SUPV Hospitality Services

SCI Shared Resources•Whittier, CA

9h•Onsite

About The Position

The Hospitality Services Supervisor provides outstanding customer service to internal and external customers by supervising the Arrangement’s Desk, Stateroom Desk, and Concierge. This role operates in accordance with Rose Hills strategic management practices, including General Supervising Standards, Staff Supervision and Development, Scheduling/Staffing, Compliance, Safety, and Budget Expectations. The supervisor is responsible for ensuring all documentation is completed in accordance with state, federal, and company rules and regulations.

Requirements

3+ years in high-volume, compassionate customer service
2+ years of management and/or supervisory experience
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

Nice To Haves

Some college
Associate’s degree or equivalent
CFDA Arranger’s Test/course (or equivalent) or to be completed post-hire per department need
Prior lead/senior or supervisory experience
Experience in mortuary/cemetery operations
Management and/or supervisory experience preferably in the mortuary/cemetery profession
Bilingual

Responsibilities

Ensure Arrangement Desk and Galleria areas are continuously maintained, organized, and presentable for client families.
Ensure all family interactions are conducted in a professional, compassionate, organized, and caring manner in alignment with Company Core Values.
Monitor daily operations to ensure consistent service coverage, appointment flow, and readiness.
Serve as escalation point for complex customer concerns; resolve issues through active listening, troubleshooting, and corrective action.
Ensure coffee service, information materials, and public-facing areas are fully stocked and maintained.
Directly supervise Hospitality Services associates and Lead, ensuring high levels of performance and accountability.
Hire, train, coach, and retain Hospitality Services staff with a focus on service excellence.
Clearly communicate job expectations; conduct regular performance check-ins; provide constructive feedback and recognition.
Support and guide Lead in providing daily direction, service recovery, and operational execution.
Promote team engagement, professionalism, and adherence to company values.
Develop and maintain fair, balanced staffing schedules that meet business needs while supporting employee PTO and availability.
Partner with Arrangements leadership to ensure adequate coverage for Arrangement appointments and office operations.
Monitor daily coverage and deployment, adjusting resources as needed to meet service demands.
Ensure adherence to the 2UP-System and other department workflows.
Answer incoming calls promptly, professionally, and sensitively using proper telephone etiquette.
Oversee Administrative Assistants’ processes; phones/texts, payment intake, compliance signatures, FFW, H MIS 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.
Ensure all documentation and processes comply with company policy and applicable state and federal regulations.
Maintain a safe work environment; ensure staff are trained on workplace safety standards.
Ensure staff adherence to dress code, professional standards, and operational procedures.
Address and resolve safety concerns promptly.
Identify operational gaps, service trends, and workflow challenges.
Recommend and implement process improvements to enhance efficiency, service quality, and employee experience.
Track performance outcomes and service metrics; ensure corrective actions are implemented when needed.
Maintain regular communication with Arrangements, Professional Services, Administration, and other departments to support coordinated service delivery.
Serve as a liaison to ensure alignment on scheduling, family flow, and case readiness.
Model professionalism in all internal and external interactions.