HEAD – HOSPITALITY

7 - 10 Years
Chennai

Job Description

Qualification: MBA from a premier institute

Experience Required: 07 - 10 years of work experience in a Star Hotel Industry

Other Requirements:

It is preferable if the candidate has worked in Service / Hospitality industry.
The candidate must have managerial expertise of managing CRM / Banquets / Restaurant / Room booking
The candidate must have held leadership position in his / her previous role.
The candidate should be process driven and have an eye for detail
The candidate must have a pleasing personality
The candidate must be innovative and think of solutions during crisis and for long term stability

RESPONSIBILITIES:

Patients expect efficient hospital management and services that delivers excellent clinical outcome and positive experience. The concept for value for money is being demanded in healthcare and hospital service providers as the patient is also a banking customer, airline customer, entertainment customer, which has redefined his experience through a blend of technology and superior customer service. Several touch points in Out-patient and In-Patient include Registrations, Doctor Consulting, Interaction with Pharmacy, Ambulance Services, Lab and Radiology service, Surgery, Post-Op care, Intensive Care, Discharge, Coordination with Insurance, Follow up etc. The patients and attendants interact with various medical, non-medical and para-medical staff of the hospital. In addition, patients and attendants encounter F&B services, Utilities such as Parking, Security and Housekeeping services. All of them present touch points that decide the overall operational excellence and patient satisfaction in the hospital. In this regard the role of Head-Hospitality would include the following.

PRIMARY RESPONSIBILITIES:

The Head of Hospitality would focus on the users happiness across the following areas.
Patients Arrival, Atrium / Lobby Interaction, Registrations, Ambulance, Patient Scheduling, Insurance, Improve waiting time, Appointment Scheduling, Pantry / Restaurant delivery, Housekeeping, Security, Parking,
a) To create a Hospitality Centric Philosophy (HCP) across the patient interaction and touch points through providing a refined service design and delivery.
b) To offer hospitality to patients at par with the hospitality experience offered to hotel guests
c) Work closely with Operations and track the various information on customer satisfaction and improve service outcome.
d) Be a member of Service Excellence Council of the Hospital and initiate key cutting edge ideas for refining and customizing the service design and delivery.
e) Build, Staff and Run the hospital that would take healthcare on a new trajectory.
f) Coach and Train employees to develop a strong sense of empathy that creates better connect and care for patients and their families.
g) Manage a team of Hospitality staff who strive to deliver superior experience.
h) Collaborate with other departments and address topics proactively in driving operational excellence.

ADDED PRIMARY RESPONSIBILITIES: (3-4 Years)

These are responsibilities that are in addition to the some of the Core responsibilities explained above
a) Establish MGM as No. 1 in Healthcare in the city on all parameters
b) Contribute to the Executive Council discussions and initiate a patient centric strategy.
c) Partner with operations to receive the accreditation and certification from NABH / JCI / NABL
d) Drive the relevant parameters of the Balanced Score Card that delivers on key metrics of Profitability / Customers / Internal Process / Learning & Growth

SALARY: Salary would not be a constraint for the best / right candidate.

This position reports to COO


Keyskills

Desired Candidate Profile

Please refer to the Job description above

Education-

PG:MBA/PGDM - Hospitality Management, Other Management

Company Profile

MGM Healthcare Private Limited

MGM Healthcare, as the for-profit offshoot of MGM group will be called, is in the process of setting up a large 400 bed super specialty hospital in the heart of Chennai in Nelson Manickam Road. This is a landmark location since it is near Anna Nagar, Aminjikarai, Ponamallee High road, Nungambakkam and Kilpauk. Anna Nagar is densely populated with doctors and MGM wishes to position itself as a destination location for some of the top doctors in the city to work. The hospital is being set up in a building that measures 3+ lakh square feet and the finishes will be in lines with global leaders in healthcare like the Mt.Elizabeth / Mt.Novena hospitals in Singapore. MGM Healthcare aims to elevate the user overall experience for the patients and their relatives. MGM will be investing heavily in information technology tools and CRM to constantly improve the patient experience and provide a standard of care that will be new in the region. The institute will operate under seven broad centers of excellence including Cardiac Sciences, Neuro Sciences, Gastroenterology, Orthopedics, Transplant Sciences, Nephrology & Urology and Obstetrics & Gynecology. Besides, smaller centers including ENT, Ophthalmology, Dermatology, Psychiatry, Diabetes and Endocrinology, Pulmonology and Critical care and Emergency medicine will be available to ensure MGM is a one-stop medical center for every disease condition. The hospital will have special emphasis on International medical tourism as well as concierge care that will cater to the discerning customer. The hospital will be remembered by patients, their relatives and visitors for the personalized care provided by the whole care team – doctors, nurses, healthcare workers, administration and our aim is that they will form a lifelong bond with their care team and will trust MGM with any of their healthcare woes in the future. The values that are most important to MGM are: Transparency, Trust, Care/Service
View Contact Details+

Recruiter Name:HR Manager

Contact Company:MGM Healthcare Private Limited

Telephone:04423746575

Website:http://careers.mgmhealthcare.in

Salary

Not Disclosed by Recruiter

Functional Area

Hotels, Restaurants

Role Category

Senior Management

Role

Head/VP/GM-Accounts

Employment Type

Permanent Job, Full Time