Guest Services Manager
SKILLS
FULL DESCRIPTION
Guest Services Manager
Location: [Employer hidden — sign up to reveal], Winchester
Department: Guest Services
Reporting To: Marketing Director
Job Purpose: To lead and deliver an efficient, professional, and patient-focused Guest Services function within a private hospital setting. The role is responsible for overseeing bookings, administration, reception, and wider administrative services, while also taking full ownership of the CRM system to optimise patient engagement, conversion, and operational performance.
Key Responsibilities
- Bookings & Scheduling: Oversee outpatient and inpatient bookings, manage consultant availabilities, theatre slots, and clinic utilisation. Ensure accurate data entry across PAS and CRM systems, monitor waiting lists, and coordinate booking processes across NHS and private patient pathways.
- Reception & Guest Services: Lead delivery of high-quality reception and front-facing service. Ensure excellent patient experience, manage escalations, and provide visible leadership across patient-facing administrative areas.
- Administration (Cross-Functional Oversight): Oversee administrative processes across all departments, ensure GDPR compliance, support billing and insurance processes, and produce operational reports.
- CRM Ownership & Patient Journey Management: Act as departmental lead and super user for CRM system. Oversee patient enquiries, monitor conversion rates, develop workflows and dashboards, and collaborate with marketing.
- Team Leadership & Management: Provide day-to-day leadership, recruit and retain staff, conduct 1:1s and performance reviews, manage rotas, and foster a positive team culture.
- Quality, Compliance & Continuous Improvement: Ensure compliance with CQC standards, data protection, and lead improvement initiatives across Guest Services.
Key Skills & Experience
- Significant experience in healthcare, hospital, or private healthcare environment.
- Proven supervisory or management experience.
- Strong CRM system experience.
- Ability to manage teams and service delivery across multiple functions.
- Experience with NHS and private patient administration (desirable).
- Excellent organisational, leadership, and communication skills.
- Analytical skills and attention to detail.
- Competence in IT systems (Microsoft Office, PAS).
Personal Attributes & Qualifications
Professional, approachable, patient-focused. GCSEs (or equivalent) including English and Maths. Relevant management qualification or NVQ Level 3/4 in Business Administration desirable.
Working Hours & Benefits
40 hours per week including occasional evenings/weekends. Benefits include Competitive Salary, Private Healthcare, Pension Scheme, Ongoing Training and Development.
How to Apply
Apply via the link. For assistance, contact the HR team at [Employer hidden — sign up to reveal]: call [contact hidden] or visit the contact page.
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