Guest Services Specialist 1 - Bilingual Chinese

About the Role

The Guest Services Specialist position is vital to the success of Forest Lawn, serving client families or visitors in a professional and respectful manner by greeting, welcoming, and assisting within the reception/lobby area. This role also notifies the Memorial Counselor, Supervisor, or appropriate person of the families’ arrival.

Responsibilities

• Prepare and ensure the lobby and surrounding area are clean, secure, and well maintained for client families; contact appropriate departments if attention is needed.
• Serve families or visitors promptly and professionally with compassion.
• Remain knowledgeable of daily appointments and expected client families/visitors.
• Qualify client family inquiries to determine if they are At-Need, Pre-Need, Illness, or have another need, then direct them to the appropriate department.
• Handle concerns from client families and visitors with respect and professionalism, identifying the appropriate person or avenue to resolve issues.
• Receive and document receipt of clothing, jewelry, or personal effects from client families.
• Stay informed about Forest Lawn public and employee events at the location.
• Answer client families’ questions about funeral arrangements, products, and services.
• Escort client families to designated arrangement rooms and monitor wait times.
• Serve hot and cold drinks, including making coffee and providing water, as well as cookies or other items to client families.
• Keep the supervisor informed of area activities and any significant problems or concerns.
• Process payments on behalf of the Flower Shop.

Requirements

• Caring and professional demeanor with a passion for helping families during difficult times.
• 2-3 years of customer service and/or reception experience.
• Excellent communication and customer service skills.
• PC literate with basic knowledge of Word and Excel.
• Ability to work weekends, evenings, and holidays.
• Comfortable being present in a visitation room or chapel with a decedent.
• High school diploma or GED certification.
• Must work on-site.
• Able to regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.

Benefits

Forest Lawn offers an excellent benefits package that is competitive within the industry, including comprehensive health and wellness benefits.

All job applicants who receive an offer will be required to voluntarily submit to a hair collection drug screening test to detect illegal drug use within the past 90 days. A positive test may result in the withdrawal of the job offer.

Forest Lawn participates in the federal E-Verify program to confirm employment authorization for new hires. The process is completed in conjunction with the Form I-9 upon commencement of employment.

Forest Lawn considers all qualified applicants, including those with criminal histories, in compliance with applicable state and local laws, such as the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.