• Should be punctual at all the times, and report to his/her workstation at least 10 minutes prior to the duty hours.
•  Maintain the workplace neat and tidy, ensure that all the necessary documents and stationary is present, should be able to answer/handle any complaints.
• Keep the superior informed of any incidents/complaints.
• Conduct familiarity trips of the hospital for customers if required.
• To perform any work / job as and when assigned by the superior
• VoC scores from patients shall be used as a measure of the individual’s performance.
• Internal Customer feedback on performance and process outcomes shall be an integral part of the job definition and shall be used a measure of the individual’s performance.
• Ensure and provide flawless, upscale, professional and high-class guest service experiences
• Analyse customer feedback and provide strategic direction to continuously improve overall rating
• Respond to guests needs and anticipate their unstated ones Expect and react promptly to guests’ requirements and inquires
• Actively listen and resolve guests’ complaints Oversee and coordinate all arrivals and departures of special guests (VIPs, SAS etc), including Zonal, National and International clientele.
• Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
• Promote all amenities, conveniences and programs offered
• Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
• Provide report on VoC and Feedback logbook on a daily basis.
• Consolidate details of VoC scores, feedback closures, and Service recovery cases on a weekly basis.
• Assign tasks appropriately and implement control schedule daily
• Propose innovations / cost reduction strategies and pursue the projects after due approvals.
• Greet the customer, answer his/her queries, and escort him to the concerned desk/department
• Interact with Customers to collect feedback form
•  Interacting with the Consultants for solving patients queries
•  Auditing the grooming standards of all the PCC and ensuring that they follow the standards strictly
•  Maintaining a data of the Consultants OPD timings and Schedule along with the Consultation room numbers
•  Escort the customer to the concerned Consultation Suite. In case the doctor is busy, inform the customer and make him/her be seated comfortably in the waiting lounge
•  Escort the patient to the concerned department
•  In case the customer has been advised admission, check for the admission note by the doctor, guide him/her to the admission desk along with the file
•  Checking the patients prescription for investigation and guiding them for the same and helping the patient in booking appointments for the Radiological investigations
•  Ensuring the files are submitted to Medical Records Department on a daily basis
• Daily send the Data regarding previous day OPD collection and OPD numbers (total lab investigations, Radiology services) and monthly doctor consultation wise data, total number of health checks on month wise and weekly feedback data and monthly Feedback data and analysis of the same.

Any other assignment as decided by the Management.