<p>Our associates celebrate lives. We celebrate our associates.</p> <p>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.</p> <p>Essential Job Functions: Must be able to perform the essential functions of the job with or without reasonable accommodations.</p> <p>RESPONSIBILITIES</p> <p>1) Operations (Working Lead)</p> <ul> <li>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. </li><li>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. </li><li>Oversee intake, inventory, and logging of clothing and personal effects; verify special requests and ensure prompt hand-off to Professional Services. </li><li>Provide service and viewing time information to families, florists and visitors. </li><li>Ensure coffee service is maintained and supplies are inventoried/ordered. </li></ul> <p>2) Team Leadership & Service Recovery</p> <ul> <li>Provide day-to-day direction, coaching, and feedback to Hospitality Services associates and Administrative Assistants; reinforce company values and professional standards; recognize good performance. </li><li>Serve as first escalation point to resolve customer dissatisfaction through active listening, troubleshooting, and corrective action; elevate to Supervisor as needed. </li><li>Support hiring, training, and cross-training initiatives as directed by the Supervisor; contribute to a safe, presentable, and compliant work environment. </li></ul> <p>3) Workflow, Coverage & 2UP-System Oversight</p> <ul> <li>Monitor daily schedule and coverage; balance assignments within the shift; ensure adherence to the 2UP-System when assigning families to counselors. </li><li>Research family information prior to counselor meetings; confirm accuracy during greeting and appointment scheduling. </li></ul> <p>4) Administrative Support Coordination (Leads Administrative Assistants)</p> <ul> <li>Answer incoming calls promptly, professionally, and sensitively using proper telephone etiquette. </li><li>Oversee Administrative Assistants' processes; phones/texts, payment intake, compliance signatures, FFW, HMIS updates, email/voicemail follow-ups (including pre-call and post calls). </li><li>Ensure case-management follow-ups are timely to minimize family wait time; maintain professional interdepartmental relationships. </li></ul> <p>5) Quality, Compliance, Safety & Development</p> <ul> <li>Ensure documentation and interactions meet company policy and applicable state/federal requirements, model adherence to dress code and professional standards. </li><li>Track and help team members achieve annual SMART goals; participate in and facilitate training to elevate service quality. </li><li>Promote safety practices; report/resolve hazards; maintain a continuously presentable environment for client families. </li></ul> <p>Key Performance Indicators (KPIs)</p> <ul> <li>Service Excellence: Family satisfaction/resolution rates for escalations; Voices survey scores. </li><li>Operational Readiness: Daily readiness checklist completion; zero critical lapses (e.g., 2UP-System assignment, clothing/effects accuracy, pre/post calls). </li><li>Throughput & Coverage: On-time start rate for appointments; coverage fill rate; timely distribution of daily reports and next-day prep. </li><li>Administrative Accuracy: HMIS update accuracy; on-time FFW/compliance packet completion if required. </li></ul> <p>MINIMUM Requirements</p> <p>Education</p> <ul> <li>Some college preferred; Associate's degree or equivalent a plus. </li></ul> <p>Certification/License</p> <ul> <li>CFDA Arranger's Test/course (or equivalent) preferred or to be completed post-hire per department need. </li></ul> <p>Experience</p> <ul> <li>3+ years in high-volume, compassionate customer service; prior lead/senior or supervisory experience preferred; experience in mortuary/cemetery operations a plus. </li><li>Previous reception experience helpful </li></ul> <p>Knowledge, Skills and Abilities</p> <ul> <li>Warmth, compassion, empathy; Diplomacy under pressure </li><li>Ability to multi-task, prioritizes tasks, and differentiates level of importance </li><li>High level of communication and listening skills </li><li>Cultural sensitivity to the diverse community that Rose Hills serves </li><li>Basic PC skills with MSWord, Excel, and Outlook </li><li>HMIS familiarity </li><li>Bilingual a plus </li></ul> <p>Work CONDITIONS</p> <p>When considering the work hours associated with this job, the following factors may apply:</p> <p>Work Environment</p> <p>Work seated for most of the day in a carpeted, air-conditioned reception area or office 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 and emails.</p> <p>Work Postures</p> <ul> <li>Frequent, continuous periods of time standing up 6 hours per day </li><li>Sitting continuously for many hours per day, up to 6 hours per day </li><li>Climbing stairs to access buildings frequently </li></ul> <p>Physical Demands</p> <ul> <li>Sit in reception area for most of the working day </li><li>Lift up to approximately 40lbs (clothing, garment bags) </li></ul> <p>Work Hours</p> <ul> <li>Must be able to work a flexible schedule, depending on business needs. </li></ul> <p>Compensation:</p> <p>$21.00/hr - $25.00/hr</p> <p>Exact compensation may vary based on skills, experience, and location.</p> <p>Benefits (dependent upon eligibility):</p> <p>Medical<em>Dental</em>Vision<em>Flexible Spending Accounts (health care and dependent care)</em>Health Savings Account with Company Contribution<em>Sick Leave</em>Short-Term Disability<em>Long-Term Disability</em>Life Insurance<em>Voluntary Accidental Death or Dismemberment Insurance</em>Dependent Life Insurance<em>SCI 401(k) Retirement Savings Plan with Company match</em>Employee Assistance Program</p> <p>Rose Hills is an Equal Opportunity Employer. The company's hiring procedures do not discriminate against any person on the basis of race, color, national origin, religion, ethnicity, age, sex, sexual-orientation, veteran's status or disability, or any other legally protected status.</p> <p>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.</p> <p>As part of your pre-employment background check, your criminal conviction history will be verified given that this role requires the following material job duties: Supervising/management role that requires working with and leading associates. Convictions creating a direct, adverse, and negative relationship with the identified job duties may result in withdrawal of a conditional job offer.</p> <p>Postal Code: 90601</p> <p>Category (Portal Searching): Operations</p> <p>Job Location: US-CA - Whittier</p>