// HOST TEAM MANUAL //

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Egbert Park
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1 // HOST TEAM MANUAL // Last update: Friday 04 May 2012 HOST TEAM VISION 01 QUICK REFERENCE 02 HOST TEAM LEADER 03/04 GREETING TEAM 05 USHER TEAM 06/07 COFFEE & TEA SERVER 08/09 COFFEE SHOP RUNNER 10 GUEST AREA HOST 11 MOTHERS ROOM HOST 12 KIDS TABLE HOST 13

2 MISSION // To assist people in becoming fully devoted followers of Christ. 01 HOST TEAM VISION // The Host Team is a group of volunteers who are responsible in helping create a comfortable environment during our Church services, so that our guests will be more open to God s word. The Host Team roles include Team Leaders, Greeters, Ushers, Coffee Shop servers & runners, Visitors Lounge hosts and others. Meeting with God is the most important thing anyone can ever do. Every person matters to us because every person matters to God. We can blow people away with technology, creativity and all the cool stuff at our church, but there is no replacement for the personal impact that you can make on other people. WHO ARE OUR GUESTS // Everyone who enters our church parking lot or our building is our guest. We need to view people as being guests, not visitors. HOST TEAM VISION

3 HOST TEAM LEADER // The Host Team Leader is passionate about building community among his team members. They need to: - Meet and pray with their team before they serve. - Check-in their team members and confirm their area assignments. - Visit areas, build relationships, and coach. This means they ll need to know everything about everything. - Make sure their team members have everything they need. 02 GREETING TEAM // Welcome every person who comes to our church. USHER TEAM // Welcome guests into the main auditorium by helping them find seats, making them feel at home. They also need to take up the collection. COFFEE & TEA SERVERS // Serve coffee & tea to our guests. COFFEE SHOP RUNNERS // Ensure our guests have sugar & milk available at all times. GUEST AREA HOSTS // Welcome and invite our first time guests to the Guest Area and join them for coffee and a slice of cake. MOTHERS ROOM // Ensure the Mothers Room is setup, clean and ready to receive moms & toddlers. This room is only to be used for mothers with children up to and including Grade RR. KIDS TABLE // This person serves juice and a snack to all children after their meeting. QUICK REFERENCE

4 A GREAT HOST TEAM LEADER // - Is passionate about building community among every team member. - Leads members of the Host Team to create a comfortable environment for guests. - Ensures all teams are carrying out their specific roles. 03 RESPONSIBILITIES // You need to: 1. Arrive by 7:30am. 2. OPEN THE LADIES AND GENTS TOILETS, and place 1 wooden crate of rolled up hand towels in each bathroom. The KEYS and the ROLLED UP TOWELS are stored in the TV cabinet. 3. Ensure you have all your NECESSARY PAPERWORK. I.e: A print out of the names of the people on your team, the information cards and your Host Team manual. This is available on Planning Center. 4. Setup your Host Team Check-In area. 5. After all Host Team members are checked in, have your TEAM TALK : Spend 10min confirming each persons area of responsibility and casting vision for the meeting. Remind your team why they do what they do and encourage them in excellence. 6. Dismiss your team and get ready to serve. 7. VISIT AREAS TO COACH the team members towards excellence in impacting others. 8. If for some reason A MEMBER ON YOUR TEAM DOESN T ARRIVE, find another responsible person on the day to take their place. 9. Before you attend the Church meeting, neaten up your Check-In area by removing all paperwork, folders and stationery from your table. 10. ATTEND THE CHURCH MEETING. 11. The Greeting Teams must stay in their position until the music has ended % of our attendees arrive late and we still want to make them feel welcome min before the end of the END OF THE MEETING, walk around the lounge & coffee bar area to make sure all the areas of responsibility are being covered by your Team and assist when and where necessary. HOST TEAM LEADER

5 13. ONCE MOST OF OUR GUESTS HAVE LEFT, remove the crates of hand towels from the Ladies and Gents toilets, and lock the rooms. Place the KEYS back in the TV cabinet and the two WOODEN CRATES on the coffee shop counter ANY OTHER DIRTY DISH OR HAND TOWELS AND TABLE CLOTHS are to be put into these two wooden crates and left on the coffee shop counter. 15. When you are satisfied that everything has been completed, i.e.: dishes washed, surfaces clean, toilets locked etc., you are free to leave, just close the front office door behind you. One of our staff members will arrange to lock up. VISION OF THE HOST TEAM // 1. The mission of the Host Team is to CREATE A COMFORTABLE ENVIRONMENT during our meetings. When people are comfortable, their hearts are open to the life changing truth of God s word. 2. People make up their minds what they think about our church before they even hear the music or the message. That is why THE HOST TEAM IS ABSOLUTELY VITAL TO THE LIFE OF OUR CHURCH. 3. It is so important to cast vision to the Host Team at each and every opportunity. We DO NOT WANT OUR TEAM TO LOSE SIGHT OF WHY we do what we do.. Keep the vision out in front. PRAYER // 1. This helps the Host Team DEVELOP CLOSE COMMUNITY WITH EACH OTHER. Ask the team if they have anything we can celebrate or pray for (be willing to share yourself) and pray as a team before you get ready to serve. HOST TEAM LEADER CONT.

6 A GREAT GREETING TEAM // - Welcomes every person who comes to our church. - Provides any information our guests may need. - Is stationed in specific areas. 05 RESPONSIBILITIES // 1. CHECK-IN at the Host Team Check-In at 7:45am / 45min before the meeting starts. 2. Join in for the TEAM TALK. 3. Once you have been informed of where you have been allocated, make your way over there and greet our guests as they arrive. 4. SMILE! 5. Be FAMILIAR with the entire building. Know the location of the Mothers Room, toilets, and other areas of interest to our guests. 6. Get to KNOW THE NAMES of the other people on the Host Team with you. 7. PERSONALLY ESCORT any guest who asks where something is located. Avoid pointing or giving directions. 8. JOIN THE CHURCH MEETING only once the music has finished. Why? Often 20-30% of our attendees are late and enter during the music. Every person is important to God and every person is important to us. 9. At the END OF THE MEETING, make your way to the lounge or coffee bar area to socialize with our guests. 10. Once most of our guests have left, you are also free to go. GREETING TEAM

7 A GREAT USHER TEAM // - Creates a friendly environment in the auditorium. - Helps our guests find seats. - Is attentive during the meeting to help with disturbances. - Receives the collection efficiently and effectively. 06 RESPONSIBILITIES // 1. CHECK-In at the Host Team Check-In at 7:45am / 45min before the meeting starts. Here you will be informed of where you will be positioned if you don t know beforehand. Aisles are numbered 1 to 4, 1 being the aisle furtherest from the main entrance and 4 the closest. If you re standing at the back of the hall facing the stage, aisle 1 is far left and aisle 4 far right. 2. Join in for the TEAM TALK. 3. Make sure ALL THE SEATS IN YOUR SECTION ARE NEAT and that there are no papers lying around. 4. STAND AT THE BACK OF THE HALL, in your section and look out for guests as they arrive. 5. GREET AND HELP SEAT our guests. Be AWARE OF PEOPLE ARRIVING DURING WORSHIP and be prepared to greet and seat them. The worst thing for a new guest is for them to arrive and wander around the back of the hall looking for a place to sit. 6. ONLY SIT DOWN when the Sermon has started. Allocate yourself a seat near the back of the hall. 7. CLOSE THE STACK DOOR once the children have been dismissed for Kidz Church. The Usher closest to this door can do this. OPEN THE STACK DOOR as soon as the meeting has ended. 8. Any PERSONAL ITEMS FOUND should be taken to Lost & Found. Currently this is a crate in the Elders office/reception area. 9. We try to make EVERY GUEST FEEL AS COMFORTABLE AS POSSIBLE and remove any barriers to their ability to focus on the truth of God s Word. How you relate to people as you seat them is very important be kind, personable, and smile. 10. TAKE UP THE COLLECTION: This is usually done at the end of worship/beginning of the announcements. When asked, send your offering bag around your section USHER TEAM

8 and then hand it to one of the Elders who will be waiting at the back of the hall. 11. Once most of our guests have left, CHECK-OUT with your Host Team Leaders. 07 USHER TEAM

9 A GREAT HOSPITALITY TEAM // - Contributes significantly to the culture and environment of our church. - Warmly welcomes every person in refreshment lounge and coffee bar. - Provides drinks for guests. - Maintains a clean serving area. 08 COFFEE & TEA SERVERS RESPONSIBILITIES // 1. CHECK-IN at the Host Team Check-In at 7:45am / 45min before the meeting starts. 2. Join in for the TEAM TALK. 3. The GROUND CAFÉ BAR is only used to serve cappuccinos and other drinks and eats that are on sale. 4. FREE COFFEE AND TEA is still available in our Coffee Lounge. 5. THE URN in the Coffee Lounge should already be filled, just switch it on to #6. If it s not, get a man to fill it for you. 6. Arrange that one of the Coffee & Tea Servers on the day FILLS 2 GLASSES WITH WATER and places them on the stage in the auditorium. This is for the preacher. 7. Ensure you have EVERYTHING YOU NEED TO SERVE TEA & COFFEE. Items such as: Coffee cups, coffee, tea, sugar, milk, rooibos, teapots, teaspoons, stirrer sticks and a dirt bin. 8. Only JOIN THE CHURCH MEETING once you are satisfied that all has been done. 9. 2MIN BEFORE THE MEETING ENDS, make your way to the Coffee Lounge and get prepared to serve our guests. You may need to TURN THE URN DOWN to # SERVE OUR GUESTS coffee and tea. 11. WHEN MOST OF OUR GUESTS HAVE LEFT, start cleaning up along with the Coffee Shop Runners; 1. Wash, dry and pack away all dishes, cups, spoons used. 2. Wipe down all surfaces and table tops. 3. Pack all coffee, tea, sugar, stirrer sticks, bins away in the storeroom. 4. Place all dirty wash towels, dish cloths and table cloths in one of the wooden crates on the coffee shop counter. COFFEE & TEA SERVER

10 12. Once most of our guests have left, CHECK-OUT with your Host Team Leaders. 09 COFFEE & TEA SERVER

11 A GREAT COFFEE SHOP RUNNER // - Contributes significantly to the culture and environment of our church. - Warmly welcomes every person in the refreshment lounge and coffee bar. 10 RESPONSIBILITIES // 1. CHECK-IN at the Host Team Check-In at 7:45am / 45min before the meeting starts. 2. Join in for the TEAM TALK. 3. WALK AROUND THE COFFEE LOUNGE AREA to ensure that milk jugs, sugar sticks, stirrer sticks and small wooden bins are placed on various table & counter tops. 4. WHEN YOU ARE SATISFIED that this has all been done, join in the Church meeting. 5. 2MIN BEFORE THE MEETING ENDS, grab a small damp dish towel from the wash-up area, TOP UP ALL THE MILK JUGS and get ready to serve. 6. SMILE! 7. Ensure milk, sugar and stirrer sticks are TOPPED UP AT ALL TIMES. We want to prevent our guests going from table to table looking for milk or sugar. 8. Ensure table and COUNTER TOP SURFACES ARE CLEAN at all times. 9. WHEN MOST OF OUR GUESTS GAVE LEFT: - Assist the Coffee Lounge Servers with washing up. - Pack all the sugar and stirrer sticks and bins away. - Wipe down all surfaces and pick up any litter/papers. 10. CHECK-OUT with your Host Team Leaders. COFFEE SHOP RUNNER

12 GREAT GUEST AREA HOSTS // - Creates a warm, friendly environment for our first time guests. - Provides any information our first time guests may need. 11 RESPONSIBILITIES // 1. CHECK-IN at the Host Team Check-In at 7:45am / 45min before the meeting starts. 2. Setup the Guest Area area with the following: 1. A milk jug 2. Sugar sticks 3. Stirrer sticks 4. Teaspoons 5. Small wooden bin 6. Information cards, month planners, visitors cards & pens 3. WHEN YOU ARE SATISFIED that this has all been done, join in the Church meeting. 4. 2MIN BEFORE THE MEETING ENDS, make your way to the GUEST AREA and get prepared to greet and serve our first time guests. 5. SERVE OUR GUESTS a cappuccino / drink of their choice and slice of cake from Ground Café. These are provided to our guests for free. Please place your ORDER THROUGH THE CASHIER tho so we can keep a record. 6. HAVE SOME INFORMATION & STATIONERY AVAILABLE in the form of Information and Visitors Cards and pens to hand to our first time guests. These can all be found at our Information Desk. 7. If your guests are willing, have them complete a VISITORS CARD and let them know to expect and or SMS from us. 8. Only once your guests have left, begin to CLEAN UP YOUR AREA. Hand any completed Visitors Cards to your Host Team Leaders. 9. Once most of our guests have left, CHECK-OUT with your Host Team Leaders. GUEST AREA HOST

13 GREAT MOTHERS ROOM HOST // - Creates a warm, friendly environment for our Mothers with toddlers. - Ensures the Mothers Room is neat and clean, and toys are readily available for the kiddies. 12 RESPONSIBILITIES // 1. CHECK-IN at the Host Team Check-In at 7:45am / 45min before the meeting starts. 2. Join in for the TEAM TALK. 3. Make sure the MOTHERS ROOM IS NEAT AND TIDY. 4. DOUBLE CHECK THE BATHROOM AND CHANGING AREA is neat and prepared for the moms. 5. SET OUT THE PLAY MATS and TOYS. 6. WHEN YOU ARE SATISFIED that this has all been done, CLOSE THE DOOR and join in the Church meeting. 7. At the end of the meeting, and only ONCE THIS ROOM IS CLEAR OF ANY MOTHERS OR TODDLERS, neaten this room up. 8. Pack the toys away in their respective boxes. 9. Close the door behind you. 10. Once most of our guests have left, CHECK-OUT with your Host Team Leaders. MOTHERS ROOM HOST

14 GREAT KIDS TABLE HOST // - Creates a warm, friendly & happy environment for our children. - Ensures that each child receives a cup of juice and a snack/treat if available. 13 RESPONSIBILITIES // 1. CHECK-IN at the Host Team Check-In at 7:45am / 45min before the meeting starts. 2. SETUP A TRESTLE TABLE, table cloth, juice jugs and plastic cups for the kids. This needs to be setup in the courtyard area where we have our pre-meeting prayer time. All these items can be found in the storeroom cabinets. 3. WHEN YOU ARE SATISFIED that this has all been done, join in the Church meeting. 4. 2MIN BEFORE THE METING ENDS, make your way to the Kidz Church table to get ready to serve. 5. When you are done with serving, PACK THE TRESTLE TABLE AWAY in the garage. Put the table cloth in the wooden crate on the Coffee Bar counter along with the other dirty hand and dish towels. 6. Hand your dirty plastic cups and juice jugs to the team washing up. Be prepared to assist them if necessary. 7. Once most of our guests have left, CHECK-OUT with your Host Team Leaders. KIDS TABLE HOST

GUEST SERVICES Volunteer Handbook

GUEST SERVICES Volunteer Handbook 703 South Greenville Avenue Allen, Texas 75002 972-727-2359 www.greenvilleoaks.org Guest Services Mission and Vision Our mission is to love God, love people and serve