Assistant Director, Group Hospitality

At the National University Hospital (NUH), we believe exceptional healthcare goes beyond clinical care. The environment, comfort and service experience of patients, visitors and staff are essential to healing and wellbeing.

Group Hospitality plays a key role in shaping this experience through services such as food service, housekeeping, patient transport, linen and laundry, waste management and other hospitality functions that keep the hospital running smoothly.

We are seeking a dynamic leader who is passionate about hospitality, service excellence and operational innovation to join our team and help elevate the service environment across NUH.

Join us in creating a hospital environment that combines healthcare excellence with the warmth and attentiveness of hospitality.

Overview

The Assistant Director, Group Hospitality supports the Institution Lead in overseeing hospitality services across the hospital.

This role ensures hospitality services are delivered safely, reliably and efficiently while fostering a strong service culture that enhances the comfort, dignity and experience of patients and staff.

The successful candidate will work closely with clinical departments, operational leaders and service partners to strengthen service delivery, manage operational risks and drive continuous improvement across the hospital environment.

Key Responsibilities

Hospitality Operations & Service Experience

• Oversee the delivery of hospitality services, ensuring alignment with clinical operations and patient care workflows.
• Foster a strong service culture within the hospitality team, emphasising attentiveness, professionalism and effective service recovery.
• Ensure timely and effective response to operational issues and service requests.

Vendor & Service Partner Management

• Manage hospitality service partners and ensure services are delivered in accordance with agreed service standards and KPIs.
• Monitor vendor performance and work collaboratively with service partners to strengthen service outcomes.
• Identify operational risks or service gaps and implement timely improvement measures.

Service Improvement & Innovation

• Analyse operational data and service feedback to identify opportunities for improvement.
• Lead initiatives to enhance service quality, operational efficiency and the hospital environment.
• Introduce innovative ideas that improve the patient and staff experience through thoughtful service design.

Projects & Institutional Initiatives

• Lead or participate in projects related to hospitality services, patient experience and operational improvements.
• Support operational planning for new services, facility developments and institutional initiatives.

Leadership & Stakeholder Engagement

• Lead and develop the team.
• Build strong partnerships with clinical departments, operational stakeholders and service partners.
• Foster a culture of professionalism, teamwork and continuous improvement.

Requirements

• Recognised Bachelor's Degree in Business, Hospitality Management, Healthcare Administration or a related discipline.
• At least 8-10 years of relevant experience in hospitality operations, healthcare support services, facilities management or similar operational environments.
• Proven leadership and project management experience.
• Experience managing vendor-delivered services in complex operational environments.
• Strong interpersonal, communication and stakeholder management skills.
• Ability to drive service improvement and operational excellence.