEAD- HR

HR-Documentati

on

HR-Admin

HR-Generali

st

HR-Recruitme

nt

PayrollBranchHRs


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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.

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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

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6

NATIONAL HEAD- R&R


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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 to2

7

BDMOPERATIONSMANAGER

OPERATIONS TEAM

FIELDEXECUTIVE


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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

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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

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9NATIONAL HEAD-BUSINESS SERVICES


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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

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0

BDMOperations Manager

Recruiter

Operations

Executive

FrontOfficeteam


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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

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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

Vice PresidentCONCIERGES

RM-Kerala/T

N/AP

RM-Delhi/N

CR

BM-Bangalo

re

BM-Kolka

ta

BM-Pune

BM-Mumbai

Training

BM-Hyderaba

d

BM-Chennai

Operations

Team

Operations

Team

Operation

s Team

Operation

s Tea

m

Operation

s Team

Operations Team

Operations Team


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- 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

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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

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

National Head- Live

Operations

Manager

Business

Manager

ProductManage

r

Relationship

Officer


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5.6 TRAVEL

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

National Head- Travel

Asst. Mgr

Operations

Travel Co-ordinators

Asst. Mgr.

Sales

SalesExecutive


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Package Tours

Ticketing

Visas

Camping

Great weekends


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

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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

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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.

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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 linkedto 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

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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.

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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

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