Guest Services Specialist 1

Forest Lawn Mortuary•Cypress, CA

13d•Onsite

About The Position

The Guest Services Specialist position is vital to the success of Forest Lawn. This position is responsible for serving client families or visitors (within our reception/lobby area) in a professional and respectful manner by greeting, welcoming, and assisting. The Guest Services Specialist also notifies the Memorial Counselor, Supervisor, or appropriate person of the families’ arrival.

Requirements

Have a caring and professional demeanor and enjoy helping families at a difficult time.
Previous 2-3 years of customer service and/or reception.
Have excellent communication and customer service skills.
PC Literate; basic knowledge of Word and Excel.
Must be able to work weekends, evenings, and holidays.
Must be comfortable being present in a visitation room or chapel with a decedent.
High school diploma/GED certification.
Must be able to work on-site.
Must be able to regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 25 pounds.

Responsibilities

Prepare and ensure that the lobby and surrounding area are clean, secure, and well maintained for client families. If area requires attention, will contact appropriate department.
Serve families or visitors promptly and professionally with compassion.
Remain knowledgeable of the nature of daily appointments and client families/visitors expected to come into the lobby.
Qualify client family inquiries to determine if a family is At-Need, Pre-Need, Illness or has another need and then direct to the appropriate department.
Handle concerns from client families and visitors with respect, professionalism, and able to identify the appropriate person or avenue to resolve the concern.
Receive and appropriate documents receipt of clothing, jewelry, or personal effects from a client family.
Stay abreast of Forest Lawn public and employee events occurring within the location.
Answer client families’ questions relating to funeral arrangements, products, and services.
Escort client family to designated arrangement room and monitors the wait time.
Serve hot and cold drinks to families – makes coffee and provides water from the refrigerator as necessary.
Serve cookies or other items to the client family.
Keep the supervisor informed of area activities and of any significant problems or concerns.
Take payments on behalf of the Flower Shop.