Guest Relations Officer-Longevity Clinic Admin

Sheikh Shakhbout Medical City; Abu Dhabi; On-site; AED 60,000 - 100,000; Full time

Job summary

Sheikh Shakhbout Medical City seeks a Guest Relations Officer for its Longevity Clinic. This role focuses on enhancing the patient experience through effective communication, problem resolution, and ensuring a culturally sensitive environment. The ideal candidate will hold a relevant degree and possess expertise in hospitality management, ready to support diverse patient needs.

Qualifications

• Bachelor's degree or diploma with additional experience required.
• 2-4 years in guest relations/hospitality.
• Specialist certifications in service excellence preferred.

Responsibilities

• Manage inquiries and complaints from patients and visitors.
• Provide guidance and support to ensure patient comfort.
• Coordinate case resolution among multidisciplinary teams.

Skills

Empathy

Customer Service

Cultural Sensitivity

Communication

Education

Bachelor's degree in Hospitality or relevant field

Master's Degree in Hospitality Management

Tools

Patient experience database system

Job description

Guest Relations Officer - Longevity Clinic Admin

To ensure a welcoming and supportive, culturally sensitive environment for patients, families, and visitors within the hospital. This role is responsible for providing exceptional customer service by addressing patient inquiries, assisting with navigation, resolving concerns, and enhancing the overall patient experience. The Guest Relations Officer acts as a liaison between patients and hospital departments, ensuring seamless communication and service recovery. They contribute to a culture of empathy, respect, and patient-centered care by actively engaging patients, gathering feedback, and supporting initiatives that improve patient satisfaction and well-being.

Required:

• Bachelor's degree or equivalent in Hospitality or relevant field OR Diploma in relevant field with 3 years of additional experience
• Master's Degree or equivalent in Hospitality Management or any other relevant field

Specialist Certifications:

• Hospitality, Service Excellence, and/or communication
• Mastery in client interaction and service recovery

Experience:

• 2-4 years of relevant experience in guest relations and hospitality roles
• Experience in hotel management and/or a large healthcare facility
• Welcomes patients and visitors warmly upon arrival, providing guidance and support throughout their stay in a professional and courteous manner
• Ensures patient comfort by addressing immediate needs, offering amenities, and maintaining a patient-centered approach
• Assists in arranging special accommodations, transportation, and personalized services for international and VIP patients
• Promotes a welcoming and culturally sensitive environment, respecting the diverse needs of SSMC's patient population
• Assists in crisis situations, controlling visitor flow and providing guidance and information to patients and their families
• Manages visitors by communicating visiting times, available amenities, and services provided by SSMC
• Explains facility policies and procedures for patients, families, and visitors
• Assists patients with concerns that cannot be directly resolved by their care team
• Facilitates sharing patient concerns with appropriate staff and coordinates case resolution among multidisciplinary teams if needed, following up until closure, including arranging family meetings if necessary
• Maintains records of patient requests and concerns using the patient experience database system for quality improvement
• Communicates effectively with patients and relatives, ensuring high standards of customer care
• Assists patients with information on submitting formal complaints
• Maintains confidentiality of patient information in accordance with facility policy

Accountabilities:

• Ensures all written documents are clear and appropriately formatted
• Maintains the highest standards of patient care and confidentiality

Role-Specific Responsibilities:

• Manage guest relations inquiries via phone, email, or in person
• Serve as the primary contact for patient inquiries, complaints, and feedback, ensuring prompt and effective resolution, escalating issues to relevant departments as needed
• Guide staff and colleagues during in-the-moment concerns with patients, using empathic communication
• Collaborate with Patient Experience leadership, practice, and operations to identify improvement opportunities
• Maintain accurate records of patient interactions and follow-up actions
• Organize and support hospital events, awareness campaigns, and patient experience initiatives

Company Industry

• Medical
• Medical Devices

Departments / Functional Areas

• Chefs
• F&B
• Front Desk

Keywords

• Guest Relations Officer - Longevity Clinic Admin

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