Manager – Service Excellence

Manager – Service Excellence

Industry: Healthcare | Candidates from Hospitality Industry Preferred

We are looking for an experienced hospitality professional to drive service excellence and enhance the overall patient experience at our hospital.

Key Responsibilities:

• Drive patient-centric service excellence across hospital touchpoints.
• Enhance patient and family experience through compassionate and personalised service.
• Establish and implement service standards and SOPs.
• Train and groom frontline teams on etiquette, communication, empathy and service standards.
• Handle patient grievances and ensure effective service recovery.
• Monitor patient feedback, satisfaction scores and service quality.
• Improve patient journey, coordination and waiting-time experience.
• Conduct regular service audits and drive continuous improvement.

Candidate Profile:

• Graduate/Postgraduate in Hotel Management, Hospitality or Business Administration.
• 8–12 years of experience, preferably in 5-star hotels, luxury hospitality, premium resorts or airlines.
• Experience in Guest Relations, Front Office, Customer Experience or Service Excellence.
• Excellent communication, interpersonal and leadership skills.
• Strong customer-centric approach, empathy and problem-solving abilities.
• Ability to translate hospitality best practices into a patient-centric healthcare environment.

Ideal Candidate: A hospitality professional passionate about creating exceptional experiences, with a strong commitment to compassion, patient dignity and service excellence.

Pay: ₹50,000.00 - ₹65,000.00 per month

Benefits:

• Paid time off
• Provident Fund

Work Location: In person