PURPOSE OF THE JOB

The Director of Guest Services is responsible for the overall hospitality and connection of every guest who enters Grace Church spaces. This role leads a volunteer-powered weekday front desk and delivers an excellent Sunday Guest Services experience, ensuring guests feel welcomed, guided, cared for, and connected to next steps. The ultimate purpose of this role is to make sure that every guest feels seen, known, and excited to return to Grace Church.  

RESPONSIBILITIES

Guest Experience Leadership (Ownership)

• Set the standard for guest hospitality across weekday and Sunday environments.
• Maintain clear Guest Services procedures, volunteer expectations, and service rhythms.
• Keep Guest Services aligned with Grace Church's mission, values, and current ministry priorities.

Weekday Front Desk Operations

• Provide front desk coverage and ensure coverage through trained volunteers when possible. 
• Welcome and direct guests, vendors, and attenders; respond to general questions and inquiries
• Answer and route phone calls and on-site needs to the appropriate person or ministry. 
• Maintain “pastor on call” routing procedures; triage guest situations and escalate appropriately.
• Coordinate with ministries to stay current on events, schedules, and guest-facing information

 Volunteer Recruitment, Training and Scheduling

•  Recruit, train, schedule, and shepherd a growing Guest Services team.
•  Build clear training, shadowing, and readiness standards so volunteers can serve confidently.
•  Provide ongoing coaching, encouragement, and quality control for volunteers.
•  Resolve volunteer issues promptly and uphold expectations with warmth and clarity. 

Sunday Guest Services and Lobby Leadership

• Lead the Sunday lobby Guest Services experience: welcoming guests, coaching volunteers, troubleshooting, and managing info flow. 
• Stay fully informed on weekend programming, key events, classes, and next steps to guide guests well. 
• Support check-in operations as needed (iPads, printers, etc.); coordinate quick fixes with IS/IT processes. 
• Oversee language interpretation support in coordination with the appropriate teams. 
• Handle guest escalations and sensitive needs in partnership with Security and Pastor-on-Call. 
• Be adequately prepared for Sunday morning (checking supplies, preparing gifts, etc. during the week) 

Guest Data, Systems, and Follow-Up Coordination

• Maintain guest/visitor records and weekly attendance integrity in Rock RMS (data entry, cleanup, accuracy).
• Coordinate follow-up workflows with Engagement after first visits or meaningful connections, ensuring clean handoffs and timely contact. 
• Complete guest follow-up tasks to include handwritten cards, phone calls, and individual follow up.  
• Use Asana and Teams to manage tasks, communicate updates, and sustain consistency.

Workroom and Mail Supplies (Front Desk-Related)

• Manage incoming/outgoing mail and deliveries, maintain order and readiness of the staff workroom. 
• Ensure the workroom and front desk supply areas are stocked; purchase and replenish supplies with the approved parameters. 
• Maintain hospitality-related signage and guest-facing supplies and equipment. 

Assist with invitational events 

• Help coordinate, plan, and lead events with Associate Pastor – Engagement  

REQUIREMENTS

• Experience leading volunteers and delivering hospitality/customer service in a fast-paced environment (church, nonprofit, retail, hospitality, education, healthcare, or similar). 

• Exceptional warmth, discernment, and relational intelligence; strong conflict-handling and problem-solving skills. 

• Reliable, organized, and systems-minded: able to build repeatable processes and follow through consistently.

• Comfortable with technology and learning new systems (Rock, Asana, Teams, phones, door access/security, check-in iPads/printers/labels). 

• Bilingual in Spanish: Preferred

• Prior church ministry or volunteer leadership experience: Preferred

• Training/experience in de-escalation, guest care, or first impressions: Preferred

STAFF REQUIREMENTS

• Committed to the vision, mission, and values of Grace Church.
• Attend Grace Church worship services, weekly staff check-ins, monthly staff meetings, quarterly Core Team (membership) meetings, and annual staff retreat.
• Directly work and be committed to the success of Grace’s Big Six events: Easter, Grace Kids Camp, Community Fair, Weekend of Service, Artistic Production, and Christmas Eve.

Apply Online

PURPOSE OF THE JOB

This is a part-time role.

Event Childcare is the childcare program that takes place during daytime and evening ministry events throughout the year. This role is designed to provide a safe, loving and engaging environment for children in our Event Childcare programs, as well as assist Grace Church in loving children to Jesus and in demonstrating Grace's core values to these children and their families.

RESPONSIBILITIES

• Provide quality and dependable care for children such as diaper changes, encouraging safe play, secure check-in and out procedure, etc.
• Follow safe and reasonable childcare practices and discipline.
• Contact Childcare Director if unable to provide care.
• Return the room to the way it originally was by picking up toys, vacuuming and cleaning messes as needed.
• Inventory needed supplies and let Childcare Director know when supplies are low (diapers, snacks, etc.)
• Maintain nursery cleanliness by wiping down all used toys with disinfectant wipes after every use. Sanitizing all toys, mats, etc. two times a year using a bleach bath solution.
• Discuss with Childcare Director any concerns about children when necessary.

REQUIREMENTS


STAFF REQUIREMENTS

• Ability to work daytime or evening shifts
• Must be 16+ with a work permit
• Childcare staff may bring children with them up to 5th grade
• CPR not required, but beneficial

Apply Online