Guest Services Specialist 1 - Bilingual Chinese

Forest Lawn Memorial Parks and Mortuaries; Covina (CA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive benefits

Drug screening policy

E-Verify participation

Fair Chance Initiative

Job summary

Forest Lawn Memorial Parks and Mortuaries in Covina, CA is seeking a Guest Services Specialist who greets and assists client families and visitors in the lobby area with professionalism and compassion. You will stay informed about daily appointments, qualify inquiries to direct families to the appropriate department, and coordinate with Memorial Counselors or Supervisors as needed.

This on-site role requires weekend/evening hours, strong communication, and the ability to lift up to 25 pounds; an

Qualifications

• Caring, professional demeanor while helping families during difficult times.
• 2–3 years of customer service or reception experience.
• Excellent communication and customer service skills.
• PC literate; basic knowledge of Word and Excel.
• Able to work weekends, evenings, and holidays.
• On-site work required.
• High school diploma or GED.
• Able to lift up to 25 pounds regularly.

Responsibilities

• Prepare lobby/area to be clean, secure, and welcoming for clients.
• Serve families/visitors promptly and with compassion.
• Be knowledgeable about daily appointments and expected visitors.
• Qualify inquiries and direct to appropriate department.
• Handle concerns respectfully and route to the right person.
• Receive clothing or personal items from families when needed.
• Stay informed about Forest Lawn events at the location.
• Answer questions about funeral arrangements, products, and services.
• Escort families to arrangement rooms and monitor wait times.
• Serve drinks and light refreshments as needed.
• Inform supervisor of activities and any significant issues.
• Process payments on behalf of the Flower Shop.

Skills

Customer service

Communication

PC skills

Word

Excel

Education

High school diploma or GED

Tools

Word

Excel

Job description

Brief Description

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 Specialist also notifies the Memorial Counselor, Supervisor, or appropriate person of the families' arrival.

Brief Description

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 Specialist also notifies the Memorial Counselor, Supervisor, or appropriate person of the families' arrival.

What You'll Be Doing

• Prepare and ensure that the lobby and surrounding area 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.
• Remain knowledgeable of the nature of daily appointments and client families/visitors expected to come into the lobby.
• 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.
• Receive and appropriate documents receipt of clothing, jewelry, or personal effects from a client family.
• Stay abreast of Forest Lawn public and employee events occurring within the location.
• Answer client families' questions relating to funeral arrangements, products, and services.
• Escort client family to designated arrangement room and monitors the wait time.
• Serve hot and cold drinks to families – makes coffee and provides water from the refrigerator as necessary. Serve cookies or other items to the client family.
• Keep the supervisor informed of area activities and of any significant problems or concerns.
• Take payments on behalf of the Flower Shop.

Requirements

• Have a caring and professional demeanor and enjoy helping families at a difficult time.
• Previous 2-3 years of customer service and/or reception.
• Have excellent communication and customer service skills.
• PC Literate; basic knowledge of Word and Excel.
• Must be able to work weekends, evenings, and holidays.
• Must be comfortable being present in a visitation room or chapel with a decedent.
• High school diploma/GED certification.
• Must be able to work on-site.
• Must be able to regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 25 pounds.

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.

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.

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.

Summary

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.