Manager, Visitor Experience Services

Reporting to the Assistant / Deputy Director, Hospitality & Environmental Services, you will assist to achieve the divisional goals and approved operational performance (including KPIs, objectives and budgetary goals). You will be leading and managing an Executive team and Patient Information Associate (PIA) team in HealthCity Novena (HCN), overseeing the daily operations of the following:

• Facilitation of inpatient visitors in accordance to the HCN Visitation Policy
• Concierge services
• Manage and enforce visitors’ compliance to the HCN Visitation Policy
• Manage and resolve visitors’ feedback/complaints arising from the department’s operations promptly. Offer service recovery if necessary.

You will also assist to support Director on behalf of the Deputy Director during his/her absence to ensure smooth running of the daily operations. You will also assist and support other departments within the division and designated secretariat roles assigned to the division.

Requirement

• Bachelor degree with preferably at least 5 years of supervisory experience in customer service, operations, estate management and related functions
• Excellent interpersonal and communication skills
• Experience in managing large teams, handling complex complaints with empathy, ease and professionalism
• Advocate change and is self-driven and enjoys working in a fast pace environment
• Ability to respond quickly to rapid changing situations and make effective decisions with minimum supervision
• Healthcare experience is a plus