Job Description

Report to a workstation according to schedule (15 minutes early) with high standards of personal appearance and hygiene with clean and pressed clothing and name tag. Greeting patients and visitors with warmth and professionalism upon arrival at the hospital. Adhere to grooming standards and present a neat and professional appearance while on duty. Provide assistance and guidance to patients and visitors regarding hospital facilities, services, and amenities. Liaising with hospital staff and departments to address patient and visitor concerns or special requests. Assist in handling inquiries, resolving issues, and addressing concerns raised by patients and visitors. Demonstrating professionalism, empathy, and discretion in all interactions with patients, visitors, and colleagues. Maintain accurate records of patient requests, inquiries, and service activities. Maintain a professional and courteous demeanour while interacting with patients, visitors, and colleagues. Assist the International Patient Centre in providing services to International Patients. Collect constructive feedback from Outpatients and visitors regarding their experience at the hospital and report findings to the appropriate authorities for documentation and improvement purposes. Monitor and maintain cleanliness, organization, and appearance of Concierge desks and surrounding areas. Manage the flow of traffic in high-traffic areas such as Outpatient areas, Emergency department, and Admission and Discharge counters. Serve as a point of contact for patients, visitors, and staff, addressing inquiries, resolving complaints, and providing assistance as needed. Ensure compliance with hospital policies, procedures, and safety regulations, including patient confidentiality and infection control protocols. Collaborate with other departments, including Security, Housekeeping, Front Office, Emergency Departments, Outpatient Team, Patient Liaison and other related departments, to facilitate smooth operations and address any issues or concerns. In the event of a VIP patient admission, a designated Thomson Ambassador will be assigned to provide personalized care for the VIP.

Job Requirement

Education:

Minimum of a Diploma in Hospitality Management, Healthcare Administration, or equivalent. At least 2 years of working experience in a related field, or equivalent combination of education and experience.

Customer Service Experience:

Experience in customer service roles is often preferred, as the role involves interacting with individuals from diverse backgrounds and addressing their needs in a courteous and helpful manner. Previous experience in VIP guest services, hospitality management, or customer relations is highly desirable.

Physical Stamina:

Must be young, energetic, and passionate about making a difference in the lives of others. Physical requirements include the capacity to stand or walk for prolonged periods and handle light objects to aid patients with mobility challenges

Language & Communication Skills:

Proficiency in English is required. Fluency in other languages, particularly intermediate Mandarin, is advantageous. Excellent communication skills, both verbal and written, with a professional and courteous demeanour.

Problem-solving skills:

The ability to think quickly and find solutions to unexpected challenges or issues that may arise while assisting patients or visitors.
Job Types: Full-time, Permanent