We are hiring a dynamic and result‑driven General Manager – Hospitality for a newly launched healthcare unit in Gurgaon. the individual will lead hospitality and service excellence function, bringing 5‑star hotel standards into a healthcare environment. The role is responsible for delivering a world‑class patient and attendant experience, ensuring seamless service delivery across all non‑clinical touchpoints while maintaining safety, hygiene, and regulatory compliance.
Key Responsibilities
1. Patient & Attendant Experience
- Design and implement luxury hospitality‑led patient experience frameworks across OPD, IPD, ICUs, and premium patient segments.
- Own end‑to‑end patient journey mapping from admission to discharge.
- Ensure high standards of personalized service, empathy, responsiveness, and comfort.
- Drive continuous improvement in NPS and patient satisfaction scores.
2. Hospitality Operations & Services
Oversee the following non‑clinical hospitality functions:
- Housekeeping & Infection‑safe cleaning
- Food & Beverage services (patient diets, cafeterias, executive lounges)
- Front Office / Admissions / Guest Relations
- Security, transport, valet & patient movement
- Laundry, linen, pest control & ambience management
Ensure all services mirror luxury hotel service standards adapted to hospital protocols.
3. Transitioning 5‑Star Hospitality into Healthcare
- Adapt hotel SOPs, service etiquettes, grooming standards, response time protocols, and guest management practices into hospital operations.
- Train hospital hospitality teams on luxury service mindset within patient‑sensitive environments.
- Build service excellence playbooks suitable for clinical settings.
4. Team Leadership & Capability Building
- Lead, mentor, and scale large multi‑functional hospitality teams.
- Set KPIs, service benchmarks, and productivity metrics.
- Drive a strong service culture rooted in compassion, dignity, and discipline.
5. Compliance, Safety & Governance
- Ensure adherence to hospital safety norms, infection control protocols, NABH requirements for non‑clinical services.
- Coordinate with Quality, Nursing, Infection Control, and Security teams.
- Manage vendor contracts, service SLAs, and audits.
6. Financial & Strategic Oversight
- Own hospitality budgets, cost controls, and vendor negotiations.
- Optimize resource utilization without compromising service quality.
- Support premium offerings such as international patient services, suites, and concierge models.
Candidate Profile (Ideal Background)
Education
- Graduate/Post‑Graduate in Hotel Management, Hospitality Management, or equivalent
Experience
- 15+ years of experience in 5‑star / luxury hotel operations
- Prior role as GM / Director / Senior Leader – Hospitality
- Experience managing large teams, multi‑touchpoint guest experience, and high‑end clientele
- Exposure to healthcare, medical tourism, or luxury service transitions is a strong plus
