Guest Relation Executive

Resonacle; Navi Mumbai; On-site; INR 300,000 - 550,000; Full time

Job summary

Resonacle invites applications for Guest Relations / Operations roles in Navi Mumbai. The candidate will engage with patients and visitors, explain hospital facilities, and coordinate resolution of concerns across operations.

This position emphasizes confidentiality and professional handling of feedback and complaints. Responsibilities include supporting admissions, discharges and VIP services, maintaining records, and contributing to patient-experience initiatives while collaborating with

Qualifications

• Graduate; qualification in Hospital Administration, Hospitality or Customer Relationship Management preferred.
• Hospital/hospitality experience preferred.

Responsibilities

• Conduct regular patient rounds in OPD/IPD areas.
• Welcome and assist patients, attendants, VIPs and visitors.
• Explain available hospital facilities and support services.
• Identify patient concerns proactively and coordinate resolution.
• Receive complaints professionally and ensure appropriate escalation.
• Maintain complaint and feedback records and track issues until closure.
• Coordinate with Nursing, Doctors, Billing, TPA, Housekeeping, Dietary, Pharmacy, Diagnostics and other departments.
• Support patients during admission, hospitalization and discharge wherever required.
• Obtain patient feedback and communicate significant concerns to Operations/Management.
• Facilitate VIP/protocol services as instructed.
• Ensure patients and attendants are treated respectfully and courteously.
• Monitor patient-facing areas and report deficiencies in cleanliness, signage, amenities or service.
• Assist in service recovery following complaints or service failures.
• Maintain confidentiality of patient and organizational information.
• Prepare patient feedback/complaint reports and trend analyses.
• Participate in patient-experience and quality-improvement initiatives.
• Perform other responsibilities assigned by Operations/Management.

Education

Graduate; qualification in Hospital Administration, Hospitality or Customer Relationship Management preferred

Job description

Department: Guest Relations / Operations

Reports To: Guest Relations Manager / Head Operations

Qualification & Experience

Graduate; qualification in Hospital Administration, Hospitality or Customer Relationship Management preferred. Hospital/hospitality experience preferred.

Responsibilities

1. Conduct regular patient rounds in OPD/IPD areas.
2. Welcome and assist patients, attendants, VIPs and visitors.
3. Explain available hospital facilities and support services.
4. Identify patient concerns proactively and coordinate resolution.
5. Receive complaints professionally and ensure appropriate escalation.
6. Maintain complaint and feedback records and track issues until closure.
7. Coordinate with Nursing, Doctors, Billing, TPA, Housekeeping, Dietary, Pharmacy, Diagnostics and other departments.
8. Support patients during admission, hospitalization and discharge wherever required.
9. Obtain patient feedback and communicate significant concerns to Operations/Management.
10. Facilitate VIP/protocol services as instructed.
11. Ensure patients and attendants are treated respectfully and courteously.
12. Monitor patient-facing areas and report deficiencies in cleanliness, signage, amenities or service.
13. Assist in service recovery following complaints or service failures.
14. Maintain confidentiality of patient and organizational information.
15. Prepare patient feedback/complaint reports and trend analyses.
16. Participate in patient-experience and quality-improvement initiatives.
17. Perform other responsibilities assigned by Operations/Management.