Hospitality Services Lead

Our associates celebrate lives. We celebrate our associates.

The Hospitality Services Lead is a hands on role responsible for supporting front of house and administrative functions, ensuring daily operations run smoothly, providing guidance to team members, and helping maintain a compassionate and professional service environment for families.

Essential Job Functions: Must be able to perform the essential functions of the job with or without reasonable accommodations.

RESPONSIBILITIES

1) Operations (Working Lead)

• Maintain clean, professional presentation of the Arrangement Desk and Galleria; ensure information materials are available and up to date, arrangement rooms are ready for families and environment is welcoming.
• Model empathetic, diplomatic service; greet and guide families and guests; provide directions to offices, chapels, and interment locations; manage high call volumes and emails with proper etiquette and information.
• Oversee intake, inventory, and logging of clothing and personal effects; verify special requests and ensure prompt hand‑off to Professional Services.
• Provide service and viewing time information to families, florists and visitors.
• Ensure coffee service is maintained and supplies are inventoried/ordered.

2) Team Leadership & Service Recovery

• Provide day‑to‑day direction, coaching, and feedback to Hospitality Services associates and Administrative Assistants; reinforce company values and professional standards; recognize good performance.
• Serve as first escalation point to resolve customer dissatisfaction through active listening, troubleshooting, and corrective action; elevate to Supervisor as needed.
• Support hiring, training, and cross‑training initiatives as directed by the Supervisor; contribute to a safe, presentable, and compliant work environment.

3) Workflow, Coverage & 2UP‑System Oversight

• Monitor daily schedule and coverage; balance assignments within the shift; ensure adherence to the 2UP‑System when assigning families to counselors.
• Research family information prior to counselor meetings; confirm accuracy during greeting and appointment scheduling.

4) Administrative Support Coordination (Leads Administrative Assistants)

• Answer incoming calls promptly, professionally, and sensitively using proper telephone etiquette.
• Oversee Administrative Assistants’ processes; phones/texts, payment intake, compliance signatures, FFW, HMIS updates, email/voicemail follow‑ups (including pre-call and post calls).
• Ensure case‑management follow‑ups are timely to minimize family wait time; maintain professional interdepartmental relationships.

5) Quality, Compliance, Safety & Development

• Ensure documentation and interactions meet company policy and applicable state/federal requirements, model adherence to dress code and professional standards.
• Track and help team members achieve annual SMART goals; participate in and facilitate training to elevate service quality.
• Promote safety practices; report/resolve hazards; maintain a continuously presentable environment for client families.

Key Performance Indicators (KPIs)

• Service Excellence: Family satisfaction/resolution rates for escalations; Voices survey scores.
• Operational Readiness: Daily readiness checklist completion; zero critical lapses (e.g., 2UP‑System assignment, clothing/effects accuracy, pre/post calls).
• Throughput & Coverage: On‑time start rate for appointments; coverage fill rate; timely distribution of daily reports and next‑day prep.
• Administrative Accuracy: HMIS update accuracy; on‑time FFW/compliance packet completion if required.

MINIMUM Requirements

Education

• Some college preferred; Associate’s degree or equivalent a plus.

Certification/License

• CFDA Arranger’s Test/course (or equivalent) preferred or to be completed post‑hire per department need.

Experience

• 3+ years in high‑volume, compassionate customer service; prior lead/senior or supervisory experience preferred; experience in mortuary/cemetery operations a plus.
• Previous reception experience helpful

Knowledge, Skills and Abilities

• Warmth, compassion, empathy; Diplomacy under pressure
• Ability to multi-task, prioritizes tasks, and differentiates level of importance
• High level of communication and listening skills
• Cultural sensitivity to the diverse community that Rose Hills serves
• Basic PC skills with MSWord, Excel, and Outlook
• HMIS familiarit