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.