Muhammad B

Guest Relations Supervisor

Naufar • Período integral

Apr 2024 - Aug 2026 • 2 yrs 4 mos

• Supervise and support a multidisciplinary front-line team of 70+ staff across Guest Relations, Valet, Bell Desk, and Operators, assigning duties and coordinating shift schedules to maintain service consistency across rotations. • Oversee guest and patient relations across a 127-room, 185+ bed healthcare-hospitality facility with 5 VIP patient villas and 50+ clinics spanning multiple departments, supporting a daily outpatient flow of ~250 and inpatient occupancy typically around 80+ rooms (140+ beds). • Lead proactive complaint handling, service recovery, and crisis de-escalation for high-sensitivity guest and patient concerns, preserving confidentiality and brand trust in a clinical 5-star environment. • Coordinate across medical, administrative, and operational departments to ensure smooth, zero-gap service delivery and consistent guest/patient satisfaction. • Oversee patient registration, appointment scheduling/rescheduling, walk-in patient management, and cashiering/billing workflows across 50+ outpatient clinics, ensuring accuracy and service consistency. • Train, coach, and mentor front-line staff on service standards, crisis response, and communication protocols, improving team consistency and service quality. • Prepare operational and incident reports for senior leadership, supporting quality assurance and risk management decisions. • Ensure compliance with health, safety, and company policy across all guest- and patient-facing operations.