Guest Services Specialist I

Guest Services Glendale, California

Responsibilities: 

  • Represents Forest Lawn in a courteous and professional manner
  • 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. 
  • Serves families or visitors promptly and professionally with compassion
  • Knowledge of the nature of daily appointments and client families/visitors expected to come into the lobby.
  • Ability 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. 
  • Receives and appropriate documents receipt of clothing, jewelry, or personal effects from a client family. 
  • Understands and respects the nature of our business
  • Stays abreast of Forest Lawn public and employee events occurring within the location. 
  • Knowledge of the park and facilities of the park 
  • Knowledge of ADA accessible areas within the park
  • Knowledge of the departments and personnel within the park
  • Answers client families’ questions relating to funeral arrangements, products and services.  
  • Escorts client family to designated arrangement room and monitors the wait time. 
  • Serves hot and cold drinks to families – makes coffee and provides water from the refrigerator as necessary.  Serves cookies or other items to the client family. 
  • Keeps the supervisor informed of area activities and of any significant problems or concerns
  • Ability to take a payment on behalf of the Flower Shop
  • Comfortable being present in a visitation room or chapel with a decedent
QUALIFICATIONS:
  • High School Diploma or G.E.D.
  • Previous customer service and/or reception experience of 2-3 years required
  • PC Literate; have basic knowledge of Word and Excel
  • Must have excellent communication and customer service skills
  • Bilingual Spanish, Mandarin, or Armenian preferred
  • Proficient and effective written and oral communication
  • Must be able to work weekends, evenings, and holidays
  • Maintain confidentiality of all material and data handled by the department

Because of the need to provide service to our families seven days a week, the schedule includes every other weekend and some holidays. Guest Services Specialist are provided a professional uniform that includes a blazer, skirt/pants and blouse.  We also provide dry cleaning.

We Offer an Outstanding Compensation and Benefits Package, Which Includes:

  • Medical/Dental/Life Insurance
  • Paid Vacation and Paid Absence Plan
  • Long Term Disability
  • 401(k) with a matching contribution plan
  • Flexible Spending Accounts
  • Tuition Reimbursement
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