Swapnil Sankhe

Experience

• 

  ITC Hotels

  Jul 2007 - Nov 2008

  Guest Service Associate

  Awarded a “Certificate of Appreciation” 3 times for performance at The Starwood Hotel.Received a “Well Done” letter from the Manager of the ITC Hotel for outstanding service.

• 

  Grange Hotels

  Jul 2009 - Apr 2010

  Reception Supervisor

  Managed front of house shifts and oversaw bookings, check in / check out and reservations.Trained and coached new joiners on procedures, regulations, service and hotel protocol.Patiently and diplomatically dealt with any guest requests, complaints or misunderstandings.Bridged the gap with other departments to provide a high level and memorable service.

• 

  The Lanesborough

  Feb 2011 - Dec 2013

  Front Office & Assistant Night Manager

  I provided high-profile / HNW individuals including royalty with a superior service, welcoming to the hotel, effectively managing high expectations and resolving issues with positivity. I also managed reception, switchboard and phones, passed on guest mail, created account reports and processed invoices. Greeted guests on arrival and instantly acknowledged their presence on entry to the hotel.In charge of the night switchboard including phone calls, enquiries, faxes and price requests.Swiftly distributed parcels and post to guests and notified them of any deliveries for signing.Reported on overdue guest accounts and cross-checked invoices against outstanding debt.Supported 5* service delivery by working with dining room staff, the concierge and butler.Welcomed guest feedback and their honest views on hotel amenities, facilities and services. Show less

• 

  The Caledonian Club

  Jan 2014 - Jul 2014

  Night Front of the House Manager

  Leading a night operations team, I acted as the first point of contact for queries and complaints, manning reception and bookings, coordinating room and food service, welcoming guests and liaising across departments.► Delivered excellence and an exemplary journey for all clients► Reported queries to other departments and diarized issues for management► Booked meeting rooms, distributed mail, and organised taxis, couriers & car rentalsLiaised with high profile guests and maintained high standards for reception, room & food service.Notified the management and the maintenance team of any issues with facilities or amenities.Answered incoming calls and took accurate messages for a wide range of guests at the club.Went above and beyond expectations by organising taxis, couriers and car rentals for clients.Managed shifts and oversaw inventory, check in and check outs, reservations and complaints.Applied procedures for room bookings, payments, invoice generation and sales transactions.Delivered service excellence to uphold a flawless and seamless customer journey for all guests. Show less

• 

  The Capital Hotels & Apartments

  Jul 2014 - Dec 2018

  Night Reception Manager / Guest Relations Manager

  Night Manager at The Capital Hotel which had a Michelin Star restaurant, I also maintained a visible presence at the Hotel Levin and Capital Apartments (all on Basil Street), supervising night teams. I was accountable for maximising occupancy, reconciling finances (as the only safe key holder), resolving customer issues and ensuring highly reactive guest service across rooms, reception, concierge, lobby & security.► Main point of customer and staff contact, coordinating reservations and guest services, resolving crises, incidents, complaints and challenging requests, and staying on after hours if needed► Trained and developed the night team on hotel policies, procedures and regulations► Covered staff absences personally to minimise issues for the business and colleagues► Swiftly responded to calls / emails regarding prices and availability and was consistently noted for maximizing occupancy and offering higher category rooms► Managed last minute and prospective reservations, showing guests round and upselling the hotels, providing a warm, genuine welcome and 7/10 times converting into sales ► Reconciled finances, correcting errors, investigating discrepancies and resolving issues before handovers► Generated a “faultless” audit and business / feedback reports for Executive Manager, GM & Operations Show less

• 

  CBRE Global Workplace Solutions (GWS)

  Apr 2019 - now

  I manage and co-lead team of 10 workplace ambassadors in providing a professional, high-class workplace service (incorporating building safety, improvement, maintenance, crises & incident management projects) to 7000 Goldman Sachs employees, initially across three buildings and co-managing the migration to one building in 2019.► First point of contact for clients, other building's occupants, facilities help desk tickets and emails with swift response & follow-up► Liaise with vendors, CBRE sub-contractors, contractors, ambassadors and senior leadership in maintaining BAU ► Ensure a safe, functioning environment that adheres to all CBRE’s QHSE procedures► Effectively manage incidents, crises, internal events and external events that may impact clients with forward planning, impact anticipation and information dissemination► Assess daily & weekly priorities such as maintenance / improvement works, and resolve snags ► Manage and process daily/weekly/monthly or ad-hoc internal and client reports► Coordinate and undertake regular liaison on-site► Lead on end-to-end crisis management including analysing client impacts, disseminating directions / information to occupants, organising signage / barriers, and delivering impact reports to clients► Accountable for divisional budgets – making budget decisions, delivering spend rationale and developing an excellent spend approval rate with CBRE-GWS senior leadership► Collaborate with the project team on ad hoc client projects, analysing costs and benefits and providing oversight on projects to deliver as per client’s specifications and timelines.Key projects / initiatives:🔸Successfully handled migration to a new campus in 2019 as part of wider FM team – including delivery of communal area shout-outs and development and dissemination of materials🔸Led the response to Covid-19, including deployment of 10,000 signs, devising safe routes, coordinating and demobilising Covid testing spaces, and managing return to work Show less

  • Workplace Services Lead - Goldman Sachs Account

    Feb 2023 - now

  • Deputy Workplace Services Lead- Goldman Sachs Account

    Apr 2019 - Jan 2023