Guest Relations Manager

Develop and implement patient experience strategies and service excellence initiatives aligned with the hospital’s vision and quality standards.Identify opportunities to improve the overall patient journey across all departments. Lead, mentor, and manage the Guest Relations team, ensuring high performance and service excellence.Develop team KPIs, conduct performance evaluations, and implement development plans.Oversee the management and resolution of complex and escalated patient complaints.Analyze complaint data and identify systemic issues impacting patient experience.Work closely with clinical and non-clinical departments to address patient concerns and improve service delivery.Collaborate with Quality, Nursing, Medical, and Operations teams to implement patient experience improvement initiatives. Participate in hospital committees related to quality, patient safety, and service excellence.Monitor and analyze patient satisfaction surveys, feedback channels, and complaint reports.Oversee VIP patient relations and personalized services.Ensure compliance with hospital policies, patient rights regulations, and accreditation standards.Support hospital accreditation requirements related to patient experience and service quality. Bachelor’s Degree in business Administration, Hospitality management or any related field.At least 5 - 7 years of experience in same title.Strong patient-centered approach with the ability to create a welcoming and supportive environment for patients and families.Advanced conflict resolution and complaint handling skills.Strong organizational and multitasking abilities in a fast-paced healthcare environment.Experience working with Patient Experience systems, CRM tools, or complaint management systems.Proficiency in Microsoft Office (Excel, PowerPoint, Word) for reporting and presentations.