Position Summary

The Manager Guest Relations is responsible for leading the Guest Relations function to deliver an exceptional patient and attendant experience throughout the hospital journey. The incumbent will oversee patient assistance services, grievance management, VIP patient handling, patient feedback mechanisms, service excellence initiatives, and ensure high standards of hospitality while coordinating with all clinical and non-clinical departments.

Key Responsibilities

Patient Experience & Service Excellence

- Lead and manage the Guest Relations team to ensure seamless patient and visitor assistance.
- Develop and implement patient-centric initiatives to enhance overall patient satisfaction.
- Ensure patients and attendants receive timely guidance, support, and information throughout their hospital stay.
- Monitor patient touchpoints and recommend improvements to enhance service quality.
- Promote a culture of empathy, compassion, and hospitality across the organization.

Guest Relations Operations

- Supervise daily Guest Relations activities across OPD, IPD, Emergency, Diagnostics, and other patient care areas.
- Ensure prompt resolution of patient concerns and service-related issues.
- Coordinate with medical, nursing, billing, housekeeping, security, and support departments to ensure smooth patient flow.
- Oversee VIP patient handling and ensure personalized services.

Complaint & Grievance Management

- Manage patient complaints, escalations, and service recovery initiatives.
- Conduct root cause analysis of recurring complaints and implement corrective and preventive actions.
- Ensure all grievances are documented, tracked, and resolved within defined timelines.




- Present periodic complaint analysis reports with recommendations for improvement.

Patient Feedback & Quality Improvement

- Monitor patient satisfaction surveys and Net Promoter Score (NPS) reports.
- Analyze patient feedback trends and collaborate with department heads to improve service quality.
- Drive continuous improvement projects focused on enhancing patient experience.

Team Leadership

- Recruit, train, mentor, and evaluate Guest Relations Executives.
- Conduct regular coaching sessions and performance reviews.
- Ensure adequate manpower planning and shift scheduling.
- Build a high-performing, customer-focused team.

Coordination & Stakeholder Management

- Collaborate with consultants, nursing, operations, administration, finance, and support departments.
- Coordinate patient assistance during admissions, discharges, transfers, and emergency situations.
- Support hospital accreditation standards related to patient rights and patient satisfaction.

Reporting & Compliance

- Prepare monthly MIS reports on patient satisfaction, complaints, service recovery, and departmental KPIs.
- Ensure compliance with NABH standards, hospital policies, and patient rights guidelines.
- Participate in quality audits and accreditation activities.

Qualifications

- Bachelor's Degree in Hospitality Management, Healthcare Management, Hotel Management, Hospital Administration, or a related field.




- Master's Degree (MHA/MBA-Hospital Administration/Hospitality Management) preferred.

Experience

- 710 years of experience in Guest Relations, Patient Experience, Customer Service, or Hospitality.
- Minimum 3 years of experience in a managerial role within a multi-specialty hospital.
- Experience in NABH-accredited hospitals will be preferred.

Required Skills

- Strong leadership and people management skills.
- Excellent verbal and written communication.
- Exceptional interpersonal and customer service skills.
- Patient grievance handling and conflict resolution expertise.
- Strong problem-solving and decision-making abilities.
- Knowledge of patient experience methodologies and quality standards.
- Proficiency in MS Office and Hospital Information Systems (HIS).
- Strong analytical and reporting skills.
- Ability to work under pressure in a rapid-paced healthcare environment.

Key Competencies

- Patient-Centric Approach
- Service Excellence
- Leadership & Team Development
- Emotional Intelligence
- Communication & Relationship Management
- Conflict Resolution
- Operational Excellence
- Quality & Compliance Orientation
- Accountability
- Continuous Improvement

Preferred Candidate Profile

- Experience managing Guest Relations operations in a reputed multi-specialty hospital.
- Strong understanding of patient journey mapping and service excellence.
- Proven ability to lead cross-functional teams and improve patient satisfaction metrics.
- Ability to build positive relationships with patients, attendants, consultants, and hospital staff while maintaining the highest standards of professionalism and hospitality.

📌 Guest Relations Manager (Gurugram)
🏢 Paras Health
📍 Gurugram