701568-Guest Relation Officer - Operations

Job Description – Guest Relations Executive

Position: Guest Relations Executive
Department: Guest Relations / Front Office
Location: Apollo Hospitals
Reports To: Manager – Guest Relations / Front Office

Job Purpose

To provide excellent patient and attendant service by ensuring a smooth, courteous, and comfortable hospital experience. The Guest Relations Executive will act as a key point of contact for patients and visitors, addressing their queries and coordinating with various departments for timely resolution.

Key Responsibilities

• Welcome and assist patients, attendants, and visitors in a professional and courteous manner.
• Provide accurate information regarding hospital services, departments, doctors, facilities, and processes.
• Assist patients with registration, appointments, billing, diagnostics, pharmacy, and other hospital services.
• Handle patient and attendant queries, complaints, and feedback professionally.
• Coordinate with clinical and non-clinical departments to resolve patient concerns promptly.
• Escort or guide patients and visitors to the appropriate departments when required.
• Support VIP patients and special guests as per hospital protocols.
• Conduct regular rounds in designated areas to identify and address service-related concerns.
• Collect patient feedback and share observations with the concerned department/HOD.
• Maintain proper records of complaints, feedback, and service requests.
• Ensure compliance with hospital policies, SOPs, and patient safety standards.
• Support patient experience initiatives, events, and hospital communication activities.
• Maintain confidentiality of patient information at all times.
• Perform any other duties assigned by the reporting manager.

Qualifications

• Graduate in any discipline.
• Degree/Diploma in Hospitality, Healthcare Management, or a related field will be an added advantage.

Experience

• 1–3 years of experience in Guest Relations, Front Office, Hospitality, Customer Service, or Healthcare.
• Candidates with hospital experience will be preferred.

Key Skills

• Excellent communication and interpersonal skills.
• Patient-centric and service-oriented approach.
• Good problem-solving and coordination skills.
• Professional grooming and positive attitude.
• Ability to handle difficult situations calmly.
• Basic computer and MS Office knowledge.
• Good command of English and Hindi; knowledge of the local language is an advantage.
• Ability to work in shifts, including weekends and holidays.

Key Competencies

• Customer/Patient Focus
• Empathy and Courtesy
• Communication Skills
• Teamwork and Coordination
• Problem Solving
• Complaint Handling
• Professionalism
• Attention to Detail