Guest Services | The Basics

Phil Myers (second from right) leads a team of stellar guest services peeps at our GCC-LaPorte site. A few pictured here: Ed, Steve, Chris, Greg, Phil, Craig

Phil Myers (second from right) leads a team of stellar guest services peeps at our GCC-LaPorte site. A few pictured here: Ed, Steve, Chris, Greg, Phil, Craig

I've been asked lately about some bottom-line "musts" to establish and/or take guest services excellence to the next level. This isn't an exhaustive list (that's why I wrote a few books on the topic), but these core essentials will provide a foundation to make your serve to guests excellent and personable.

  • Leadership: 
    • Are the right leaders in place? 
    • Do they carry the DNA, mission, vision and values of the church? 
    • Do they hold the experience of the guest as a top priority over personal convenience? 
    • Are they gifted leaders – not merely doers (although they may “do” fantastic work)? 
    • Do these leaders have chemistry, trust and love for each other? 
    • Do they model the level of personable service you want every team member to practice? 
  • Values:
    • Are values defined and communicated (whatever those are… Team, Engagement, Next Steps, People Matter, etc)?
    • Are teams using those values as lenses to serve guests? That is, are they operating from a motivation of values rather than mere technical training or a task list?
  • Systems:
    • Are systems defined and functioning so guests are served well?
    • Are systems facilitated and owned by team members who utilize those systems to serve people? 
    • Do systems help team members understand their schedule, expectations, and feedback loop?

Of course if you're providing guest services in the local church, it's assumed, but should be stated - the love of God in Jesus motivates everything you do. It is the number one driving value. Helping people experience the grace of God is the point - or there is none.