The booming healthcare sector, which is borrowing its CRM (customer relation management) systems from the hospitality sector, is also filling its talent gaps from that sector.
Take for instance, the Fortis Hospital, Delhi, that has created a hospitality department to cater to its HNI patients and those from foreign shores. To head this department, the hospital has recruited a general manager from a five-star rated global serviced apartment chain.
“As these two sectors operate in similar ecosystems, mobility of talent too becomes easy,” says Mr N. Srinivas, Practice Head, India and West Asia , Maxima Global Executive Search.
A Bangalore-based hotel executive of an MNC hospitality chain says hospitals are looking at executives from the hospitality sector to offer a better experience to their patients and ensure that they are treated as guests and not patients. There is a scarcity of people to take care of patients and do client servicing better.
Mr Saumyajit Roy, Associate Director, Strategic Consulting (Education, Healthcare and Senior Living), Jones Lang LaSalle India, says there is a growing trend of hospitality executives being hired by hospitals not only for client servicing, but also for functional roles such as project management and construction management too. The reason is their expertise especially when it comes to attention to detail, he added.
Other roles where healthcare is hiring from the hospitality sector include housekeeping, security, and facility management, “because these skill-sets are now increasingly used in hospitals as well,” explains Mr Roy.
Another reason, he points out, is that hospitals are now looking at green buildings or energy-efficient facilities, and “the hospitality sector tread this path some time ago.” The healthcare sector is expected to add about 2.5 lakh jobs this year, across levels and verticals.
Mr Tufan Ghosh, CEO, Columbia Asia Hospitals, who moved from the Oberoi Group to head the hospital chain in 2005, says although there are similarities in the skills required in the two sectors, like people management and a service sensibility, there are stark differences in some critical areas.
“In healthcare, you don't really live in luxury and some decisions have a direct impact on patients' health and well-being.”