General Summary
The Guest Services Specialist supports the Associate Pastor, Prayer & Guest Services in creating and implementing an unparallel first impression for all members and guests of Concord Church.
The Guest Services Specialist also assist in producing and executing an inclusive Guest Experience strategy to align with the culture and vision of Concord Church.
Supervisory Responsibilities
This role is an individual contributor and will not have direct reports.
Essential Functions
• Invite and cultivate the fun, God-honoring heart, and culture of Concord Church by influencing and engaging with all Volunteers.
• Execute all administrative duties pertaining to the all Guest services teams.
• Assist in conducting volunteer check-ins to ensure the vision, challenges and goals are clearly communicated and accomplished – execution of the mission.
• Assist in providing solutions and coaching to volunteers for issues that may arise during events in which the volunteer will serve.
• Assess the climate of the of the Guest Services volunteer team and its effectiveness and provide feedback and solutions.
• Support in fine-tuning roles and requirements for the Guest Services team and ensure training for each volunteer.
• Ensure the Guest Services Team have the resources and equipment needed to run Sunday Services and other events.
• Assist in planning and executing the annual volunteer appreciation event.
• Develop project plans, timelines, metrics, and deliverables for all projects assigned.
• Attend and successfully completes all training required by Concord Church.
• Perform other duties as assigned.
Skills Needed
• Member/Customer and Personal Service — High level of compassion and integrity. Courteously and professionally interact with family members – exhibiting sensitivity to situation and environment.
• Administration – Attention to detail and process oriented with the ability to follow instructions, whether it be in person, by telephone or text.
• Christ-honoring Character – Demonstrate character traits such as humility, gratitude, integrity, generosity, wholeness, and courage. Must be a good role model, displaying overall wisdom and maturity; has a stable, healthy personal life.
• Hospitality – Exude warmth, friendliness, and empathy; goes out of the way to make everyone they encounter feel like an extremely valued guest.
• Communicating with Supervisors, Peers, Volunteers or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Has exceptional communication skills, both written and verbal; able to articulate the vision and values of Concord Church, and handle conflicts that arise in a biblical manner.
• Establish and Maintain Interpersonal Relationships — Developing constructive and cooperative working relationships with others and maintaining them over time. Builds partnerships and working collaboratively with others to meet shared objectives.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Plan and Align - Planning and prioritizing work to meet commitments aligned with organizational goals.
• Instill Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Self-Starter – Self-motivated, with a love of learning and ability to dig in and figure things out on their own. Able to work independently with little supervision.
• Organized and Efficient – Loves to create a neat, organized, and well-equipped environment where volunteers have the necessary tools and can work without distracting clutter.
• Confidentiality – Ability to maintain confidentiality of private information shared by volunteers and volunteer leaders.
• Time Management – Planning and prioritizing work to meet all timelines and goals.
Education and Experience
• This position requires a minimum of a bachelor’s degree from an accredited college or university.
• A minimum of 3 years of experience with Customer Service or hospitality community
• Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.
• Strong customer service skills
Physical Requirements
• An employee in this position primarily works in a typical office or sanctuary environment, is generally sedentary, and uses computers, calculators, phones, and other office equipment to draft documents, communicate with church staff, and fulfill other position duties.
• An employee in this position is required to walk, hear, speak, and stand to conduct sermons and minister to the members (both at the main church and at remote locations). Work is conducted in a fast-paced, rapidly changing environment.
• The ability to manage stress, build professional and collaborative relationships, and reason through both complex church business situations and profound personal crises that members may experience is required.
• A flexible schedule is required since this position requires evening and weekend work due to scheduled events.
Travel Requirements
A valid Texas drivers’ license and acceptable motor vehicle record is required.
Concord Church Membership
This position is required to be a member of Concord Church. Employees in this position are expected to sincerely hold the same religious beliefs as expressed by Concord Church.
