Hospitality Services Associate (Part Time)

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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.

JOB RESPONSIBILITIES

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.

Experience and Education:

• Two years in a fast-paced customer service environment where warmth and compassion were developed
• Previous reception experience helpful
• Some college classes preferred, or equivalent

Special Skills

• 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
• AS400 familiarity
• Bilingual a plus

Working Environment

Work seated for most of the day in a carpeted, air-conditioned reception area where grieving families come to make arrangements for their deceased loved ones. The atmosphere can be heavy with grief and sad emotions. Incumbent must be able to work effectively in this atmosphere by not letting it affect his/her ability to provide the level of professional service that families expect. Must be able to remain positive, calm, and composed during stressful situations. Present a professional front office appearance at all times. Must exhibit flexibility, dependability, and teamwork to coworkers. Must work with constant interruptions and heavy inbound phone calls. Learning curve is from 4-6 months to “get it right.” Must be able to work a flexible schedule, depending on business needs.

Physical Requirements

• Sit in reception area for most of the working day
• Answer a continual stream of phone calls
• Lift up to approximately 40# (clothing, garment bags, and coffee maker)

Equipment / Machines Operated

• Multi-line telephone console
• AS400
• PC and printer
• Copier
• Fax machine
• Coffee brewer

Postal Code: 90601

Category (Portal Searching): Administration and Clerical

Job Location: US-CA - Whittier

Req ID: Req.104377

Position Type: Part time

Who we are. What we do.

We are a company committed to supporting families at difficult times. Nowhere will you find a group of caregivers and teams more passionate about the work they do or more invested in the well-being of the families they serve.

The Dignity Memorial name is a symbol of trust and a mark of excellence. As the largest provider of funeral, cemetery and cremation services in North America, we're dedicated to celebrating the life and legacy of every loved one with professionalism, compassion and attention to detail that is second to none.

"SCI” refers to Service Corporation International and its affiliates.

Equal Opportunity Employer, M/F/D/V

SCI Shared Resources, LLC is committed to an inclusive, barrier-free recruitment and selection process.

On request, we will seek to provide appropriate accessibility options to all applicants with disabilities.