INTRODUCTION TO GUEST SERVICES

In my many years of greeting, meeting and conversing with first-time guests, I have learned that developing and exercising ways to connect with people is critical. To show people we genuinely care, we must treat them with generosity and show them love. Love is a universal language and is the strongest resource we can use to reach, serve and keep people in a healthy and reciprocal relationship. To genuinely connect with others, love must be demonstrated before it can be felt. Love means ensuring that people's needs are being met. With this knowledge in mind, we must be sensitive to the different circumstances people may face and utilize every opportunity at our disposal to demonstrate love through our demeanour and conduct.

Therefore, love should be at the heart of front-end ministries as it is often through the demeanour and conduct of front-end personnel that people are touched. For this reason, properly trained personnel are vital to reaching, serving and keeping people with the objective of turning guests into members and ultimately disciples of Christ.

An organization's guest services strategy must reflect its core values and mission statement. These set out the expectations and standards by which teams are motivated to bring goals to fruition. In 2005, while preparing to speak at a conference in Kentucky, I sat in my hotel room with a burdened heart. I earnestly sought the Lord to reveal the mission and direction for our church. It was then that the motto "Out of the Ordinary and into Greatness" came into being.

Ordinary is how we normally do things, but greatness involves the changes we make to become enlightened and transformed to fulfill our higher calling.

Our church's mission and our vision reflect our goal to offer a "Jesus Experience". It is our mission:

1. To provide exceptional services that will positively affect the lives and experiences of individuals.

2. To cultivate and maintain a healthy atmosphere that establishes an environment conducive to meaningful worship experiences.

3. To provide opportunities for holistic development based on research, observation and training, in order to produce greatness in people's lives through a transformed understanding of:

• God: This involves the relational knowledge of the existence, rule and purpose of God in the earth.

• Ourselves: This involves striving for self-actualization and realizing our service abilities.

• Our Resources: This involves the appropriate use of our gifts, talents and natural resources to accomplish both our personal and collective purpose in the world.

• Our Society: This involves understanding cultures and social issues in order to effectively spread the Gospel and provide better community services.

By executing our church's mission statements, we hope everyone will encounter a "Jesus Experience", whether they are a guest or a member. We strive to ensure that every encounter is characterized by tasteful, biblical and professional attitudes, which are essential components of our guest services strategy. When delivering guest services, it is always important to remember that all members were once guests and growth happens when guests turn into members.

These ministries are focused on maintaining growth, encouraging people in spiritual and personal development and preparing them for the greater works of the Kingdom. They are vital to the growth of the church; they also contribute to the establishment of people in different ways.

The church's goal is ultimately growth through discipleship of others, training and community-focused service. Growth has always been at the core of God's ambition. From the creation of humanity, to the creation of the church, God expects the multiplication of our gifts, talents and fruits. Exponential growth requires a clear mission and mindful staff that will work towards touching the lives of others in a genuine and meaningful fashion — that moves people to greatness.

Discussion Points

1. Discuss and explain the importance of love in reaching others.

2. Explain the importance of core values and mission statements in improving a church's/ business's approach to guest services.

THE APPROACH

This manual will provide you with a practical, three step approach to improve guest services and achieve growth within your church. Many of these steps can also be applied to organizations looking to achieve the same goals. Although there can be several front-end departments in a church, they all represent a part of a unified system consisting of a single wheel geared towards a definite end — growth achieved through quality guest services.

To understand how these ministries function, imagine the wheel of a bicycle symbolizes guest services and the six ministries are the spokes that allow the bike's wheel to function properly. As you continue to read, you will discover each of the six front-end ministries fall into one or more of the following three categories.

1. The Science of Serving

The science of serving requires capable, agile and flexible personnel who can skillfully execute the stated and intended vision of their position. Service excellence stems from one's character and gifting. It also requires knowledge of the job description and ability to anticipate and mitigate problems before they arise. This makes the person acutely discerning and sensitive to needs and potential problems. Smart leaders will place people in positions that align with their strengths in order to maximize purpose and returns.

The secret to the success of any organization is the effectiveness of their guest services. Individuals who can satisfy guests, members or potential clients and forge long-term relationships are one of the greatest assets to an employer or organization. Quality initial impressions can form rewarding relationships.

Excellent service personnel know not to treat anyone as ordinary; every encounter is to leave a positive and memorable impression.

Skilled and profitable service personnel never make assumptions; they are observant, purposeful and engaging without being overbearing. Their character is a representation of their leadership or organization's values. Within a church environment, they are the face of the pastor, members, and more importantly, the face of Christ. Therefore, you must always display your best attitude as you may be showing hospitality to angels without knowing it.

As a great host, your most valuable asset is not your product or bricks and mortar; it is service that demonstrates grace and humility. How well you preach or how good your product is matters; but, what matters most is your attitude and how you treat people. It makes you different and above all, it makes the difference.

The Scripture teaches that your actions and interactions are evidence of who you are and whose you are (2 Corinthians 3:2). By good guest services, you have the platform to not only share your...