Roles, Recruiting, and Training
Guest Services relies heavily upon volunteers. At each of our churches, we have a paid staff member to lead Guest Services. The Guest Services Director acts as the primary vision caster and leader for this area, overseeing all systems. However, Sundays simply could not happen without our team of volunteers.
Guest Services volunteers welcome all guests that enter the church. In addition to greeting people, volunteers answer questions and help guests find their way around the church. Guest Services volunteers are the very first impression our guests will have of our church.
Guest Services Volunteer Roles are defined as follows:
Team Leader: These volunteers are responsible for leading specific teams of volunteers through the details of a Sunday and caring for their teams. They work closely with the Guest Services Director.
Parking Team: These volunteers serve our guests in the parking lot by initiating with a warm welcome, clear directions, and a fond farewell.
Information Center Team: These volunteers serve our guests at the Information Center by answering their questions, providing clear information, and helping them take next steps.
First-Time Team: These volunteers serve our first-time guests by providing them with a genuine greeting, a personalized experience, and a friendly follow-up.
Greeters: These volunteers serve our guests at the doors and in the hallways by making them feel valued with a sincere greeting, a friendly presence, and a fond farewell.
Ushers: These volunteers serve our guests in the Auditorium by initiating with a warm greeting, friendly presence, and clear directions to a seat.
Inviting new volunteers to join Guest Services happens several ways. Each year, our churches devote one Sunday to promote the volunteer opportunities we have available and encourage our attendees to join a team. We call this “Strategic Service Sunday”. We also rely on existing volunteers to invite their friends, small group members, and others within their circle of influence to volunteer with them. Some of our churches try a few other approaches that work for their contexts including an environment called NEXT. NEXT is a brief orientation that happens after our services and gives people an opportunity to learn more about our mission, strategy and environments to help them determine their best next step in getting involved at one of our churches.
Another great option some of our campuses have found effective is creating a space central to the Lobby to invite guests to stop by after a service. Of course, our Guest Services team members are always strategically placed and ready to answers questions. Inside a number of these environments, the churches will use iPads with a user-friendly app to help guests with their best next step.
All prospective volunteers go through an initial orientation prior to serving in Guest Services. This orientation consists of vision-casting for Guest Services from the Director, details and a review of procedures for the various volunteer roles within Guest Services, and a tour of the church. We utilize our Volunteer Handbook during this orientation. Once a new volunteer has been through orientation, they are assigned to a team. For the first few Sundays that they serve, they are assigned to a “veteran” volunteer to shadow and learn their respective role.
All existing volunteers are invited to attend an annual Guest Services training event. At this event, we have fun with our volunteers, share stories of how we are accomplishing our mission, cast vision for why we do what we do, and have team-specific training breakouts for each area of Guest Services.
Volunteer leaders, or Captains, meet with the Director of Guest Services 2-3 times during the year in both one-on-one and group settings. These meetings give the Director an opportunity to work very closely with the volunteers who are leading their respective teams on Sundays. During these meetings, the Director can further communicate vision, update systems as needed, brainstorm new ideas to enhance the guest experience, and focus on leadership development.