Hospitality Services Lead

Service Corporation International•Whittier, CA

7d•$21 - $25•Onsite

About The Position

Our associates celebrate lives. We celebrate our associates. The Hospitality Services Lead is a hands on role responsible for supporting front of house and administrative functions, ensuring daily operations run smoothly, providing guidance to team members, and helping maintain a compassionate and professional service environment for families. Essential Job Functions: Must be able to perform the essential functions of the job with or without reasonable accommodations.

Requirements

Education Some college preferred; Associate’s degree or equivalent a plus.
Certification/License CFDA Arranger’s Test/course (or equivalent) preferred or to be completed post‑hire per department need.
Experience 3+ years in high‑volume, compassionate customer service; prior lead/senior or supervisory experience preferred; experience in mortuary/cemetery operations a plus.
Previous reception experience helpful
Knowledge, Skills and Abilities Warmth, compassion, empathy
Diplomacy under pressure
Ability to multi-task, prioritizes tasks, and differentiates level of importance
High level of communication and listening skills
Cultural sensitivity to the diverse community that Rose Hills serves
Basic PC skills with MSWord, Excel, and Outlook
HMIS familiarity
Bilingual a plus
Work Hours Must be able to work a flexible schedule, depending on business needs.

Responsibilities

Operations (Working Lead) Maintain clean, professional presentation of the Arrangement Desk and Galleria; ensure information materials are available and up to date, arrangement rooms are ready for families and environment is welcoming. Model empathetic, diplomatic service; greet and guide families and guests; provide directions to offices, chapels, and interment locations; manage high call volumes and emails with proper etiquette and information. Oversee intake, inventory, and logging of clothing and personal effects; verify special requests and ensure prompt hand‑off to Professional Services. Provide service and viewing time information to families, florists and visitors. Ensure coffee service is maintained and supplies are inventoried/ordered.
Team Leadership & Service Recovery Provide day‑to-day direction, coaching, and feedback to Hospitality Services associates and Administrative Assistants; reinforce company values and professional standards; recognize good performance. Serve as first escalation point to resolve customer dissatisfaction through active listening, troubleshooting, and corrective action; elevate to Supervisor as needed. Support hiring, training, and cross‑training initiatives as directed by the Supervisor; contribute to a safe, presentable, and compliant work environment.
Workflow, Coverage & 2UP‑System Oversight Monitor daily schedule and coverage; balance assignments within the shift; ensure adherence to the 2UP‑System when assigning families to counselors. Research family information prior to counselor meetings; confirm accuracy during greeting and appointment scheduling.
Administrative Support Coordination (Leads Administrative Assistants) Answer incoming calls promptly, professionally, and sensitively using proper telephone etiquette. Oversee Administrative Assistants’ processes; phones/texts, payment intake, compliance signatures, FFW, HMIS updates, email/voicemail follow‑ups (including pre-call and post calls). Ensure case‑management follow‑ups are timely to minimize family wait time; maintain professional interdepartmental relationships.
Quality, Compliance, Safety & Development Ensure documentation and interactions meet company policy and applicable state/federal requirements, model adherence to dress code and professional standards. Track and help team members achieve annual SMART goals; participate in and facilitate training to elevate service quality. Promote safety practices; report/resolve hazards; maintain a continuously presentable environment for client families.