About this role

Job title: Hospitality / Patient Experience Officer

Location: Asaba, Delta

Employment Type: Full-time

Department: Patient Experience / Administration

Reports To: Hospital Administrator / Head of Administration

The Hospitality/Patient Experience Officer will be responsible for ensuring that patients, relatives, and visitors receive a welcoming, comfortable, and positive experience throughout their interaction with the hospital.
The role involves providing excellent customer service, responding to patient needs and concerns, coordinating hospitality services, and supporting continuous improvement of the patient experience.

Welcome and assist patients, relatives, and visitors in a professional and courteous manner.
Serve as a key point of contact for patients and ensure their needs are attended to promptly.
Provide clear information and guidance regarding hospital services, departments, and processes.
Monitor patient experience and identify areas requiring improvement.
Receive, document, and resolve patient complaints and concerns professionally.
Follow up on patient feedback and ensure appropriate issues are escalated and resolved.
Conduct patient satisfaction surveys and prepare feedback reports.
Coordinate hospitality services to ensure patients experience a clean, comfortable, and welcoming environment.
Liaise with clinical and administrative teams to resolve patient-related issues.
Assist patients with special requests and ensure appropriate support is provided.
Maintain professional standards of communication, confidentiality, and patient care.
Support the implementation of patient experience initiatives and service improvement programmes.

Bachelor’s Degree or HND in Hospitality Management, Mass Communication, Business Administration, Public Relations, Customer Service, Healthcare Administration, or a related field.
Minimum of 2 years of experience in hospitality, customer service, patient relations, or a similar role, preferably within a hospital or healthcare environment.
Excellent communication and interpersonal skills.
Strong customer service and problem-solving abilities.
Ability to handle difficult situations and complaints with empathy and professionalism.
Good organisational and multitasking skills.
Professional appearance and excellent personal presentation.
Ability to work effectively with patients, families, doctors, nurses, and administrative staff.
Proficiency in Microsoft Office and basic reporting tools.

Key Competencies:

2nd November, 2026.

Hospitality / Patient Experience Officer