Guest Manager in NMC Royal Womens Hospital Abu Dhabi

Guest Manager in NMC Royal Womens Hospital Abu Dhabi is accountable for developing and promoting a high standard of customer care service and increasing staff awareness to exceed patients’ expectations. This job ID number is 3814.

RESPONSIBILITIES OF GUEST MANAGER IN NMC ROYAL WOMENS HOSPITAL

• Implements customer service activities that contribute to exceeding patients’ expectations.
• Handles and resolves patient complaints and rewards for patient compliments.
• Develops, maintains and monitors Customer Compliment and Complaint Management Process System.
• Facilitates solutions to patient problems directly or through other departments/parties which may include reassignment of customer relations staff accordingly.
• Implements continuous quality improvement activities:
• Determines customer service requirements by maintaining contact with patients; visiting operational environments within the hospital; conducting surveys; benchmarking best practices; and analyzing information and applications.
• Ensures employees are highly trained in quality improvement and understand their contributions towards total exceeding in patient satisfaction.
• Executes discipline at all levels to deliver continuous service improvement.Collaborates with Human
• Resources in recruitment procedures for the Customer Care staff.
• Implements and monitors the staff appreciation program.
• Implements and monitors the employee suggestion program.
• Manages all socially related work of patients when required, in collaboration with the social work department when appropriate.
• Takes corrective action in situations requiring mediation which may include interpretation and administration of hospital policy and work rules relating to customer care services.
• Mediates and problem-solves for inter-/intra-departmental issues. Facilitates interdepartmental communication, negotiation and decision-making.
• Documents and communicates relevant information, actions and decisions to the Hospital Administrator.
• Collaborates with clinical and support staff to deliver high-quality customer service care on a 24-hour basis.
• Maintains visibility with hospital staff by conducting daily rounds.
• Demonstrates ability to see the big picture in terms of the strategic operational plan and ability to monitor and direct processes to fulfil such plans

QUALIFICATIONS

• Bachelor’s Degree in commerce or administration required.
• An MBA / MSc HM  is preferred.
• Two years experience as Guest Relations Manager
• Outstanding leadership, communication, interpersonal and customer service skills.
• Dynamic public speaker and comfortable when interacting in both one-on-one and group settings.
• Ability to review procedures and implement new models of service delivery to satisfy client and organizational requirements.
• Demonstrated commitment to quality outcomes and ability to consult with staff regarding continuous improvement.

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