Hello, my name is Juliane, I work for HCA, here at The Harley Street Clinic as the Hotel Services Manager, where I manage the non- clinical services within the hospital, this mainly includes facility management and a variety of services provided to our patients and their families.
What made you choose this career?
My passion was ignited at childhood. My father travelled a lot due to his work and I was fortunate to accompany him during my school holidays. This allowed me to venture and travel from one hotel to another, always captivated by the extravagances of luxury hotels throughout the world, where I was always welcomed and treated as royalty.
This developed my appreciation for precise and excellent service and developed my passion for hospitality.
It was while attending a lecture on ‘Improving Organisational Performance, Operations Management’, where I felt that I could contribute to a greater cause.
I believe all guests or patients should experience a five star service. It is an important part of making their experience less stressful, to provide them with the comfort and safety that all five star hotel guests would receive.
Describe a typical day in your department?
My role is varied and challenging but very exciting with no day like the other.
However, if I were to attempt to rationalize how a day flows, it would be along the following:
My day would start by visiting the hospital wards, followed by outpatients’ facilities, where I will conduct daily managerial checks and ensure that the operation is running smoothly.
I would manage the regular meetings, with my Heads of Departments, setting into place the daily duties needing to be carried out by the individual Hotel Services departments: Housekeeping, Food & Beverage and Front of House. They, in turn, discuss any changes or concerns which need to be addressed and we aim to solve these as a team.
Patient Satisfaction is all about personalised service, so it is vital for me to interact with patients and their families. I get the chance to add a personal touch while attending to their needs or preferences, be it in the form of a special request being fulfilled, a personalised recovery note or arranging flowers.
My job requires total commitment, engagement, dedication and compassion.
What is your favourite part of the job?
To be great a leader you have to love your job and I really do love my job.
What are you most proud of in your role?
The development of my team and the outstanding contribution they have made in moving the department forward resulting in the achievement of 5 star hospitality status and recognition within the HCA Group.
Do you have a motto? Or a life rule?
With great conviction and enthusiasm, I aim at taking an active role in sharing knowledge and inspiration for the greater good of Humanity.
Choose a job you love, and you will never have to work a day in your life. “Confucius”
What inspires you?
People who are able to make their passion a profession!
César Ritz, Sir Frederick Barclay & The Albrecht brothers
Tell us an interesting fact about yourself?
I have travelled to more than 60 cities, covering over 40 countries around the world.
For more information on our patient services visit The Harley Street Clinic