Hospitality Services Associate

Service Corporation International•Whittier, CA

1d•Onsite

About The Position

Our associates celebrate lives. We celebrate our associates. This role involves operating a multi-line telephone console, greeting grieving families and guests with warmth and sensitivity, and providing support to Arrangement Directors and Family Service counselors. The associate will communicate one-on-one with families and oversee the Arrangement Desk/Stateroom Reception areas, ensuring they remain clean and professional. It is crucial to always present warmth, compassion, empathy, good manners, and diplomacy to grieving family members and guests, along with a genuine smile. The position requires the ability to multi-task, set priorities, and organize work in a high-paced environment. Responsibilities include explaining the features and benefits of the Dignity Family Assistance Portfolio and Grief Management Resources, researching family information before meetings, and assigning families to Arrangement Counselors using the ‘UP-System.’ The associate will answer incoming calls promptly, professionally, and sensitively, and immediately accept, inventory, and log clothing and personal items of the deceased, ensuring accuracy and forwarding them to Quality Control. Other duties include confirming accurate information, greeting families and scheduling appointments, handling continual interruptions, changing priorities, and daily deadlines while caring for 30-50 families per day. The role also involves following up with staff to ensure high-level customer service, preparing appointment slips, keeping front desk information current, preparing and distributing information folders, and learning Concierge duties. The associate will provide directions, service and viewing time information, and direct families and guests to proper viewing rooms and chapels, ensuring visitation rooms are prepared. Additional tasks include printing and distributing daily reports, inventorying and ordering supplies, maintaining coffee service, adhering to company policies, safety rules, and acting on customer complaints. The associate is expected to understand and achieve annual SMART goals, participate in training, and maintain standard attendance.

Requirements

Two years in a fast-paced customer service environment where warmth and compassion were developed
Warmth, compassion, empathy
Diplomacy under pressure
Ability to multi-task, prioritizes tasks, and differentiates level of importance
High level of communication and listening skill
Cultural sensitivity to the diverse community that Rose Hills serves
Basic PC skill with MSWord, Excel, and Outlook

Nice To Haves

Previous reception experience
Some college classes
HMIS familiarity
Bilingual

Responsibilities

Operate multi-line telephone console
Greet grieving families and guests with warmth and sensitivity
Provide support to the Arrangement Directors and Family Service counselors
Communicate one-on-one with families
Oversee the Arrangement Desk/Stateroom Reception areas, keeping them clean and professional appearing
Present warmth, compassion, empathy, good manners, and diplomacy to grieving family members and guests
Present a genuine smile out of kindness
Multi-task, set priorities, and organize work in a high paced environment
Explain the features and benefits of the Dignity Family Assistance Portfolio and Grief Management Resources
Research family information before families meet with counselors
Assign families to Arrangement Counselors using the ‘UP-System.’
Answer incoming calls promptly, professionally, and sensitively using proper telephone etiquette
Immediately accept, inventory, and log into the system, clothing and personal items of the deceased with notation of any ‘special requests’ by the family
Promptly forward personal effects to Quality Control
Confirm accurate information while greeting families and scheduling appointments
Greet families and guests diplomatically while handling continual interruptions, changing priorities, and daily deadlines
Follow-up with staff to ensure families and guests are taken care of with a high level of customer service
Prepare appointment slips for the following day
Keep information material displayed at the Front Desk current
Prepare information folders and distribute them to families accordingly
Learn the Concierge duties
Provide directions to Rose Hills, to the proper staterooms, and to interment locations
Give service and viewing time information to families, florists and visitors
Direct and assist families and their guests to proper viewing rooms and chapels
Insure that visitation rooms are prepared to receive families
Deal diplomatically with continual interruptions, changing priorities, and daily deadlines
Print and distribute daily reports
Inventory and order supplies as needed
Maintain coffee service for families and guests
Clean coffee equipment, prepare coffee, and serve as needed
Adhere to Company policies, procedures, rules, and controls
Adhere to safety rules and regulations, and report unsafe practices to management
Act on customer complaints to provide satisfactory resolution
Understand and achieve annual SMART goals
Participate in training and skill development opportunities to improve competency and customer service
Report to work on time and maintain standard attendance