GM Hospitality Full Time

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.