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Guest Services Supervisor
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The Guest Services Specialist position is vital to the success of Forest Lawn. This position is responsible for serving client families or visitors (within our reception/lobby area) in a professional and respectful manner by greeting, welcoming, and assisting. The Guest Services Supervisor oversees and leads the Guest Service Specialist to ensure client families are greeted in a professional and respectful manner consistently.
- Communicate service schedule and other events to team such as community events or training meetings.
- Responsible for administrative duties team scheduling, managing labor hours, supply requests and inventory, and reviewing surveys.
- Performance management of team including performance reviews, disciplinary documentation, and any staffing changes, interview and select to fill open positions.
- Participate in team goals and the development of standard operating procedure guidelines.
- Train and model team on service standards.
- Confirm and present urn client family.
- Develop and nurture working relationship with Memorial Counseling and Planning Advisors to ensure positive interactions.
- Conduct regular staff and safety meetings.
- Ensure Guest Specialist follow meal and rest break policies.
- Maintain consistent communication with Vice President.
- Represent Forest Lawn in a courteous and professional manner
- Ensure lobby and surrounding areas are clean, secure, and well maintained for client families. If area requires attention, will contact appropriate department.
- Serve families or visitors promptly and professionally with compassion
- Train team to be able to qualify client family inquiries to determine if a family is At-Need, Pre-Need, Illness or has another need and then direct to the appropriate department
- Handle concerns from client families and visitors with respect, professionalism, and able to identify the appropriate person or avenue to resolve the concern including Grounds complaints.
- Receive and appropriate documents receipt of clothing, jewelry, or personal effects from a client family.
- Answers client families’ questions relating to funeral arrangements, products and services.
- Ability to project a calm, respectful, comforting and professional demeanor.
- Customer service and hospitality experience of 3-5 years.
- High School Diploma/ G.E.D.
- Valid CA Drivers License.
- PC Literate; have basic knowledge of Word and Excel.
- Excellent communication and customer service skills; Exhibits patience and the ability to connect with guests.
- Available to work on-site, available weekends, holidays, and evenings to guide and monitor service level being provided by team.
Preferred Qualifications
- Bilingual in Spanish or Armenian.
- Previous supervisory experience is a plus.
- Associates Degree.
Competitive Benefits
Forest Lawn takes pride in offering an excellent benefits package to our employees, which taken as a whole, leads our industry and is competitive with the benefits in just about any other industry.
Click here to learn more about our benefit offerings.
Drug Testing Policy
Prior to beginning employment, all job applicants who receive a job offer will be required to voluntarily submit to a drug screening test conducted by a laboratory designated by Forest Lawn. The drug screening method is a hair collection test that will detect the use of illegal drugs within the past 90 days. A positive drug test may result in the withdrawal of the job offer.
E-Verify Statement
Forest Lawn has registered to participate in the federal government's E-Verify program. With E-Verify we are able to confirm the employment authorization of all newly hired employees through an electronic database maintained by the Social Security Administration and Department of Homeland Security. With respect to new hires, the E-Verify process is completed in conjunction with a new hire's completion of the Form I-9, Employment Eligibility Verification upon commencement of employment. E-Verify is not used as a tool to pre-screen candidates.
For up-to-date information on E-Verify, go to https://www.e-verify.gov/employees/e-verify-overview.
Fair Chance Initiative for Hiring Ordinance
Forest Lawn will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
Forest Lawn has always attracted unique and exceptional individuals; those who aren’t satisfied with simply building a career,but want to go home at the end of the day knowing they’ve made a profound and positive difference in people’s lives.
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