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Fouad El Meziati, Senior Patient Experience Manager

Fouad El Meziati

Senior Patient Experience Manager·Apex Health Group,

Morocco

Diploma, Risk Management

Work experience

Total years of experience: 20 years, 6 months

Senior Patient Experience Manager

January 2025 - Present

Apex Health Group,

Doha, Qatar •Remote

January 2025 - Present

Led pre-opening patient experience: designed patient journey and SOPs, built KPI dashboards and audits, and coached teams.
Launch delivered +20% patient satisfaction and -20% average wait times; managed 35+ cross-functional staff to align care with
international standards.
Company industry:
Medical & Healthcare Equipment

Front Office Assistant Manager

January 2024 - January 2025

Barcelo Hotel Group,

Fes, Morocco •Remote

January 2024 - January 2025

Redesigned check-in/out protocols and introduced efficiency checkpoints, cutting guest wait times by 20%. Coached and
performance-managed 10+ front-office staff to uphold brand standards, sustaining a 95% positive guest feedback rating.
Company industry:
Hospitality & Accomodation

Director of Rooms & Operations

January 2024 - January 2024

Xaluca Group

Arfoud, Morocco

January 2024 - January 2024

I ran room operations and guest services for a busy resort, implementing new SOPs for front‑of‑house that improved guest
satisfaction. I led and developed a diverse team of 80+ staff, focusing on service excellence and professional growth to maintain
smooth, high-quality operations.
Company industry:
Hospitality & Accomodation

Customer Service Trainer and Corporate Coach Manager

January 2024 - January 2024

IMAGES Diagnostic Center,

Al Kuwait, Kuwait •Hybrid

January 2024 - January 2024

Designed and delivered standardized customer-service training programs and materials for clinical teams across diagnostic
departments; measured effectiveness using performance metrics and participant feedback to improve patient communication,
conflict resolution and consistency of care.
Company industry:
Other Healthcare Services

Hospitality Team Leader Acting Manager

October 2023 - January 2024

The View Hospital

Doha, Qatar •Remote

October 2023 - January 2024

Oversaw daily patient experience operations and compliance with hospital quality standards; partnered with clinical and
administrative teams to streamline check-in and discharge processes, reduce wait times, manage patient feedback and resolve
complex inquiries to improve satisfaction.
Company industry:
Medical Hospital

Patient Experience Manager

January 2022 - October 2023

Aman Hospital

Doha, Qatar •Remote

January 2022 - October 2023

I led patient-experience initiatives that boosted satisfaction scores. I partnered with clinical leaders to redesign touch-points and
cut wait times, set up a feedback system that used data to close service gaps, and ran workshops to build empathy and
professional service across departments.
Company industry:
Other Healthcare Services

Concierge Experience Assistant Manager

October 2016 - January 2022

Mazagan Beach & Golf Resort

El Jadida, Morocco •Remote

October 2016 - January 2022

Directed high‑end concierge and guest services, developing personalized experience programs that increased repeat bookings
and positive guest feedback. Managed recruitment, training and performance coaching for concierge teams and collaborated
with resort departments to resolve complex guest incidents during peak seasons.
Company industry:
Hospitality & Accomodation

Task Force Management

January 2014 - January 2022

Group Kerzner International Group

Dubai, United Arab Emirates

January 2014 - January 2022

Led cross-property task force initiatives and pre-opening activations for Kerzner International properties, ensuring operational
consistency and luxury guest experience from day one. Designed pre-opening SOPs, recruited and trained local teams,
implemented service standards, ran readiness tests and pilot guest journeys, and stabilized operations during launch. Deployed
to high-priority locations to streamline guest workflows, mentor local managers, and resolve complex incidents, improving
service consistency and operational efficiency across properties.
Company industry:
Hospitality & Accomodation

Airport VIP & Protocol services Supervisor

January 2013 - January 2016

Atlantis The Palm,

Dubai, United Arab Emirates •Remote

January 2013 - January 2016

Managed end-to-end VIP arrival and departure protocols, coordinating with airport authorities and internal teams to streamline
logistics and reduce guest wait times. Maintained strict adherence to security and brand standards while delivering personalized
concierge support and resolving complex guest inquiries under high pressure.
Company industry:
Hospitality & Accomodation

Receptionist & Airport Representative / Sales Officer

January 2011 - January 2013

Millennium Airport Hotel,

Dubai, United Arab Emirates •Remote

January 2011 - January 2013

Managed front desk operations and airport liaison duties to ensure seamless arrivals and transfers. Identified upsell
opportunities for room upgrades and hotel services, consistently meeting monthly sales targets, and resolved guest inquiries and
complaints with professionalism.
Company industry:
Hospitality & Accomodation

Front Desk Receptionist

January 2010 - January 2011

City Seasons Hotel,

Dubai, United Arab Emirates •Remote

January 2010 - January 2011

Managed front‑desk operations including check‑in/out, guest inquiries, payments, and record keeping. Coordinated with
housekeeping and maintenance to ensure room readiness and promptly address guest requests, maintaining high service
standards.
Company industry:
Hospitality & Accomodation

Front Desk Receptionist / Data Entry

January 2006 - January 2010

City Seasons Al Hamra Hotel,

Abu Dhabi, United Arab Emirates •Remote

January 2006 - January 2010

Performed front-desk reception and data-entry duties: processed reservations, handled check-ins/check-outs, maintained guest
records, and supported administrative tasks to ensure smooth hotel operations.
Company industry:
Hospitality & Accomodation

Education

Cedars-Sinai Academy

June 2025

June 2025

Diploma, Risk Management

Qatar

PIH and Cedars-Sinai Academy

June 2025

June 2025

Diploma, Healthcare Quality and Management

Qatar

Harvard Business School

June 2023

June 2023

Diploma, Operations Management Foundations

United States

American Hospitality Academy World Campus (Online)

October 2020

October 2020

Diploma, International Hospitality Leadership

United States

Al-Qarawiyyin High School

July 2006

July 2006

Bachelor's degree, Comparative Literature

Morocco

Skills

MICROSOFT OFFICE

Expert

COACHING

Expert

OPERA PMS ICLOUD

Expert

OPERA PMS JAVA

Expert

Medical Systems

Expert

Ticket Sales

Expert

GCC Hospitality Market

Expert

Microsoft office advanced

Expert

CHANGE MANAGEMENT

Expert

HUMAN CENTERED DESIGN

Expert

KEY PERFORMANCE INDICATORS KPIS

Expert

International Hospitality Industry Management

Expert

LEADERSHIP

Expert

STANDARD OPERATING PROCEDURES DEVELOPMENT

Expert

Hotel Operation

Expert

Hospital Operations

Expert

Pre opening with International Standard

Expert

Social profiles

Languages

Arabic

Native Speaker

English

Native Speaker

French

Expert

Spanish

Beginner

Memberships

The Beryl Institute

Patient Experience and Human Experience in Healthcare

July 2025

Training and Certifications

Certifications
Operations Management Foundations
Certificate, Front Office Manager Program
Certificate, Risk Management

Hobbies and interests

Traveling, Sport, Reading, Helping