Rose Hills Company Career Opportunities

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Manager, Visitor Services
CA - Whittier
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Opportunity Snapshot

This position offers you the opportunity to leverage your security experience and service finesse to ensure guests have a safe and peaceful environment in which to visit or say goodbye to their loved ones.  While a typical cemetery has less than 50 acres, Rose Hills features 1,500 beautiful acres comprised of diverse settings and extensive views, many of them 360°.  With such a large area and so much ground to cover, you'll use your talent as a master coordinator scheduling your team and overseeing outsourced security, both of whom will provide help and assistance throughout the park in ways that demonstrate a service more than a security stance.    Whether you come from law enforcement, security, or service, you will enjoy helping people, working in a strong, cohesive department, a casual environment, the resources of a publicly owned company, and the chance to continue to grow and develop your career with the best in the industry. 

Rose Hills has a 98-year legacy of providing comprehensive memorial services to the Southern California community. If you are from outside the funeral industry, you may have preconceived notions about what it might be like to work for Rose Hills, but it's worth taking a closer look: we're a vibrant, fast-growing $100M subsidiary of SCI, a $2.5B leader in the funeral industry, and we have earned an exceptional brand reputation in our market. We also enjoy a very positive presence in the community and a great family culture.

The Requirements

To find success in this role you will have:
  • Five years of experience in a manager / supervisor function.
  • A high school diploma or GED.
  • The ability to operate a PC and learn new business systems software.
  • Proficiency with MS Office applications including Word, Excel and Outlook.
  • A valid CA Driver’s License.
Preferred but not required:
  • Several years of law enforcement, private security or property patrol experience. 
  • Cemetery industry experience.
  • Established relationships with local law enforcement.
  • Relevant college coursework.
  • CPR, Arrest and Firearms, and/or EMT certification is a plus.
  • Bilingual in Spanish is also a plus. 
 Your core competencies and characteristics should include:
  • Developed management and leadership skills and a history of success leading a team.
  • Excellent powers of observation and detail-mindedness.
  • A customer service orientation.
  • The ability to bring a calming demeanor to highly emotional situations.
  • The skill to deescalate potentially confrontational interactions.  
  • Strong communication skills including the ability to read, write, and speak English.
  • Effective interpersonal skills and the disposition to build trust, respect and a cohesive team dynamic.
  • Strong judgment and integrity.
  • Excellent telephone etiquette skills.
While you'll generally work standard business hours, there are six or seven high volume events, like Mother's Day, that bring in a tremendous amount of weekend traffic.  During those times, it's advantageous for you to be onsite.

The Role

As the Manager of Visitor Services you will lead a department of approximately a dozen and be accountable for visitor risk management and information services.  Additionally, you’ll serve as point person working with the outsourced security team.    This is a multi-faceted job with security at its core, but security that will not be handled in a hands-on way.  You should have solid de-escalation skills, as should members of your team.  It will not be up to you or your team to physically stop violence, vandalism or other egregious behavior, but to contact the authorities when something major does happen and assist them as necessary. 
 
Basically, anything that happens in the park that is unusual will fall to your team.  At times team members could provide a jump or gas for a stranded guest, write an incident report, make a notation of something that needs immediate attention, set up extra traffic routes and more.  You’ll maintain communication with your team via check in points that they’ll scan during their routes and through radio frequencies where codes will be used.  The codes are a smaller sub-set of what you might hear on a police scanner and the park has three radio frequencies that cover traffic, park services and security.    

In the following areas specifically, you will:
 
Safety
  • Ensure that employees work according to safety standards set by the Company, state, and federal regulations.
  • Communicate safety standards via written and verbal communication, and by conducting regular safety meetings.
  • Take remedial action against safety violators by coordinating with the Company Safety Coordinator.  Actively participate in the Safety Committee.
  • Develop and maintain crowd control methods to use quickly and effectively when called upon.
Internal and External Customer Service
  • Emphasize customer service and promote warm and friendly interactions between department staff and visitors.
  • Maintain a good working relationship with vendors, service providers, employees and all company departments and satellites.
  • Project a favorable image of the company to promote goals and to enhance public recognition and acceptance of all its efforts.
Leadership
  • Monitor daily visitor activity by using the full capability of the Visitor Service’s associates, and acting in a timely manner on calls for action.
  • Develop and maintain a department budget in accordance with a strategic plan.
  • Maintain positive team relationships by leading through personal example, listening to team members, encouraging commitment and loyalty, showing genuine interest in employees, and rewarding high levels of job performance, behavior, and attendance.
  • Recommend department staff additions; supervise and evaluate employees; focus on ways to develop and retain employees.
  • Lead your team to reach SMART goals by understanding the company’s strategic plan, clearly communicating the plan to your team, and ensuring that milestones are reached in a timely manner.
  • Insure a high level of job performance from each employee by clearly communicating job performance expectations, meeting with employees to ensure they are on target, suggesting better ways of performing tasks, providing constructive feedback and positive recognition, and delivering timely performance appraisals.
  • Maintain fair and balanced staffing schedule that meets office demands.
  • In scheduling analyze and understand work flow volume, employees' skill and experience, individual employee’s needs for PTO.
Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Why Rose Hills

Visibility – this is a highly visible role that is important to the rest of the organization.  You’ll serve as the face of Rose Hills, directly touching the public, interfacing with the outsourced security firm, and leading a team that can both look out for the well-being of the park and respect the customer focused on paying respects to their loved ones. The impact of your efforts will be felt and noticed.

Career options -- with the broad experience and visibility core to this role, you could, depending upon your ambition and performance, pursue other opportunities within Rose Hills and at SCI, our parent company which has over 1,600 locations in North America. In fact, this role is open because the incumbent was recently promoted. With that said, prior incumbents preferred the Manager, Visitor Services position and retired after many years in this role. 

Variety -- you’re expected to be a strong presence at Rose Hills meaning you’ll get to get out of the office and spend time out on the grounds.  You’ll enjoy helping visitors, working with your team, being involved with the community, working on process improvements, and more.  The grounds are beautiful, the days are varied and you can feel pride in the fact that you’ll be able to help others and make their visits more enjoyable.  It’s no wonder people don’t leave this role until they retire.  

Best in the Business -- we place a high value on quality and performance and take pride and satisfaction in our projects.  Rose Hills is the cream of the industry, offering beautiful grounds, plenty of space to develop, and a reputation that keeps us growing. 

Stability -- while many industries have been volatile in the last several years, our industry is thriving.  As a company, we reap the advantages of a well-established parent organization whose financial backing will assure our continued operations for many years to come.

Excellent compensation -- along with a competitive salary, we offer an outstanding, comprehensive benefits program that includes health/dental/vision insurance, a 401(k) plan, employee discounts and more.

Pictured: Sycamore Valley.

Keys to Success

We've already said it, but it's worth repeating. In this role you should be aware of and alert to security but your overarching umbrella should be customer service based.  You’ll want to be easy to approach by visitors and staff alike, listen carefully to requests and questions, answer and follow through to the best of your ability, and generally provide assistance.  At the same time you have a team to lead and develop, training to provide, and a tone to set.  It’s a fine line.  You’ll also need to garner a level of respect and trust.  In other words, your soft skills will be just as important to your successes as your technical skills. 
 
The incumbent is well-liked and well-known, which could be a double-edged sword.  On one hand you’re walking in to a well-run operation -- there is no mess to clean up.  On the other hand, you might find those who are not happy about the change and like things as they are.  In both cases you’ll want to quickly establish your credibility, begin to build relationships and make your own impact.

About Rose Hills

Since 1914, Rose Hills Memorial Park has been a place to remember. Today, Rose Hills Memorial Park & Mortuaries provide comprehensive memorial care to Los Angeles County and Orange County families. Our team can help you with cemetery property, funeral planning, funeral receptions or funeral flowers whether you’re preplanning final arrangements or have experienced a loss. Rose Hills also offers families cremation options.

Positive feng shui can be found throughout our 1,400-acre memorial park, which includes SkyRose Chapel and The Pageant of Roses Garden. The park is also the site of free community events. Rose Hills has locations in Whittier, Alhambra, Cerritos, City of Industry and Irvine.

We have expertise in the funeral and burial traditions of many cultures, and our team is proud to offer assistance in English, Spanish, Mandarin, Cantonese, Korean and Vietnamese.

Rose Hills is a proud member of the Dignity Memorial® network of funeral, cremation and cemetery service providers. The Dignity Memorial brand is your assurance of quality, value, caring service and exceptional customer satisfaction.

 

Pictured: SkyRidge Terrace.

Opportunity Snapshot

This position offers you the opportunity to leverage your security experience and service finesse to ensure guests have a safe and peaceful environment in which to visit or say goodbye to their loved ones.  While a typical cemetery has less than 50 acres, Rose Hills features 1,500 beautiful acres comprised of diverse settings and extensive views, many of them 360°.  With such a large area and so much ground to cover, you'll use your talent as a master coordinator scheduling your team and overseeing outsourced security, both of whom will provide help and assistance throughout the park in ways that demonstrate a service more than a security stance.    Whether you come from law enforcement, security, or service, you will enjoy helping people, working in a strong, cohesive department, a casual environment, the resources of a publicly owned company, and the chance to continue to grow and develop your career with the best in the industry. 

Rose Hills has a 98-year legacy of providing comprehensive memorial services to the Southern California community. If you are from outside the funeral industry, you may have preconceived notions about what it might be like to work for Rose Hills, but it's worth taking a closer look: we're a vibrant, fast-growing $100M subsidiary of SCI, a $2.5B leader in the funeral industry, and we have earned an exceptional brand reputation in our market. We also enjoy a very positive presence in the community and a great family culture.

The Requirements

To find success in this role you will have:
  • Five years of experience in a manager / supervisor function.
  • A high school diploma or GED.
  • The ability to operate a PC and learn new business systems software.
  • Proficiency with MS Office applications including Word, Excel and Outlook.
  • A valid CA Driver’s License.
Preferred but not required:
  • Several years of law enforcement, private security or property patrol experience. 
  • Cemetery industry experience.
  • Established relationships with local law enforcement.
  • Relevant college coursework.
  • CPR, Arrest and Firearms, and/or EMT certification is a plus.
  • Bilingual in Spanish is also a plus. 
 Your core competencies and characteristics should include:
  • Developed management and leadership skills and a history of success leading a team.
  • Excellent powers of observation and detail-mindedness.
  • A customer service orientation.
  • The ability to bring a calming demeanor to highly emotional situations.
  • The skill to deescalate potentially confrontational interactions.  
  • Strong communication skills including the ability to read, write, and speak English.
  • Effective interpersonal skills and the disposition to build trust, respect and a cohesive team dynamic.
  • Strong judgment and integrity.
  • Excellent telephone etiquette skills.
While you'll generally work standard business hours, there are six or seven high volume events, like Mother's Day, that bring in a tremendous amount of weekend traffic.  During those times, it's advantageous for you to be onsite.

The Role

As the Manager of Visitor Services you will lead a department of approximately a dozen and be accountable for visitor risk management and information services.  Additionally, you’ll serve as point person working with the outsourced security team.    This is a multi-faceted job with security at its core, but security that will not be handled in a hands-on way.  You should have solid de-escalation skills, as should members of your team.  It will not be up to you or your team to physically stop violence, vandalism or other egregious behavior, but to contact the authorities when something major does happen and assist them as necessary. 
 
Basically, anything that happens in the park that is unusual will fall to your team.  At times team members could provide a jump or gas for a stranded guest, write an incident report, make a notation of something that needs immediate attention, set up extra traffic routes and more.  You’ll maintain communication with your team via check in points that they’ll scan during their routes and through radio frequencies where codes will be used.  The codes are a smaller sub-set of what you might hear on a police scanner and the park has three radio frequencies that cover traffic, park services and security.    

In the following areas specifically, you will:
 
Safety
  • Ensure that employees work according to safety standards set by the Company, state, and federal regulations.
  • Communicate safety standards via written and verbal communication, and by conducting regular safety meetings.
  • Take remedial action against safety violators by coordinating with the Company Safety Coordinator.  Actively participate in the Safety Committee.
  • Develop and maintain crowd control methods to use quickly and effectively when called upon.
Internal and External Customer Service
  • Emphasize customer service and promote warm and friendly interactions between department staff and visitors.
  • Maintain a good working relationship with vendors, service providers, employees and all company departments and satellites.
  • Project a favorable image of the company to promote goals and to enhance public recognition and acceptance of all its efforts.
Leadership
  • Monitor daily visitor activity by using the full capability of the Visitor Service’s associates, and acting in a timely manner on calls for action.
  • Develop and maintain a department budget in accordance with a strategic plan.
  • Maintain positive team relationships by leading through personal example, listening to team members, encouraging commitment and loyalty, showing genuine interest in employees, and rewarding high levels of job performance, behavior, and attendance.
  • Recommend department staff additions; supervise and evaluate employees; focus on ways to develop and retain employees.
  • Lead your team to reach SMART goals by understanding the company’s strategic plan, clearly communicating the plan to your team, and ensuring that milestones are reached in a timely manner.
  • Insure a high level of job performance from each employee by clearly communicating job performance expectations, meeting with employees to ensure they are on target, suggesting better ways of performing tasks, providing constructive feedback and positive recognition, and delivering timely performance appraisals.
  • Maintain fair and balanced staffing schedule that meets office demands.
  • In scheduling analyze and understand work flow volume, employees' skill and experience, individual employee’s needs for PTO.
Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Why Rose Hills

Visibility – this is a highly visible role that is important to the rest of the organization.  You’ll serve as the face of Rose Hills, directly touching the public, interfacing with the outsourced security firm, and leading a team that can both look out for the well-being of the park and respect the customer focused on paying respects to their loved ones. The impact of your efforts will be felt and noticed.

Career options -- with the broad experience and visibility core to this role, you could, depending upon your ambition and performance, pursue other opportunities within Rose Hills and at SCI, our parent company which has over 1,600 locations in North America. In fact, this role is open because the incumbent was recently promoted. With that said, prior incumbents preferred the Manager, Visitor Services position and retired after many years in this role. 

Variety -- you’re expected to be a strong presence at Rose Hills meaning you’ll get to get out of the office and spend time out on the grounds.  You’ll enjoy helping visitors, working with your team, being involved with the community, working on process improvements, and more.  The grounds are beautiful, the days are varied and you can feel pride in the fact that you’ll be able to help others and make their visits more enjoyable.  It’s no wonder people don’t leave this role until they retire.  

Best in the Business -- we place a high value on quality and performance and take pride and satisfaction in our projects.  Rose Hills is the cream of the industry, offering beautiful grounds, plenty of space to develop, and a reputation that keeps us growing. 

Stability -- while many industries have been volatile in the last several years, our industry is thriving.  As a company, we reap the advantages of a well-established parent organization whose financial backing will assure our continued operations for many years to come.

Excellent compensation -- along with a competitive salary, we offer an outstanding, comprehensive benefits program that includes health/dental/vision insurance, a 401(k) plan, employee discounts and more.

Pictured: Sycamore Valley.

Keys to Success

We've already said it, but it's worth repeating. In this role you should be aware of and alert to security but your overarching umbrella should be customer service based.  You’ll want to be easy to approach by visitors and staff alike, listen carefully to requests and questions, answer and follow through to the best of your ability, and generally provide assistance.  At the same time you have a team to lead and develop, training to provide, and a tone to set.  It’s a fine line.  You’ll also need to garner a level of respect and trust.  In other words, your soft skills will be just as important to your successes as your technical skills. 
 
The incumbent is well-liked and well-known, which could be a double-edged sword.  On one hand you’re walking in to a well-run operation -- there is no mess to clean up.  On the other hand, you might find those who are not happy about the change and like things as they are.  In both cases you’ll want to quickly establish your credibility, begin to build relationships and make your own impact.

About Rose Hills

Since 1914, Rose Hills Memorial Park has been a place to remember. Today, Rose Hills Memorial Park & Mortuaries provide comprehensive memorial care to Los Angeles County and Orange County families. Our team can help you with cemetery property, funeral planning, funeral receptions or funeral flowers whether you’re preplanning final arrangements or have experienced a loss. Rose Hills also offers families cremation options.

Positive feng shui can be found throughout our 1,400-acre memorial park, which includes SkyRose Chapel and The Pageant of Roses Garden. The park is also the site of free community events. Rose Hills has locations in Whittier, Alhambra, Cerritos, City of Industry and Irvine.

We have expertise in the funeral and burial traditions of many cultures, and our team is proud to offer assistance in English, Spanish, Mandarin, Cantonese, Korean and Vietnamese.

Rose Hills is a proud member of the Dignity Memorial® network of funeral, cremation and cemetery service providers. The Dignity Memorial brand is your assurance of quality, value, caring service and exceptional customer satisfaction.

 

Pictured: SkyRidge Terrace.
Rose Hills Company is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
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