Senior Manager, Hospitality

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Role Overview:

We are seeking an experienced Senior Manager - Hospitality to lead patient experience and facility operations at our medical centre. This role combines hospitality management with healthcare coordination, ensuring exceptional patient service from arrival to departure while maintaining compliance with medical facility standards.

Key Responsibilities:

1. Patient Experience & Operations
• Oversee patient interactions from initial contact through post-visit follow-up
• Develop patient satisfaction protocols and manage feedback systems
• Coordinate with medical staff to ensure seamless patient flow and minimal wait times
• Train and supervise front desk, reception, and patient services staff
• Ensure facility maintains welcoming, compliant environment
• Manage cleaning, maintenance, vendor relationships, and supply inventory
2. Team Leadership & Business Management
• Recruit, train, and manage hospitality and administrative support staff
• Conduct performance evaluations and foster patient-centered team culture
• Monitor patient satisfaction metrics and operational KPIs
• Manage budgets for hospitality services, supplies, and facility maintenance
• Implement process improvements and coordinate with billing departments

Required Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, Healthcare Administration, or related field
• Healthcare setting experience strongly preferred
• Exceptional interpersonal and communication skills
• Strong organizational abilities and proficiency in healthcare management software
• Financial management experience and problem-solving skills

Preferred Qualifications

• Master’s degree in Hospitality/Hospital Administration/Business Administration
• Healthcare administration or hospitality management certifications
• Recommended 6 – 8 years’ experience in a Hospital/Medical centre with a focus on Hospitality
• Experience with electronic health records (EHR) systems