Hospitality Services Associate

SCI Shared Resources•Whittier, CA

1d•Onsite

About The Position

Our associates celebrate lives. We celebrate our associates. Operate multi-line telephone console, greet grieving families and guests with warmth and sensitivity, and provide support to the Arrangement Directors and Family Service counselors. Communicate one-on-one with families. Essential Job Functions: Must be able to perform the essential functions of the job with or without reasonable accommodations. Oversee the Arrangement Desk/Stateroom Reception areas, keeping them clean and professional appearing. At all times, must present warmth, compassion, empathy, good manners, and diplomacy to grieving family members and guests. Present a genuine smile out of kindness. Must be able to 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.’ Strict adherence to the “Up-System” is crucial. 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. It is critical to keep clothing accurate! Promptly forward personal effects to Quality Control. Confirm accurate information while greeting families and scheduling appointments. Much research is required for each decision. Greet families and guests diplomatically while handling continual interruptions, changing priorities, and daily deadlines. From 30-50 families per day must be cared for. Follow-up with staff to insure families and guests are taken care of with a high level of customer service. Prepare appointment slips for the following day. Information material displayed at the Front Desk must be kept current. Prepare information folders and distribute them to families accordingly. Must be able and willing to 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.

Requirements

Two years in a fast-paced customer service environment where warmth and compassion were developed
Ability to multi-task, set priorities, and organize work in a high paced environment
Ability to remain positive, calm, and composed during stressful situations
Ability to work with constant interruptions and heavy inbound phone calls
Basic PC skill with MSWord, Excel, and Outlook
Must be able to work a flexible schedule, depending on business needs
Sit in reception area for most of the working day
Answer a continual stream of phone calls
Lift up to approximately 40lbs (clothing, garment bags, and coffee maker)

Nice To Haves

Previous reception experience helpful
Some college classes preferred, or equivalent
Bilingual a plus

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
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
Accept, inventory, and log into the system, clothing and personal items of the deceased
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 insure 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
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