Guest Relations Manager Royal Womens Hospital Abu Dhabi

A Guest Relations Manager at NMC Healthcare develops and promotes high standard of customer care service and increases staff awareness to exceed patient’s expectations. The role holder implements customer service activities that contribute to exceeding patients expectations. The incumbent also handles and resolves patient complaints and rewards for patient compliments.

Responsibilities of Guest Relations Manager

  • Develops, maintains and monitors Customer Compliment and Complaint Management Process System.
  • Facilitates solutions to patient problems directly or through other department/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; analyzing information and applications.
  • Ensures employees are highly trained in quality improvement and understand their contributions towards total exceeding in patients 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.

Other Accountabilities

  • Facilitates interdepartmental communication, negotiation and decision-making.
  • Documents and communicates relevant information, actions and decisions to the Hospital Administrator.
  • Ensures all relevant reports are submitted by the due date.
  • 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.
  • Identifies, in writing, the services to be provided by the department, and integrates or coordinates those services with the services of other departments.
  • Improves quality and patient safety by participating in hospital wide improvement priorities and in monitoring and improving patient care specific to the department/service.
  • Engages staff in improvement activities that reflect the hospital wide priorities and address the clinical or nonclinical activities specific to the department / service.
  • Shares accountability for the review, selection, and monitoring of nonclinical contracts.
  • Promotes a culture of safety in the department /& across the hospital.

Qualifications & Experience

Following are the requirements for the role of Guest Relations Manager at NMC Healthcare:

  • Three years Bachelor’s Degree preferably in commerce or administration or Medical.
  • An MBA / MSc HM is preferable.
  • Two years or more in a hospitality position with demonstrated management and administrative skills.

Job Skills

  • 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.
  • Excellent command of oral and written English. Arabic language advantageous/desirable but not essential.
  • Possess a “can do” and flexible approach.
  • Ability to demonstrate highly developed communication and organizational skills at all levels.
  • Ability to provide compassionate care that is respectful to patients’ preferences.
  • Knowledge of computer skills including Microsoft Word and Excel.
  • Ability to work autonomously with minimal supervision and in a team within a complex clinical setting.

Guest Relations Manager Jumeirah Al Qasr

Marketing Executive NMC Royal Hospital Abu Dhabi

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