Few think about the details surrounding the patient—the comfort of the bed, the freshness of the linen, the calm atmosphere of the room, or the sense of reassurance created by a clean and welcoming environment. 

Yet these details matter. 

They influence how patients feel during some of the most vulnerable moments of their lives. 

For Ram Sharan Khatiwada, hospitality has always been about more than service. It is about creating experiences that make people feel valued, respected, and cared for. 

After more than two decades leading operations in some of the world’s most prestigious luxury hotels, Ram is now applying those same principles to healthcare—helping transform patient experiences across Abu Dhabi’s leading hospitals. 

Today, Ram serves as Manager – Hospitality Support Services with SEHA, a subsidiary of PureHealth, the UAE’s largest healthcare group. He oversees hospitality operations across The Sheikh Tahnoon Bin Mohammed Medical City (STMC), Al Ain Hospital, Tawam Hospital, and SEHA Al Wagan Hospital. 

Leading a workforce of more than 2,000 employees, he is responsible for ensuring that every patient environment reflects world-class hospitality standards while meeting the strict safety and clinical requirements of modern healthcare. 

His mission is simple but powerful: 
To create healthcare environments where patients do not only receive treatment—they feel cared for. 

A Journey Built Through Passion and Perseverance 

Ram’s journey began far away from executive offices and leadership meetings. 

It started with a housekeeping cart. 

Beginning his career as a Room Attendant, he discovered one of hospitality’s greatest lessons: excellence is created through consistency, discipline, and attention to the smallest details. 

Over the past 22 years, he has built an impressive career with some of the world’s most recognised hospitality brands, including Marriott International, The Ritz-Carlton, Sheraton Grand, Conrad Dubai, W Hotels, Grosvenor House, Royal Méridien Beach Resort & Spa, and Lapita Dubai Parks & Resorts. 

During his luxury hospitality career, Ram successfully contributed to the opening of nine international hotels and resorts, managed large multicultural teams, handled multimillion-dirham operational responsibilities, and delivered exceptional guest experiences. 

But after years of success in luxury hospitality, he wanted to take his expertise into an environment where service could create an even deeper impact. 

Healthcare became that next chapter. 

Redefining What Hospitality Means in Healthcare 

Hotels and hospitals may appear to be very different worlds. One welcomes guests, the other cares for patients. 

But Ram believes they share the same foundation: caring for people during important moments in their lives. 

“A guest chooses a hotel stay. A patient does not choose to be in a hospital,” he explains. “That makes it even more important that we create an environment where they feel comfortable, respected, and supported.” 

For Ram, a hospital room is not just a room. It is where families wait for important news, where patients begin their recovery journey, where parents experience emotional moments with their newborn children and where hope and healing take place every day. 

This understanding has transformed the way he views Hospitality Support Services. 

Housekeeping is no longer simply about cleanliness. 
It is about patient confidence. 
It is about dignity. 
It is about creating an environment where healing can begin. 

Bringing Five-Star Standards Into Patient Care 

Drawing from his luxury hospitality background, Ram has introduced innovative hospitality concepts designed to enhance patient comfort while maintaining the highest healthcare standards. 

One of his key priorities has been improving patient room experiences through premium-quality bed linens. 

Comfortable bedding supports better rest, reduces stress, and creates a more positive healing environment while still complying with infection prevention requirements. 

His team has also enhanced operating supplies throughout patient areas, ensuring every item combines quality, functionality, and consistency. One of the most distinctive initiatives has been the introduction of premium guest amenities from Molton Brown in selected patient environments. 

Traditionally associated with luxury hotels and resorts around the world, Molton Brown products represent more than a premium experience. They communicate a message: 

Patients deserve to feel valued. 

“Luxury is not about extravagance,” says Ram. “It is about making people feel cared for.” 

For a patient recovering after surgery, a family spending long hours beside a loved one, or someone undergoing rehabilitation, these thoughtful details create comfort, familiarity, and dignity. 

Creating Healing Environments Through Collaboration 

Healthcare hospitality cannot succeed alone. Every initiative introduced by Ram is developed in partnership with clinical teams, Infection Prevention and Control specialists, nursing leadership, facility management professionals, and hospital administrators. Unlike hotels, hospitals must balance comfort with strict medical safety requirements. Every cleaning process, linen standard, supply item, and hospitality product must meet rigorous healthcare regulations and international best practices. Working alongside doctors, nurses, and healthcare specialists has been one of the most valuable learning experiences of Ram’s career. 

“In hotels, we create memorable guest experiences,” he says. 
“In healthcare, we help create healing environments. The responsibility is much greater because patient safety and patient experience must come together.” 

Leading a Team of More Than 2,000 People 

Managing hospitality operations across multiple hospitals requires more than operational expertise. It requires leadership. 

Every day, Ram’s teams manage thousands of essential activities, including patient room preparation, discharge cleaning, infection prevention procedures, public area maintenance, waste management, quality inspections, training, and operational readiness. 

Behind every clean patient room is a team of professionals working with purpose. Ram believes leadership is not about giving instructions—it is about creating meaning. He focuses on employee engagement, coaching, recognition, and professional development so every team member understands the importance of their contribution. 

“Every cleaned room, every prepared bed, every sanitised surface contributes to patient wellbeing,” he says. 
“These are not just tasks. They are acts of care.” 

Building Local Talent and Learning From the UAE 

One of the most rewarding aspects of Ram’s role has been working with a workforce where approximately 90 percent of employees are Emirati nationals. Coming from an international hospitality background, he describes the experience as one of the most meaningful chapters of his career. 

“The UAE has given me the opportunity to work with extraordinary people who are passionate about serving their country,” he says. Through mentoring, coaching, and leadership development, Ram shares global hospitality practices while learning from Emirati culture, values, and leadership principles. For him, it is a partnership built on mutual growth. “We learn from each other. Together, we become stronger.” 

Supporting PureHealth’s Vision for Patient-Centred Care 

The transformation of healthcare under PureHealth reflects a broader vision: moving beyond treating illness to creating personalised experiences centred around every patient. Ram’s approach strongly aligns with this philosophy. Whether improving room presentation, strengthening hygiene standards, introducing premium amenities, or developing a stronger service culture, every initiative supports one objective: 

Putting patients first. 

His goal is to help establish healthcare hospitality as a strategic contributor to patient care—not simply a support function. 

The Future of Healthcare Hospitality 

Healthcare is changing rapidly. 

Patients today expect more than excellent medical treatment. 

They expect compassion. 
Comfort. 
Cleanliness. 
Respect. 
Personalised experiences. 

Ram believes the future belongs to healthcare organisations that successfully combine clinical excellence with hospitality excellence. 

His ambition is to help position Abu Dhabi’s healthcare system as a global benchmark where advanced medicine, compassionate care, and world-class hospitality work together. 

A Career Defined by Purpose 

Looking back on his journey—from a Room Attendant in Malaysia to leading luxury hotel operations across the Middle East and now transforming hospitality services within Abu Dhabi’s healthcare system—Ram sees one common thread. 

People. 

Whether welcoming hotel guests or supporting patients through challenging moments, his purpose has remained unchanged: 

To make people feel cared for. 

Today, that purpose has a deeper meaning. 

Through the combination of luxury hospitality and healthcare excellence, Ram Sharan Khatiwada is helping redefine patient care in the UAE—proving that sometimes healing begins not only with medicine, but with the simple feeling that someone truly cares.