Guest Service Manual

We are so pleased you have decided to take you next step to serve with us. Thank you for your passion to help Guest Services create irresistible environments that are warm and welcoming for everyone. Our aim is to be a church for the unchurched, a place people can come as they are; and they feel connected so that they can grow in their relationship with Jesus Christ, and we couldn’t do it without you.

Our Sunday Services is a pivotal time for people taking their next step in their Christian journey as they are being connected in communities, encouraged, inspired and taught.

The role of the Guest Services Team is a people based and focused role and is very important in the life of a healthy, growing church. We feel so blessed when people (new Christians, Old Christians and Non-Christians) visit our church and we love to do everything we can to make them feel right at home. This role is proactive in meeting and connecting with our guests.

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Why We Are Here

The mission of Suncoast Church is to lead people into a growing relationship with Jesus Christ

 

What We Will Do

We will be enthusiastic as well as cheerful as we greet our guest just as they are by creating irresistible environments where people are comfortably cared for, and eventually discover the best next step in their relationship with Jesus Christ.

 

How we Make Decisions

Each guest should be welcomed as they are. We believe we should treat all with the hospitality and value they deserve, remembering always that people and their experience matter. We will create unforgettable experiences as we deliver the wow factor at every service.

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What are the expectations of a Guest Services Team Member?

·         Arrive on time

·         Be well groomed in your appearance (Dress Code below)

·         Be friendly, your role is literally to make people feel welcome! Always have a smile on your face and an attitude where anyone, no matter who, feels like they can talk to you!

·         Always be on the look out! Guests and visitors don’t always come forward and admit they are new! It’s our job to be seeking out new people, getting them connected and ensuring they feel like they belong at Suncoast – because they do!

·         Always remember the following

o   Be sincere when greeting guests, have good eye contact and attempt to connect with each person as you greet them

o   Always walk guest to their desired location, do not point

o   Know the locations of all family environments

o   Be aware of any special events happening that Sunday

o   Be in position 30 minutes prior to the service begin

o   Please refrain from eating, drinking or chewing gum

o   Please refrain from texting or using your phone while you are greeting guests

o   Please limit personnel conversations with friends and family members until you are finished serving

Dress Code

·         Suncoast provides a Guest Service Team T-shirt for you to wear when you are rostered on.

·         We do request that you wear this t-shirt.

·         Please avoid the following

o   Skirts, shorts or dresses that are too short

o   Avoid going barefoot

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Emergency Procedures at Suncoast.

Medical Emergency

·         Contact Guest Service Director to communicate what the emergency is.

·         Provid e the location and a brief description of the situation.

·         The first aid Officer and a staff member will take over the situation

Suspicious Person

·         If an individual makes you feel uncomfortable then contact the Guest Service Director to communicate the situation

·         Provide the location and a brief description of the situation.

·         Keep an eye on the person until the Guest service Director arrives (do not approach the person)

Missing Child

·         Contact Guest Service Director to communicate that you have a missing Child

Fire

·         Contact Guest Service Director to communicate that there is a fire emergency  and the location

·         Activate the nearest alarm

·         Assist guest in leaving the building via the nearest exit

·         Each environment has a specific plan to follow in order to evacuate all children into designated areas outside the building

Black Out

·         Guest Service Director will take control of a power outage situation

·         Assist staff by moving people to a safe direction calmly and quickly

·         Use your mobile phones as a light source

Weather Emergency

·         Guest Service Director will make the call if a weather emergency evacuation plan needs to be actioned.

·         Assist staff by moving people to a safe direction calmly and quickly

·         Stay away from windows, doors and external walls where possible

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ENVIRONMENTS

OUR ENVIRONMENT ARE:

COMFORTABLE

·         The temperature is pleasing.

·         The building is safe and secure.

·         The furniture is useful and the seating is comfortable.

CLEAN

·         Every environment smells clean and fresh.

·         All areas are neat and in order.

·         The facility is spotless with floors, glass, and surfaces all white-glove approved. Think surgically clean!

·          All volunteers should constantly scan the floors for trash.

CLEAR

·         Every area is clearly marked with directional signage that is effective and visible

·         Volunteers provide clear directions and valuable information about all environments and can direct guests where they need to go.

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Our Key Environments

Creche: Crèche is our Sunday environment for 9 month olds – 2 year olds. We believe that every child should feel loved and cherished in a safe environment. This group runs at the 8:30am and 10:15 services. In crèche, children are taught that 1) God made me, 2) God loves me and 3) Jesus wants to be my friend forever.

All Stars: All Stars is our Sunday environment for 3 year olds – 5 year olds and runs at the 8:30 am and 10:15 am services. Children in this group are also taught that 1) God made me, 2) God loves me and 3) Jesus wants to be my friend forever.

World Changers: This Sunday environment is for children aged 6 years old – 11 years old. We want every child in World Changers to understand three basic truths: 1) I need to make the wise choice, 2) I can trust God no matter what and 3) I should treat others the way I want to be treated. This group runs at the 8:30 am, 10:15 am and 6:00 pm services.

GUEST SERVICES ZONES

Outside Zone/First impressions

Overview:
At Suncoast, we believe our church services start in the car park! The car park is the first Suncoast environment our guests enter. Your team are the first encounter people have when they come to Suncoast and your team sets the tone of their ‘first impression.’

In this environment your team welcomes the cars pulling into the car park by smiling and waving to them and helping to direct them where to park.

This environment also involves assisting the Café and Kids team set up outside and have someone available to chat with new families and help them find where they need to drop their kids off. Here we can make a lasting impression with families and have an opportunity to grab them a coffee and direct them into the Inside Zone.  Ensure team is being intentional about letting the other team leaders know we have new guest.

There is a risk of guests feeling lost in this area, so it is important for your team to understand of what’s going on in the life of Suncoast and know where all the important areas are. E.g. Toilets, crèche, ect

Leaders assigned to this environment need to:

  •         Ensure that equipment is available (fluoro vests, torches, umbrellas, etc).

  •         Select best team to welcome people into the car park with a wave and a happy smile.

  •        Make sure team are particularly on the look out for the elderly and disabled to ensure they are able to park as close to the building as possible! If you need to help them out of the car be sure to be on hand.

  •         If it is raining, ensure umbrellas are out and escort people from their cars to the building.

  •         Make sure your team waits until the cars generally stop coming before leaving their posts to join the service.

  •         Be in the foyer both before and after the service (8:10am, 9:40am, 11:20am)

  •         Ensure team is creating a fun vibe in the foyer and not lining up on each side of the door as people enter.

  •         Make sure ALL guests are welcomed! Whether its their first time or 142rd time.

  •         Ensuring team are identifying new people, and where possible linking them with another person in their community.

  •         Ensuring the team member on the Next Steps Desk is comfortable starting and having conversations! Again, trying to best direct them to someone who might have similar interests or be in a similar stage of life.

Ensure team can point people towards the next step for them. They should become familiar with all the ‘next step options’. Whether is enrolling in Alpha, joining a connect group or connecting with XO let them know where they can go from here.

Key time Frames:

  • Set up 7.30 – 8am

  •         Greeting / Carpark 8.15 – 8.45am

  •          Next Steps Desk 8.15am -8.30am, 10mins prior to end of service

  •         Pack down 10.45 – 11.15am

  •        Café team 20-30mins after each service.

Auditorium zone:

Overview:
In this zone your role is to make sure everything is set up and ready for the service. This includes Parents and Mothers room, toilets, ect. Ushers are essential in making sure no one is missed. Team should help new guest to their seats. If the Outside of Café Teams have informed you of new guests, make sure you inform someone in their demographic so they can be greeted in the 1 minute conversation time.  This zone is crucial for making people feel comfortable. Ensure team is friendly and able to identify demographic leaders.

Leaders assigned to this environment need to:

  •      Ensure that environments are clean, tidy and prepped for guests.

  •      Select best team to usher and greet guests with a happy smile.

  •      Make sure team are particularly on the lookout for the elderly and disabled to ensure they are able to find seating and navigate areas that may be dark.

  •     Make sure your team waits until the guests have stopped entering before leaving their posts to join the service.

  •     Be on posts before and during worship in each service

  •      Make sure ALL guests are welcomed! Whether it’s their first time or 142rd time.

  •      Ensuring team are identifying new people, and where possible linking them with another person in their community.

  •     Ensure team are familiar with facilities and evacuation procedures. 

 Key time Frames:

  •          Set up 7.30 – 8am

  •          Ushering 8.20-8.45am

  •          Offering – see Service Notes

  •          Pack down 10.45 – 11.15am

  •          Café team 20-30mins after each service.

Rostering

Suncoast Guest Services will be rostered through our Database Program, Elvanto. We have found that Elvanto provides an efficient scheduling process that helps with better communication with our volunteers with automatic notifications whenever they are rostered on as well as reminders to check the schedule if they haven’t confirmed.

Elvanto offers multiple ways of contacting you through email and SMS.