Hospitality Manager

Under limited supervision of direct reporting authority, run the day-to-day operations of the reporting departments, ensuring that the facilities are properly maintained, incorporating innovative service culture to optimize the Patient/guest experience. Consistently inspects and enforces adherence to the hospital Standards of Excellence, Quality assurance & cost control measures of the departments, in alignment with the vision, mission, and values of the hospital. Notice Period: 2-3 months Director/Manager: HR Director Report To: HR Director Department: Administration Job Responsibilities:

1. Ensures the hospitality standards practiced by staff are in alignment and compliance with quality, health, and safety procedures.
2. Acts as a liaison to coordinate the efforts of hospitality departments to optimize guest/patient experience and assist in handling customer complaints.
3. Plans work schedules for individuals and teams and delegates assignments as necessary.
4. Ensures clear and efficient communication and coordination with the departments of the hospital as required.
5. Supervises the accomplishment of patients’ requests & concerns to ensure high levels of guest satisfaction.
6. Plans the inventory needs, monitors, and manages the stock weekly/monthly or as required.
7. Controls consumption of supplies and materials and supervises the stock level of the same.
8. Ensures venues for meetings/events are well maintained with all their equipment and ready for smooth running of events and conferences being held in the hospitals.
9. Identifies issues that jeopardize basic hospitality standards and recommends actions to the Management to address them in a cost-effective manner.
10. Oversees the activities of contracted staff as stipulated in the contract.
11. Studies the market practices in terms of hospitality services and introduces new ones to create a competitive edge.
12. Establishes realistic and challenging operational goals/objectives, prioritizes well, projects needs and resources, anticipates problems, and implements plans, overall leading to a highly performing unit/department.
13. Exercises effective control over subordinates to achieve objectives set; appraises objectively, provides apt feedback, coaches, provides positive reinforcement and recognition appropriately; resolves conflicts.
14. Coordinates effectively with other services/disciplines in a systematic manner.
15. Ensures staff are trained based on identified training needs and measures outcomes/objectives met. Pays careful attention to staff potential and facilitates career path.
16. Manages budgets and financial plans as well as controlling expenditure of the department.
17. Interviews and shortlists candidates in coordination with HR & PCA.
18. Inspects the cleanliness of hospital facilities to ensure quality standards.
19. Ensures safety standards (occupational and patient safety) are complied with.
20. Performs miscellaneous job-related duties as assigned by the Hospital Administration.

1. Bachelor’s degree / MBA, Master, or any additional certificates in Hospitality management.
2. At least 5 years’ experience directly related to the duties and responsibilities specified.

1. Fluent in both conversational and written English. Arabic optional.
2. Customer forward.
3. Tolerance for ambiguity and patience.
4. Good communication skills.
5. Team building—hiring, retaining, developing good people, and nurturing team spirit.
6. Employee development and performance management.
7. Problem-solving skills (conceptual and analytical).
8. Emotional intelligence.
9. Personal competence (self-awareness, self-regulation, and motivation).
10. Social competence (empathy and social skills).
11. Details and results orientation.
12. Efficient and timely decision-making.
13. Project management and execution—delivery.
14. Record keeping.
15. Knowledge of required organizational practices and accreditation standards relevant to the area of work.
16. Knowledge of Kuwait culture.
17. Grip on technical knowledge/domain.
18. Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.