Guest Relation Manager

Department: Guest Relations / Patient Experience

Designation: Guest Relation Manager

Experience: 8 to 12 Years

Qualification: MBA / PGDM

Industry: Hospital / Healthcare

Job Summary

We are looking for an experienced and customer-focused Guest Relation Manager to oversee guest and patient experience initiatives within the hospital. The role will be responsible for ensuring high standards of patient service, managing guest relations, resolving concerns, and coordinating with various hospital departments to deliver a seamless and positive experience.

Key Responsibilities

- Lead and manage the Guest Relations / Patient Experience team and ensure smooth day-to-day operations.
- Ensure high standards of patient and attendant service across the hospital.
- Handle patient and guest queries, concerns, complaints, and feedback professionally and ensure timely resolution.
- Develop and maintain solid relationships with patients, attendants, VIP guests, and other stakeholders.
- Coordinate with clinical and non-clinical departments to address service-related concerns.
- Monitor patient feedback, satisfaction scores, and service quality metrics.
- Identify recurring service issues and recommend corrective and preventive actions.
- Conduct regular rounds to assess patient experience and identify areas for improvement.
- Ensure adherence to hospital service standards, SOPs, and customer service protocols.
- Train and mentor Guest Relations Executives and other front-facing staff on communication, etiquette, and service excellence.




- Handle VIP patients and special guests with appropriate attention and coordination.
- Prepare and maintain MIS reports related to guest feedback, complaints, service quality, and patient satisfaction.
- Work closely with Hospital Administration, Nursing, Front Office, Billing, and other departments to improve the overall patient journey.
- Support patient experience initiatives, surveys, service audits, and improvement projects.
- Ensure professional communication and a patient-centric approach at all times.

Desired Skills & Competencies

- Excellent communication and interpersonal skills.
- Strong customer service and relationship management abilities.
- Good problem-solving and conflict-resolution skills.
- Strong leadership and team-management capabilities.
- Ability to handle sensitive and challenging patient/attendant situations.
- Professional appearance, etiquette, and positive attitude.
- Strong coordination and stakeholder-management skills.
- Good knowledge of hospital processes and patient experience standards.
- Proficiency in MS Office and MIS reporting.

Candidate Profile

- MBA / PGDM qualified candidate with 812 years of relevant experience.
- Candidates with prior experience in hospital/healthcare guest relations, patient experience, hospitality, or customer service management will be preferred.
- Female candidates are preferred for this role.
- Should possess strong leadership, communication, and relationship-management skills.
- Experience handling VIP patients, patient complaints, and service-quality initiatives will be an added advantage.

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