Center Manager - Confinement Center

About the role

The Center Manager delivers a warm, professional and personalized customer experience from the first enquiry until after discharge, and leads the overall performance of the confinement center. The role covers operational excellence, customer satisfaction, quality hospitality, financial sustainability, regulatory compliance and effective people management, while clinical governance stays under appropriately qualified clinical leadership.

Key responsibilities

• Establish service standards, operational policies and KPIs, manage resources and budgets, and develop staff capability
• Manage the customer journey: enquiries, bookings, admission, room allocation, daily service, discharge and post-discharge follow-up
• Build strong relationships across customer care, clinical care, housekeeping, kitchen, maintenance, finance, procurement and external providers, and set internal service standards and escalation pathways
• Prepare annual and monthly plans, occupancy targets and staffing plans, and oversee daily performance
• Work with the designated clinical lead on nursing coverage, escalation pathways, emergency readiness, infection prevention and incident reporting
• Oversee facilities, cleanliness, room comfort, food service, amenities, maintenance and security
• Prepare and monitor budgets, review revenue and operating costs, and coordinate billing controls with finance
• Ensure staffing, training, performance management and compliance with employment policies
• Maintain SOPs, operational audits, risk registers, incident reviews and corrective actions, and submit regular reports to senior management
• Support business development with package development, pricing, promotions, partnerships and reputation management

Required profile

• Bachelor's degree in hospitality management, hotel management, business administration, healthcare administration, operations management or a related discipline
• Preferably 5-8 years of relevant experience in hospitality, healthcare operations, wellness facilities or similar customer-focused businesses, including at least 3 years in a management or senior supervisory role
• Demonstrated experience managing teams, budgets, customer complaints, service standards, operational risks and business performance
• Experience managing a maternity, postpartum or confinement care facility is a strong advantage
• A postgraduate qualification in management is an advantage

Required skills

• Hospitality and facility operations, customer experience management, business planning, budgeting, revenue and cost control, occupancy management, staffing, procurement, inventory and vendor management
• Understanding of confinement center workflows and applicable licensing, occupational safety, infection prevention, emergency preparedness, customer data protection and quality management
• Preferred: leadership, financial management, customer experience, quality management, workplace safety or healthcare operations training