Hospitality Services Lead
3 days ago
Whittier
Job Description 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. RESPONSIBILITIES 1. 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. 2. 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. 3. 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. 4. 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. 5. 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. Key Performance Indicators (KPIs) • Service Excellence: Family satisfaction/resolution rates for escalations; Voices survey scores., • Operational Readiness: Daily readiness checklist completion; zero critical lapses (e.g., 2UP‑System assignment, clothing/effects accuracy, pre/post calls)., • Throughput & Coverage: On‑time start rate for appointments; coverage fill rate; timely distribution of daily reports and next‑day prep., • Administrative Accuracy: HMIS update accuracy; on‑time FFW/compliance packet completion if required. MINIMUM 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 CONDITIONS When considering the work hours associated with this job, the following factors may apply: Work Environment 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. Work Postures • Frequent, continuous periods of time standing up 6 hours per day, • Sitting continuously for many hours per day, up to 6 hours per day, • Climbing stairs to access buildings frequently Physical Demands • Sit in reception area for most of the working day, • Lift up to approximately 40lbs (clothing, garment bags) Work Hours • Must be able to work a flexible schedule, depending on business needs. Compensation: $21.00/hr - $25.00/hr Exact compensation may vary based on skills, experience, and location. Benefits (dependent upon eligibility): MedicalVisionShort-Term DisabilityLife InsuranceDependent Life InsuranceEmployee Assistance Program 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. 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. 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. Postal Code: 90601 Category (Portal Searching): Operations Job Location: US-CA - WhittierCompany DescriptionLife’s not about a job, it’s about purpose. Do you love sales? Are you passionate about serving your community? Do you want to make a difference with your work? We’re looking for a sales professional to join our dynamic team! We put people first and value integrity and attention to detail in our work. We’ll change everything you ever thought about working in the funeral services industry. This isn’t your typical job—and we’re not your typical company! Our Sales Professionals enjoy: -\tUnlimited Income Potential - with a competitive commissioned incentive package -\tStability – a recession-resistant, human centered business -\tBrand recognition – Our Dignity Memorial® is the North America’s largest provider of funeral, cremation and cemetery services. -\tCompany-Provided Leads - we use the world’s #1 lead-management system and other best-in- class technology platforms -\tOngoing training -\tAdvancement opportunities We think our CEO, Tom Ryan, says it best: “At SCI, we believe we are Better Together. When each of us brings our best self to work, we can provide the Service Excellence our families deserve. This is why we provide you and your loved ones with benefits and resources to help you become your best.” BETTER HEALTH: Wellbeing is important to us, and to ensure our associates have access to the best care, we offer medical, prescription drug, mental health, dental and vision insurance plans for our associates to select from. Our wellness program offers benefit credits and includes a company contribution toward Health Reimbursement Accounts (HRA). Our Employee Assistance Program (EAP) offers immediate, confidential help to our associates and their dependents as well as eight free counseling sessions per incident. BETTER WEALTH: We are committed to providing the means and resources for our associates to manage their current and future financial needs. We offer a 401(k) plan with a competitive company match, financial education tools and flexible spending accounts for healthcare, dependent care and commuter expenses. BETTER SELF: We encourage associates to take time off through vacation, holiday, sick time, maternity leave and baby bonding (maternity & paternity) plans. Career development is an important focus, supported by tuition reimbursement, professional training and discounted university rates. Through the Sam Lucas Scholarship Foundation, we provide educational grants to associates, their spouses and children. What is important to our associates outside of work is important to us too. We offer additional benefits including adoption assistance and pet insurance, among many other insurance and benefit options. BETTER COMMUNITY: Our Associate Resource Communities (ARCs) are associate-led, self-directed groups of Company colleagues who share similar interests and backgrounds. ARCs offer opportunities to connect with colleagues, promote diversity, share ideas, enhance our business and help improve the communities in which we live and work. As part of our mission to promote excellence in funeral service, our mortuary science scholarship program awards over $96,000 annually to 25 deserving students. (Associates are eligible to participate.) In exchange for a contribution to a charity of their choice, our associates can earn an additional day off per year. Compensation: $40,000 to $100,000 targeted compensation (with higher earnings potential based on exceptional performance) Note: Eligibility requirements apply. SCI 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. For any difficulties with the application process, please reach out to ’s not about a job, it’s about purpose.\r\n\r\nDo you love sales? Are you passionate about serving your community? Do you want to make a difference with your work?\r\n\r\nWe’re looking for a sales professional to join our dynamic team! We put people first and value integrity and attention to detail in our work. We’ll change everything you ever thought about working in the funeral services industry. This isn’t your typical job—and we’re not your typical company!\r\n\r\nOur Sales Professionals enjoy:\r\n•\tUnlimited Income Potential - with a competitive commissioned incentive package\r\n•\tStability – a recession-resistant, human centered business\r\n•\tBrand recognition – Our Dignity Memorial® is the North America’s largest provider of funeral, cremation and cemetery services.\r\n•\tCompany-Provided Leads - we use the world’s #1 lead-management system and other best-in-\r\nclass technology platforms\r\n•\tOngoing training\r\n•\tAdvancement opportunities\r\nWe think our CEO, Tom Ryan, says it best:\r\n“At SCI, we believe we are Better Together. When each of us brings our best self to work, we can provide the Service Excellence our families deserve. This is why we provide you and your loved ones with benefits and resources to help you become your best.” \r\nBETTER HEALTH:\r\nWellbeing is important to us, and to ensure our associates have access to the best care, we offer medical, prescription drug, mental health, dental and vision insurance plans for our associates to select from. Our wellness program offers benefit credits and includes a company contribution toward Health Reimbursement Accounts (HRA). Our Employee Assistance Program (EAP) offers immediate, confidential help to our associates and their dependents as well as eight free counseling sessions per incident.\r\nBETTER WEALTH:\r\nWe are committed to providing the means and resources for our associates to manage their current and future financial needs. We offer a 401(k) plan with a competitive company match, financial education tools and flexible spending accounts for healthcare, dependent care and commuter expenses.\r\nBETTER SELF:\r\nWe encourage associates to take time off through vacation, holiday, sick time, maternity leave and baby bonding (maternity & paternity) plans. Career development is an important focus, supported by tuition reimbursement, professional training and discounted university rates. Through the Sam Lucas Scholarship Foundation, we provide educational grants to associates, their spouses and children. What is important to our associates outside of work is important to us too. We offer additional benefits including adoption assistance and pet insurance, among many other insurance and benefit options.\r\nBETTER COMMUNITY:\r\nOur Associate Resource Communities (ARCs) are associate-led, self-directed groups of Company colleagues who share similar interests and backgrounds. ARCs offer opportunities to connect with colleagues, promote diversity, share ideas, enhance our business and help improve the communities in which we live and work. As part of our mission to promote excellence in funeral service, our mortuary science scholarship program awards over $96,000 annually to 25 deserving students. (Associates are eligible to participate.) In exchange for a contribution to a charity of their choice, our associates can earn an additional day off per year.\r\nCompensation: $40,000 to $100,000 targeted compensation (with higher earnings potential based on exceptional performance)\r\nNote: Eligibility requirements apply.\r\nSCI 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.\r\nFor any difficulties with the application process, please reach out to .