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Christ Church Lake Forest

Director Guest Services

Christ Church Lake Forest
Lake Forest, Illinois, United States

Date Posted: 02/26/2014
Categories: Church Staff
Denominations: Non-Denominational
Church Size: 1001 to 1500
Job Type: Full-Time

Job Description:


This position is primarily responsible for all aspects of guest connections for weekend worship services including the recruitment, equipping, orchestrating and care of Connections team members by performing the following duties.



Ensures that guests to the weekend services are greeted warmly and that initial follow-up is made within the first three days and provides vision, processes and standard operating procedures for the effective and friendly assimilation of guests to all Christ Church campuses.


Ensures a warm and friendly lobby experience and acts as coach, mentor and resource for all campuses as it relates to Guest Relations.


Works with campus pastors to identify and place volunteers into Connections team roles; provides training for various roles on an annual basis, or as needed.


Trains campus personnel on the use of Signup Genius (a tool used in recruiting and assigning volunteer roles to individuals for weekend services.) 


Assists campus pastor in growing volunteer database by providing feedback and insight.


Writes, updates and maintains job descriptions for the various positions within the Connections team and ensures that each campus has updated copies to share with volunteers at all times. 


Develops and regularly updates volunteer handbook as the Connections Team positions become evolve into lay-led rather than staff-led teams and develops policies and procedures for entering guests into the Fellowship One database for all campuses. 


Ensures that guests are receiving correspondence and contacts from site-specific personnel.


Leads the guest welcome process including high emphasis on capturing new guests information and introducing them to Christ Church in a positive manner


Is Responsible for ongoing development and monitoring of matrices that track assimilation of new guests into discipleship / small groups. 


Ensures that all campus Pastors are trained in the processes of handling and tracking visitors.

Conducts volunteer training workshops as needed to ensure that new recruits are properly informed in how to relay the DNA of Christ Church through service, friendliness, efficiency, visitor forms, FastPass, security, etc. 


Ensures a great welcoming environment for newcomers and regular attendees and visits various campuses on a monthly basis to provide coaching, insight and feedback for Connections team members.


Serves as project manager for church-wide events One Church/One Day and Volunteer Appreciation and works to fully staff each event with trained volunteers.


Works with Executive Director to enhance customer service and guest relations for all aspects of the connections team, including developing welcome packets, coordinating communications for new connections team members and special volunteer appreciation events. 


Works as a resource with other campus directors to ensure all information is current and available and is responsible for all aspects of lobby ministry including: signage, ministry events profiled, event sign-ups and other lobby logistics. 


Provides direction for lobby setup for other campus locations and watches the lobby flow to determine where bottlenecks may be and implements new strategies as necessary and benchmarks with other churches to gather best practices


Handles oversight, recruitment and coordination of connections teams who support weekly worship services, including Saturday night and Sunday morning services. 


Is responsible for The connections team, which may consist of: Greeters, ushers, connectors, escorts, coffee service, communion team to prepare, serve and clean-up, prayer team, parking attendants, resource center attendant, lobby leads and FastPass attendants. 


Models a friendly and warm attitude to Connections team members.


Ensures that weekly safety teams are in place for weekend services.


Coordinates Welcome Lunches by providing food, assembling information packets; also does ordering, setting up and cleanup of the meal.  Sends out invitations to guests who have visited Christ Church and not yet attended a Welcome Luncheon (as outlined in the assimilation plan).


Provides contact management reports to ministry heads monthly encouraging and monitoring staff follow-up and ensures that visitor registration cards as systematically acknowledged, affirmed and addressed. 


Works with Small Groups Pastor to assimilate guests from visitor status to attendee status and tracks visitor involvement by using Database Management System reports.


Understands all aspects of lobby ministry and the importance of guest relations and ensures that all connections team members present a warm, friendly greeting and are knowledgeable of upcoming church events, including Bible studies, where classes meet, etc. by providing a weekly update of events at the Connect Center.



2+ years experience in ministry related field preferred.  Must possess strong interpersonal, leadership and organizational skills.  Must possess a developed Christian maturity and model Christian character at work, home, and social life.