1. Job Purpose

The Guest Relations Officer for VIP is responsible for providing personalized, premium-level assistance and hospitality services to VIP patients, their families, and special guests during their hospital stay.

The officer acts as the primary point of contact between VIP patients and hospital departments, ensuring a smooth, comfortable, and satisfactory patient experience while maintaining confidentiality, professionalism, and high standards of service.

2. Key Roles and Responsibilities

A. VIP Patient and Guest Assistance

- Welcome VIP patients and their attendants with courtesy and professionalism.
- Personally attend to VIP patients during admission, room allocation, transfer, and discharge.
- Conduct regular rounds of VIP rooms and floors to check patient and attendant satisfaction.
- Ensure VIP patients receive prompt assistance for their requests and concerns.
- Coordinate special arrangements for VIP guests, including room amenities and hospitality requirements.
- Maintain a professional and approachable relationship with patients and their families.

B. Patient Coordination and Support

- Act as a single point of contact for VIP patients and their families.
- Coordinate with doctors, nursing teams, billing, pharmacy, laboratory, radiology, housekeeping, security, and other departments.
- Facilitate timely communication regarding appointments, investigations, procedures, and discharge formalities.
- Follow up on pending patient requests and ensure timely resolution.
- Assist patients and attendants in navigating hospital services.

C. Room and Floor Management

- Conduct routine inspections of VIP rooms to ensure cleanliness, comfort, and readiness.
- Coordinate with housekeeping to maintain premium room standards.
- Ensure availability of toiletries, drinking water, linen, and other approved room amenities.
- Monitor room temperature, lighting, television, call bell, and other facilities.
- Immediately report maintenance issues and ensure timely rectification.
- Maintain a peaceful, safe, and comfortable environment on the VIP floor.

D. Complaint and Grievance Management

- Listen to patient and attendant concerns patiently and professionally.




- Resolve service-related complaints within the scope of authority.
- Escalate clinical concerns and medical emergencies immediately to the appropriate clinical team.
- Coordinate with concerned departments for timely complaint resolution.
- Maintain proper documentation of complaints, actions taken, and closure status.
- Conduct follow-up to ensure patient satisfaction after issue resolution.

E. Hospitality and Service Excellence

- Ensure personalized attention and premium hospitality for VIP patients.
- Coordinate approved food and beverage requests with the dietary department.
- Assist with visitor management and provide information about hospital facilities.
- Ensure courteous communication and professional conduct among service staff.
- Maintain high standards of grooming, etiquette, and patient interaction.

F. Documentation and Reporting

- Maintain daily VIP patient visit and interaction records.
- Maintain VIP patient feedback and complaint registers.
- Prepare daily floor activity reports.
- Monitor pending requests and follow up until closure.
- Report recurring service issues to the Guest Relations Manager.
- Maintain strict patient privacy and confidentiality.

3. Daily Routine Responsibilities

Frequency & Responsibility in Morning to Check VIP room readiness and patient requirements

Every shift Conduct VIP floor rounds

As required Coordinate with patient and attendant requests

Follow up on pending complaints and services

Before discharge, Coordinate discharge experience and feedback at End of shift

Submit handover and daily activity report

4. Key Performance Indicators (KPIs)

- VIP patient satisfaction score.
- Number of VIP floor rounds completed.
- Complaint resolution time.
- Percentage of complaints closed within the defined timeline.




- VIP room readiness and housekeeping compliance.
- Patient and attendant feedback.
- Timely coordination of patient requests.
- Documentation and reporting accuracy.

5. Qualifications and Skills

Educational Qualification:

- Graduate in Hospital Administration, Healthcare Management, Hospitality Management, or any relevant discipline.
- Diploma or certification in hospitality or patient relations is an added advantage.

Experience:

- 1–3 years of experience in hospital guest relations, front office, patient relations, or hospitality services.
- Experience in handling VIP patients or premium hospitality services is preferred.

Required Skills:

- Excellent verbal and written communication.
- Strong interpersonal and customer service skills.
- Problem-solving and complaint-handling abilities.
- Good coordination and time-management skills.
- Skilled grooming and positive attitude.
- Ability to handle sensitive situations diplomatically.
- Basic computer and MS Office knowledge.
- Strong confidentiality and patient service orientation.

6. Authority and Escalation

The Guest Relations Officer for VIP Floor is authorized to:

- Coordinate with all relevant hospital departments.
- Follow up on pending patient requests.
- Escalate service-related issues to the Guest Relations Manager.
- Report room maintenance and housekeeping deficiencies.
- Recommend service improvements.

The officer must not provide medical advice, change treatment plans, make clinical decisions, or promise clinical outcomes.

7. Expected Behaviour and Professional Standards

- Maintain 100% patient confidentiality.
- Demonstrate empathy, patience, and respect.
- Maintain professional grooming and etiquette.
- Never argue with patients or attendants.
- Avoid making unauthorized commitments.
- Ensure prompt communication and proper handover between shifts.
- Treat every VIP patient and family member with dignity and respect.

Interested Candidate can forward your updated resume to - [email protected]

or the candidate can walkin from Monday to Friday between (9am to 3pm)

or whatsapp your resume to - +91-(phone hidden).

Work Location: In person

📌 Guest Relations Officer (Coimbatore)
🏢 FIREBIRD INSTITUTE OF RESEARCH IN MANAGEMENT
📍 Coimbatore