Hospitality Services Associate

SCI Shared Resources•Whittier, CA

20h•Onsite

About The Position

The Hospitality Services Associate operates a multi-line telephone console, welcomes grieving families and guests with warmth and sensitivity, and supports Arrangement Directors and Family Service counselors. The role communicates one-on-one with families and helps provide a smooth, organized, and professional experience during their visit. The associate must be able to perform the essential functions of the job with or without reasonable accommodation. This position provides front-of-house, family-intake, appointment, administrative, and communication support. It maintains professional reception and arrangement areas, assists with family appointments and requests, handles calls and messages, and supports assigned documentation and payment processes. The associate must handle personal belongings and confidential family information with sensitivity and accuracy, follow company procedures and applicable requirements, and contribute to a safe, dependable, and collaborative workplace. The associate works seated for most of the day in a carpeted, air-conditioned reception area serving grieving families. The atmosphere may involve grief and sadness, and the role requires remaining professional, positive, calm, and composed under stress. Work involves constant interruptions and heavy inbound phone calls. A flexible schedule may be required depending on business needs. The stated learning curve is four to six months.

Requirements

Two years of experience in a fast-paced customer service environment where warmth and compassion were developed.
Warmth, compassion, and empathy.
Diplomacy under pressure and ability to remain calm and composed in stressful situations.
Ability to multitask, prioritize tasks, and distinguish levels of importance.
Strong communication and listening skills.
Cultural sensitivity toward the diverse community served by Rose Hills.
Basic PC skills, including Microsoft Word, Excel, and Outlook.
Ability to work effectively in an atmosphere of grief and sadness while maintaining professional service.
Ability to work with constant interruptions and heavy inbound phone calls.
Ability to work a flexible schedule depending on business needs.
Ability to sit for most of the working day and lift approximately 40 pounds.
Ability to perform the essential functions of the job with or without reasonable accommodation.

Nice To Haves

Previous reception experience.
Some college coursework; an associate degree or equivalent is a plus.
Familiarity with HMIS.
Bilingual ability.

Responsibilities

Maintain a clean, organized, professional appearance of the Arrangement Desk, Galleria, and assigned work areas.
Welcome families and guests compassionately and professionally; provide directions and assistance to arrangement offices, chapels, service locations, and interment areas.
Provide accurate service and viewing information to families, visitors, and third-party companies.
Help prepare arrangement rooms for scheduled appointments and maintain informational materials and supplies, including coffee service.
Respond to family and visitor inquiries courteously and promptly.
Receive, document, and log clothing and personal effects; verify requests and ensure items are documented and delivered to Professional Services.
Help coordinate special requests and communicate relevant information to appropriate departments while handling personal belongings and confidential information sensitively.
Monitor daily appointment schedules, maintain accurate appointment information, and support implementation of the 2UP-System when greeting and assigning families to counselors.
Research and review family information before appointments, verify information during the greeting and appointment process, and communicate schedule changes and delays to relevant team members.
Support appointment readiness and help minimize unnecessary family wait times.
Answer incoming calls using appropriate telephone etiquette; monitor and respond to emails and other communication requests; direct calls, messages, and inquiries to the appropriate people or departments.
Assist with administrative processes, including payment intake, compliance signatures, FFW, HMIS updates, and other assigned documentation.
Complete assigned pre-call and post-call follow-ups and accurately communicate information to counselors, supervisors, and other departments.
Provide administrative coverage and assistance to support daily departmental operations.
Follow company policies, procedures, and applicable state and federal requirements; maintain accuracy and confidentiality when handling family information, documents, and payments.
Follow procedures for handling clothing, personal effects, and special family requests; maintain a professional appearance and comply with the company dress code.
Identify and report workplace hazards, safety concerns, and operational issues to the appropriate supervisor or lead.
Participate in required training, department meetings, and performance development activities.
Demonstrate accountability, dependability, teamwork, flexibility, and willingness to assist team members as business needs require.

Benefits

Medical, dental, and vision coverage, dependent upon eligibility.
Flexible Spending Accounts for health care and dependent care, dependent upon eligibility.
Health Savings Account with company contribution, dependent upon eligibility.
Sick leave, dependent upon eligibility.
Short-term disability, dependent upon eligibility.
Long-term disability, dependent upon eligibility.
Life insurance and dependent life insurance, dependent upon eligibility.
Voluntary accidental death or dismemberment insurance, dependent upon eligibility.
SCI 401(k) Retirement Savings Plan with company match, dependent upon eligibility.
Employee Assistance Program, dependent upon eligibility.