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Guest Services Director

Reports To: Executive Pastor of Operations

Collaborates With: XP of Experience, Worship, Communications, and Facilities Teams

Direct Reports: Team Leads (Usher/Security, Door Greeters, Café, Prayer, Parking, Connect Center)

Category: Full-Time, Exempt, Ministry Leadership

purpose

The Guest Services Director ensures every guest and member of TC3 experiences a warm, welcoming, and spiritually meaningful encounter from the moment they arrive on campus until they leave. This role leads all volunteer teams that shape the first impression and ongoing connection experience, creating an environment where people feel seen, known, and valued. They embody relational warmth, spiritual discernment, and operational excellence—balancing heartfelt ministry with structured execution.

Sunday Experience Oversight
  • Oversee all Guest Services volunteer teams to ensure a distraction-free, spirit-led, and welcoming environment.
  • Ensure volunteers are spiritually prepared, trained, and in position before each service.
  • Create rhythms of prayer and encouragement before services to center teams on mission.
  • Identify and solve operational gaps in flow, signage, or guest communication.
Volunteer Recruitment & Leadership Development
  • Recruit, train, and empower volunteer team leads for each Guest Services area.
  • Build a volunteer culture that multiplies leaders through mentorship, feedback, and care.
  • Celebrate wins, recognize growth, and lead with authenticity and encouragement.
  • Develop a pipeline for volunteer leaders and coaches who can lead others.
Systems, Scheduling & Planning Center
  • Manage volunteer scheduling, attendance, and rotation through Planning Center.
  • Track engagement, attendance trends, and volunteer follow-up.
  • Ensure communication is timely, clear, and encouraging to every volunteer.
  • Oversee assimilation data and guest routing—making sure no one falls through the cracks.
Assimilation & Connection Systems
  • Partner with Operations and Ministries to ensure first-time guests are routed to the right leaders.
  • Follow up with Connect Cards and ensure next steps (Groups, Baptism, Serving) are communicated.
  • Create repeatable systems to integrate new families into the life of the church.
  • Work cross-departmentally to ensure guest data is clean, tracked, and celebrated.
Culture & Spiritual Leadership
  • Lead by example through prayer, Scripture engagement, and Sabbath rhythms.
  • Shepherd volunteers spiritually—caring for their souls, not just their schedules.
  • Communicate with humility and authenticity, modeling what it means to serve from overflow.
  • Make decisions prayerfully and seek unity across all guest experience areas.
Collaboration & Communication
  • Collaborate with XP of Experience and Worship to ensure seamless Sunday transitions and service flow.
  • Work with Communications to align guest touchpoints (emails, signage, app, follow-up).
  • Partner with Facilities to maintain a safe, clean, and inviting campus environment.
Key Performance Indicators (KPIs)
  • 100% of Guest Services volunteer positions filled and scheduled at least 2 weeks in advance.
  • 90% volunteer retention rate per quarter.
  • 100% first-time guests followed up with and routed to a ministry leader within 48 hours.
  • Measurable improvement in guest connection card completion and return guest ratios.
  • Quarterly volunteer leader meetings conducted with measurable growth and feedback.
  • Planning Center data accuracy above 95%.
Competencies (EOS GWC Lens)

  • Gets It: Understands hospitality, systems, and the spiritual heart of connection.

  • Wants It: Passionate about creating a culture of belonging where every person feels valued.

  • Capacity: Spiritually grounded, emotionally mature, organized, and excellent communicator.

90-Day Success Plan

First 30 Days: Observe & Connect

  • Meet with XP of Operations, volunteer team leads, and department heads.
  • Learn existing Guest Services systems, SOPs, and scheduling structures.
  • Observe Sunday operations, parking flow, and volunteer culture.
  • Begin relational connections with team leads and volunteers.

Next 30 Days: Organize & Empower

  • Audit volunteer lists, Planning Center accuracy, and onboarding process.
  • Clarify team lead expectations and communication rhythms.
  • Identify first set of ‘quick wins’ for flow, signage, or volunteer experience

Final 30 Days: Execute & Multiply

  • Launch a Volunteer Huddle with prayer and encouragement rhythm.
  • Recruit 3–5 new volunteers per team area.
  • Implement Guest Follow-Up process using Planning Center workflows.
  • Present 6-month Guest Services growth and development plan to XP of Operations.

90-Day Rocks (Measurables)

  • Complete assessment of all Guest Services teams and SOPs.
  • 100% volunteer schedules posted two weeks in advance.
  • Onboard at least five new volunteers and one new team lead.
  • Implement Guest Follow-Up Workflow within Planning Center.
  • Present 6-Month Growth and Connection Plan to XP of Operations.

Legend of Abbreviations

  • LMA – Lead, Manage, Accountable (EOS responsibility framework).
  • GWC – Gets it, Wants it, Capacity to do it (EOS fit assessment).
  • Rocks – 90-day priorities driving toward annual goals.
  • KPIs – Key Performance Indicators (measurable outcomes for success).
  • SOP – Standard Operating Procedure (repeatable system ensuring consistency).
Apply Now
or email your resume to jobs@tc3.church