Shikha Uthappa M
Community Manager, WeWork India
Bengaluru
Summary
Highly self motivated and agile professional with 12+ years experience in various multinational organizations. A leader with a history of progressively growing in hospitality management positions and working in diverse culture. Able to manage members with a great satisfaction rate and a team player with high emotional intelligence and sensitivity to the needs of members and the team.
Overview
12
12
years of professional experience
16
16
years of post-secondary education
Work History
Senior Community Manager
WeWork India
10.2023 - Current
- Responsible for revenue, expenses, and profitability of 6 locations in Bangalore (South Bangalore portfolio: 3,15,649 sq ft)
- Overseeing complex operations and customer service with a 18-member team, ensuring compliance with WeWork standards and Member Experience Satisfaction targets.
- Optimized community management budget by reallocating resources to high-impact initiatives.
- Collaborated with leadership to analyze KPIs (profitability, retention, NPS scores), identify opportunities, and strategize solutions for products, systems, and processes.
- Maintained high ENPS scores by managing employee morale, enhancing experiences, and minimizing attrition.
- Improved onboarding processes for new members, enhancing their overall experience.
Community Manager
WeWork India
10.2019 - Current
- Spearheaded multiple WeWork buildings totaling 13,19,295 sq ft in prime locations.
- Built and mentored efficient teams, driving growth and success.
- Oversaw daily operations, sales, invoicing, and member experience, collaborating with Account Managers, Operations, Finance, and Legal teams.
- Handled escalations, guiding team to prioritise member satisfaction.
- Analyzed budgets, P&L, and financial documents, strategising to increase EBITA.
- Served as SME for South, streamlining processes and enhancing member experience.
- Opened new buildings, built strong teams, and maximized profitability through cross-functional collaboration.
Community Lead
WeWork India
11.2018 - 10.2019
- Key member of pre-opening team for the 8th location in Bengaluru (WW Salarpuria Symbiosis).
- As Sales Lead, developed strategies with Brand, Marketing, and Regional Sales teams to achieve 90% occupancy in 1.5 years.
- Collaborated with Facilities, landlord, and vendors to maintain building upkeep, manage F&B, and housekeeping inventory, and reduce expenses.
- Analyzed P&L with Community Manager and developed action plans.
- Made effective decisions in the absence of Community Manager, ensuring member satisfaction and team morale.
Guest Experience Manager
Grand Hyatt Kochi Bolgatty
08.2017 - 11.2018
- Developed SOPs and guest experiences aligned with Hyatt standards during pre-opening.
- Recruited and trained staff on brand standards, SOPs, soft skills, and daily operations.
- Conducted trial runs for service sequences.
- Set up EPABX and guest communication processes.
- Utilized Hyatt’s Guest Experience Management tool to track preferences and suggest actions.
- Expanded loyalty database by enrolling and upselling guests.
- Proposed and implemented strategies to maximize room revenue and manage executive lounge inventory.
- Acted as Department Head in the absence of Front Office Manager, reducing bad debt and allowances.
- Analyzed budgets, P&L statements, and operating costs to support financial management.
Assistant Manager, Front Office
Grand Hyatt Goa
07.2013 - 08.2017
- Managed Guest Services, ensuring speedy, accurate, and efficient telephone and message service.
- Oversaw Guest Relations, including VIP movements, check-in/out procedures, complaint handling, and room control.
- Gained experience in the Executive lounge (The Grand Club) and assisted with Bell Desk and Concierge operations.
- 2014-2016: Hyatt Gold Passport Specialist at Grand Hyatt, Goa, managing loyalty program.
- Served as Departmental Trainer and worked as Duty Manager in Front Office and Night Audit Manager.
Corporate Leadership Trainee
Hyatt Hotels Corporation
07.2012 - 07.2013
Education
Post Graduate Program in Project Management - Project Management
UMassAmherst| Isenberg School of Management
05.2021 - 10.2021
Bachelor’s in Hotel Management - Hospitality Management
Christ University
Bengaluru 10.2008 - 05.2012
Pre-University - Science
SIES College Of Science And Management
Maharashtra 06.2006 - 06.2008
Primary And High School -
Lok Puram Public School (CBSE Board)
Maharashtra 04.1996 - 04.2006
Timeline
Senior Community Manager
WeWork India
10.2023 - Current
Post Graduate Program in Project Management - Project Management
UMassAmherst| Isenberg School of Management
05.2021 - 10.2021
Community Manager
WeWork India
10.2019 - Current
Community Lead
WeWork India
11.2018 - 10.2019
Guest Experience Manager
Grand Hyatt Kochi Bolgatty
08.2017 - 11.2018
Assistant Manager, Front Office
Grand Hyatt Goa
07.2013 - 08.2017
Corporate Leadership Trainee
Hyatt Hotels Corporation
07.2012 - 07.2013
Bachelor’s in Hotel Management - Hospitality Management
Christ University
10.2008 - 05.2012
Pre-University - Science
SIES College Of Science And Management
06.2006 - 06.2008
Primary And High School -
Lok Puram Public School (CBSE Board)
04.1996 - 04.2006
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