Guest Relations Executive

Guest Relations Executive – Roles and ResponsibilitiesBrindhavvan Areion Hospital Position: Guest Relations Executive (Female) Department: Front Office / Patient Relations Reports To: Front Office Manager / HR Department Primary Role:The Guest Relations Executive acts as the bridge between patients, their families, and the hospital. She ensures every guest and patient receives courteous service, timely assistance, and a positive hospital experience. The role emphasizes patient satisfaction, empathy, and professional communication. Key Responsibilities:Patient & Visitor Assistance: Greet and assist patients, attendants, and visitors with warmth and professionalism. Provide guidance regarding admission, billing, discharge, and other hospital services. Ensure patients and families are comfortable and well-informed during their stay. Patient Experience Management: Interact with patients regularly to assess satisfaction and address concerns promptly. Coordinate with departments to resolve patient complaints or service issues. Maintain a caring and approachable attitude toward all guests and patients. Admission & Discharge Coordination: Support the admission process by verifying documents and escorting patients to their rooms. Ensure a smooth discharge process by coordinating with billing, nursing, and pharmacy teams. Explain hospital policies, packages, and procedures clearly to patients and attendants. Communication & Coordination: Serve as a liaison between patients and hospital departments for service requests. Handle internal and external calls professionally and ensure timely communication. Coordinate with consultants, nursing, housekeeping, and diet departments for patient requirements. Service Quality & Feedback: Collect patient feedback forms and escalate concerns to the management when required. Participate in service improvement initiatives based on feedback analysis. Ensure hospital standards of hospitality and patient care are consistently maintained. Documentation & Reporting: Maintain daily records of patient interactions and feedback reports. Prepare summary reports for management on patient satisfaction levels. Ensure confidentiality and accuracy in all guest-related documentation. Professional Conduct & Presentation: Maintain a neat, professional appearance as per hospital grooming standards. Display courteous behavior and effective communication at all times. Uphold hospital values of empathy, respect, and service excellence. Emergency & Support Duties: Assist patients during medical or administrative emergencies calmly and efficiently. Support in VIP patient handling and hospital events as directed by management. Remain available for flexible work hours based on hospital needs. Skills & Competencies Required:Excellent communication and interpersonal skills. Pleasant personality with a service-oriented approach. Ability to handle patient queries and grievances with patience and tact. Proficiency in hospital software and MS Office. Strong coordination and problem-solving abilities.