Senior Guest Experience Officer

About the role

The Senior Officer – Guest Experience will partner with practice and operational teams to provide real‑time service recovery and assistance for patients and visitors at Sheikh Shakhbout Medical City. This role acts as a resource for information, enhances the overall visitor experience, and continuously feeds feedback to management for quality improvement.

Key responsibilities

• Promote a welcoming and friendly atmosphere for patients, families, staff and visitors.
• Assist in crisis situations by managing visitor flow and providing guidance and information.
• Communicate visiting times, available amenities and facility services to guests.
• Explain facility policies and procedures and help resolve concerns that cannot be addressed by the care team.
• Facilitate sharing of patient concerns with appropriate staff and coordinate multidisciplinary resolution, including arranging family meetings when needed.
• Maintain accurate records of patient requests and concerns in the patient experience database for quality improvement.

Required profile

• 2‑4 years of relevant experience, preferably in a large healthcare facility.
• Bachelor’s degree in Business Administration or related field (or diploma with 3 years additional experience). A Master’s degree is desirable.
• Strong customer care standards and ability to maintain confidentiality of patient information.