Ankur Guleria
Senior Manager
Bengaluru
Summary
Integrated facilities management professional with extensive experience in client service delivery, customer service and relationship management having exposure in hotels, retail and telecommunications industry.
Overview
28
28
years of professional experience
3
3
years of post-secondary education
Work History
Account Lead (NetApp)
CBRE
Bengaluru
12.2022 - Current
- Managing India for a global account with campus in Bangalore, India, spanning 15 acres (60,703 square meters). It houses a single building that includes an R&D lab, offices, and a data center.
- Responsibilities include overseeing regional service delivery, managing KPIs and compliance, and handling escalations promptly.
- People management involves setting expectations, training, developing growth plans, and assessing employees.
- Ensure optimal use of technology tools.
- Focus on innovation, energy-saving projects, and continuous improvement.
- Financial responsibilities include tracking budgets and operational expenses.
- Engage with clients, employees, and service partners, and manage vendors.
- Plan and oversee expansion projects, ensuring smooth transitions.
- Handle risk management and BCP situations, prepare for audits and conduct quarterly business reviews, publishing relevant reports for clients and senior management.
Key Account Manager (Qualcomm)
Compass India
Bengaluru
09.2019 - 12.2022
- Key account for the company with over 14,00,000 sq. ft. spread across 09 buildings spread in Bangalore, housing offices and R&D labs along with one office in Delhi.
- Managed facility operations across the portfolio as the single point of control, collaborating with clients and the Compass management team.
- Overseeing the operation, staffing, performance, and development of FM service delivery staff.
- Understand and implement facilities management processes per the agreed SOW, ensuring compliance.
- Develop and execute the annual management plan, achieving key performance indicators.
- Provide leadership to FM teams across all client sites in India. Manage finances, including budgeting, forecasting, and P&L responsibility.
- Implement short and long-term projects through the in-house team, achieve cost reduction targets annually, and ensure compliance with Compass audit standards.
- Achievements: - KPI score with an average of 97% for the last 03 years.
- Retained three-year contract to five years through good service.
- Increased the monthly revenue by 20% for the account.
- Supported opening of two new sites and expansion of the existing sites.
Soft Services Lead India (HP Inc.)
JLL
Bengaluru
03.2018 - 09.2019
- Primary role: India leader for delivery of soft services, employee experience and facilities management across 18 sites of HP Inc across the country; leading a team of managers aligned to each site.
- Achievements: - India has the highest number of compliments in the APJ region.
- Achieved a saving of 67K USD by streamlining the workforce and product delivery without comprising the expected SLA.
- Identified and initiated above base activities generating additional revenue through management fees worth 48K USD.
- Managing soft service with a billing of 2 million USD.
- Started multiple NO cost and LOW cost initiatives across India to improve human experience at offices.
- Worked with the Account director on achieving operations saving of 10% in operational cost.
- Worked on beverage improvement program and streamlined operations by consolidation and introduction of new vendors.
Front Office Manager
Marriott International
Ahmedabad
04.2014 - 03.2018
- Managed the team taking care front of the house operations including check-in, check-out and guest experience during the stay.
- Successfully re-setup Front Office Department operations as per Starwood Brand.
- Achieved Rank among Top 5 hotels in TripAdvisor
- Won South Asia (Select Service below 150 rooms) Loyalty Enrollment challenge twice in the year 2016
- Successfully integrated all Starwood systems and portals (PMS, StarGuest, GXP, GEI, GV, etc.) to Marriott systems between 2016-18 during the company merger.
- Achieved BSA audit results with Green parameters both in Brand and Operations during my tenure.
- Lowest attrition percentage in Front Office Department in comparison to other department.
Assistant Manager- Customer Services
Vodafone India Ltd
Mumbai
03.2008 - 03.2014
- Achieved revenue of 109% from the given customer base of 750 HNI & VIP customers.
- Manager Call Center-Inbound SPOC for all inbound prepaid call center activities related to Vodafone Mumbai with an average of 35,000 calls per day.
- Retail Store Manager Managed Vodafone retail stores for three consecutive years in challenging locations in Mumbai with high customer volume (~300 walk-ins/day) and consistently delivered sales and customer satisfaction targets.
Manager Operations
Inox Leisure Ltd
Mumbai
05.2006 - 01.2008
- Managed operations for flagship property of Inox to ensure seamless movie going experience for patrons.
- Responsible for heading a team of 40 employees, supervising events & promotions at the premises, engaging in vendor development programs, and consistently controlling operating costs.
- It was also instrumental in increasing Box Office revenues through large corporate and bulk bookings.
Hotel Operations
Marriott, Hyatt, Carlson Worldwide
Goa
01.1997 - 01.2006
- Worked extensively in the rooms division and food & beverage service.
Education
Hotel Management And Catering Technology -
Institute of Hotel Management
Bhopal, Madhya Pradesh 06.1994 - 06.1997
Skills
Client engagement strategies
Operational efficiency management
Client account management
Strategic business development
Analytical problem-solving
Customer relationship management
Organizational strategy development
Timeline
Account Lead (NetApp)
CBRE
12.2022 - Current
Key Account Manager (Qualcomm)
Compass India
09.2019 - 12.2022
Soft Services Lead India (HP Inc.)
JLL
03.2018 - 09.2019
Front Office Manager
Marriott International
04.2014 - 03.2018
Assistant Manager- Customer Services
Vodafone India Ltd
03.2008 - 03.2014
Manager Operations
Inox Leisure Ltd
05.2006 - 01.2008
Hotel Operations
Marriott, Hyatt, Carlson Worldwide
01.1997 - 01.2006
Hotel Management And Catering Technology -
Institute of Hotel Management
06.1994 - 06.1997
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