Hospitality Ministry Guidebook Greeters - Ushers - Visitor Services Updated 11/08/12
Table of Contents Welcome! Page 3 Hospitality Ministry Information Worksheet Page 4 Contact List Page 5 Scheduling Page 6 Dress Code Page 6 Greeter Guidelines Page 7 Usher Guidelines Page 9 Emergencies Page 13 Head Usher Responsibilities Page 15 2
Welcome! Thank you for your willingness to serve the people of Highpoint Church! As you begin working in the hospitality ministries, you will readily notice that our church and our church body has many needs. From helping the elderly out of their cars and to their seats, sharing a kind word and handshake with a visitor, working to bring order and structure to a service or helping in an emergency, there are many valuable ways to serve in this ministry. These are high visibility positions and you will be acting as an ambassador. Many times you will be the first and only impression that people have of our church! Our goal is simple and direct: Make people feel welcome at our church! This guide will help to give you some direction as you work in this ministry. To get started we need to complete a few things: Fill out the Hospitality Ministry Information Worksheet. This gives us your contact information and an idea of where you would like to serve. Attend a short training and orientation class. At the class, we walk through this guide and show you the basics of how to work each position. Pray that the Lord prepares your heart to serve. This ministry is a wonderful way to touch the lives of people. Pray that your part in the ministry will be effective and fruitful. Finally and importantly, the Hospitality Ministry is a vital part of our church. We would love to have you join us but realize that we need your total commitment! Search your heart and be sure before you sign up. Please do not sign up for services if you cannot commit to be at those services. In Christ, Mike Miratsky Therefore, my dear brothers, stand firm. Let nothing move you. Always give yourselves fully to the work of the Lord, because you know that your labor in the Lord is not in vain. 1 Corinthians 15:58 3
Hospitality Ministry Information Worksheet NAME: ADDRESS: TELEPHONE: E-MAIL: Thank you for your commitment to serve! Please indicate your preferences by checking the boxes below. You must check at least one box in service opportunities and at least one box in frequency. GREETER USHER FRONT DOOR ANY AVAILABLE CAFÉ GREETER WELCOME DESK Check the service(s) when you are able to serve: Schedule me on any service where needed Sunday, 10:00 am Service (start time 9:40) Special/Seasonal Services (times vary) Check how often you are willing to serve: Weekly (every week except for vacations, etc) Place me on the schedule whenever needed Every first Sunday Every second Sunday Every third Sunday Every fourth Sunday Special/Seasonal Services Place me on the alternate list Therefore, my dear brothers, stand firm. Let nothing move you. Always give yourselves fully to the work of the Lord, because you know that your labor in the Lord is not in vain. 1 Corinthians 15:58 4
Contact List Here is a list of those involved with the coordination of the Hospitality Ministries. Contact your service coordinator if you are not able to make your scheduled service. If your coordinator is not available then contact someone else on the list. Please feel free to contact anyone on this list with questions or ideas to improve the ministry. Mike Miratsky Hospitality Ministries Coordinator (303) 810-9021 hospitality@highpointchurch.us Phil Nielsen Usher Coordinator (303) 363-8521 hospitality@highpointchurch.us John O Connor Greeter Coordinator (303) 217-1266 hospitality@highpointchurch.us 5
Hospitality Ministry Guidelines The following guidelines will structure your service in the Hospitality Ministry. Please read and familiarize yourself with the following pages: Scheduling Schedules will be prepared in advance. Each month s schedule will be posted and available for pick up at the information table. You can pick which services that you would like to serve at and the frequency of service. Dress Code Be at your assigned position 20 minutes before the start of each service. Stays until the end of your assigned time guests are coming in later & later. Contact your service coordinator as soon as possible to schedule vacations, changes or absences. Contact your service coordinator at least one (1) week before your scheduled service if you are going to be absent. Sharp dressed and neatly groomed ushers and greeters make a good impression on people entering the church for services. It communicates that we care about people and respect the Lord s House. Please follow these guidelines: The current dress code is business/weekend casual for Sunday mornings. Examples of appropriate dress would include: For men Slacks, khaki pants, or crisp jeans Open collared shirt or sweater for cold weather. In warmer weather a polo shirt may be worn as long as it is nicely pressed and in overall good appearance. A clean and polished pair of shoes. Athletic (tennis) shoes are not appropriate. During foul weather outside greeters should wear appropriate outer clothing including gloves and a clean appropriate jacket. Ski jackets, and other casual jackets are not considered appropriate clothing. For women Slacks, khaki pants, or crisp jeans Long skirts or dresses touching the top of the knee or below Button down shirts which do not show the midriff area, for warmer weather a polo shirt may be worn as long as it is free from logos, neatly pressed and in overall good condition. Clean, appropriate shoes; athletic (tennis) shoes are not appropriate. During foul weather outside greeters should wear appropriate outer clothing including gloves and a clean appropriate jacket. Ski jackets and other casual jackets are not appropriate for wear. 6
Guidelines to Church Greeting Welcome! One simple word that says so much! The position of church greeter is one of the simplest yet most important positions in the church. First impression is everything. Our goal is to share a kind word, open a door, offer a handshake or just lend a helping hand to people as they enter the church. These simple acts of kindness say a lot about our church and the people inside: It shows that we care about people! It tells people that the church is there to meet their needs. It communicates that we are willing to serve. It shares the grace and love of Jesus! 1 Peter 4:9-11 says: Offer hospitality to one another without grumbling. Each one should use whatever gift he has received to serve others, faithfully administering God s grace in its various forms. If anyone speaks, he should do it as one speaking the very words of God. If anyone serves, he should do it with the strength that God provides. Working as church greeter can be a fun but sometimes demanding position. Here are some guidelines to follow as you work your service: 1) GETTING STARTED Upon arrival, please check in at the foyer to get your nametag, door assignment and any other materials. Please be at your assigned station 20 minutes before the service begins. If you are not on time, the station may be assigned to another greeter. Hand out any assigned materials and promote assigned special events of the church. Materials can be found at the information desk in the foyer. Wear clothes that make our members and visitors feel comfortable. Appropriately attired, neatly groomed greeters will reflect well on our entire congregation. Remember to wear appropriate clothing or coat if you are serving outside the building. 2) GREETING SMILE! A bright smile communicates more than what you say in words. Welcome everyone. Remember you are involved in an important work. You cannot get stuck with one person or conversation for an extended period of time, especially if there are others to be greeted. Keep people moving toward the ushers to be seated in the auditorium. Extend a hand for a handshake or you may give a hug if the person initiates that type of contact. Please do not extend a hug or handshake if the person is not willing or showing interest. This can make people, especially visitors, very uncomfortable. Please be sensitive to our guests and members. 7
3) FRONT DOOR & CURB-SIDE GREETERS Greeters are assigned to welcome people and open the front doors for them. This is done as a courtesy and to make people that attend the church feel special and valued. Curb side greeters open car doors and assist people out that are being dropped off at the front of the church. Open the car door and extend a hand to the person that is getting out. Some people will be comfortable grabbing your hand for support and some will not, so don t be offended. After they are clear of the vehicle, close the car door. These positions are very important in inclement weather conditions. We need to be out there so that no one falls or gets hurt. Umbrellas, brooms and snow shovels can be found in the storage room. 4) VISITOR ASSISTANCE Keep a sharp eye out for visitors to the church. As a greeter, your main job is to make visitors feel welcome. Visitors will be looking to gather as much information as possible to make their decision about or church. Point guests that are looking for more information about Highpoint church to the welcome desk located in the foyer. The desk is stocked with extra Highpoint flash drives, Beginning the Journey Bibles and much more. Help visitors with directions to the sanctuary, child care, etc. Walk visitors to where they need to go. Visitors take priority over standing at your post. Making people feel welcome and helping them feel connected is a priority at Highpoint. Whenever possible, introduce the visitors to church members. 5) FINISHING THE SERVICE It is important to stay at your station until the end of your assigned time. Many people and especially visitors will arrive late and need directions or help finding rooms, child-care, seating, etc. If you leave early, you may miss that one person that needs your personal welcome and expression of God s love in their lives. At the end of the service, try to find any visitors that you greeted at the beginning and thank them for coming to the service. If you cannot make your assigned service, please contact your greeter coordinator or the hospitality ministries director. We ask that you contact us a week in advance if you will be absent. If you have a last minute conflict, please contact us the day before the service if possible. 8
Guidelines to Church Ushering The church ushering ministry allows people to get involved in all the details and intricacies of putting together a church service. Ushers serve a vital role in insuring that the services run smoothly and that the needs of the congregation are met. There are many procedures but the message sent is clear: The services are important and orderly. It tells people that the church is there to meet their needs. It shows that we are steadfast and committed. It communicates that we are willing to serve. It shows that we care about the people of the church! 1 Corinthians 15:58 says: Therefore, my dear brothers, stand firm. Let nothing move you. Always give yourselves fully to the work of the Lord, because you know that your labor in the Lord is not in vain. Here are some guidelines to follow as you work your service as an usher: 1) GETTING STARTED Upon arrival, please check in at the foyer to get your nametag, aisle assignment and any other materials. Please be at your assigned station 20 minutes before the service begins. If you are not on time, the station may be assigned to another usher. Most of the supplies that you will need are located in the usher work station at the back row of your assigned section. Make sure your materials are stocked and insure that you know what handouts are available. SMILE! A bright smile communicates more than what you say in words. Welcome everyone. In a nice way, keep people moving to their seats. The congregation needs to be seated and settled for the service to start. Food and drink are acceptable in the sancturary. Get to know the people in your section. Many have specific needs that you can help with during each service, each week. Be dependable. Let the usher coordinator or head usher know if you cannot make a scheduled service. Wear clothes that make our guests feel comfortable. Appropriately attired, neatly groomed ushers will reflect well on our entire congregation. 9
2) SEATING PEOPLE Watch for people needing extra assistance such as people with small children, elderly, wheel chairs, etc. Make people feel comfortable and allow our guests to sit where they would like. Make periodic checks of your section to determine if there are any empty seats available. As your section fills, guide people to any remaining available seats. If a person indicates he will be leaving the service early, seat him on the aisle near the rear of the sanctuary close to an exit. The usher coordinator and head usher will be responsible for traffic control in the halls and lobby once the service has started. Latecomers should be seated toward the back of the sanctuary. Try to avoid being a distraction to the service. Wait until the appropriate break in activity to seat our guests. If an individual insists on being seated during one of these times, please direct them to a seat in the back or sides of the auditorium. 3) WELCOMING VISITORS When it is time for visitors to be recognized, ushers will be called forward by the speaker that is making the announcement. Walk to the front of your assigned row with Highpoint flash drives in hand. Pause at the front until the speaker is finished explaining the flash drive. Watch for the head usher s lead before walking slowly back up your row. Do not just turn and go since you may rush past visitors before they decide they want a Highpoint flash drive. Remember, the key phrase to start walking back is when the speaker asks the guests to raise their hands. Don t be in a hurry to get to the back, walk slowly and try to catch people s eyes. Scan the crowd for visitors with a raised hand. They may not raise it very high! Give each visitor a Highpoint flash drive. Where possible, shake hands and give the person a warm welcome. Upon completion of the service, you should again try to greet all visitors and find out if they have any questions you might assist in answering. 10
4) OFFERING Each usher will have two plates at the usher station. At the time for the offering, the speaker will call the ushers forward to the front of their row. Face the speaker who will lead in a prayer for the offering. When prayer is completed, pass the plate to alternating rows, moving from front to back. Work together with your partner. Teamwork is essential in this task, pay close attention to any visual cues being provided by your partner. The usher coordinator and head usher will collect the plates at the rear of the church. The offering will be escorted by one or two ushers, security personnel, and a deacon who will prepare the offering for the bank. Do not make change from the offering or take anything out of the offering plates. Do not place your hands in your pockets or in any other way give the impression that offering is being taken out of the plates. Giving is a confidential matter. Please avoid observing what others give at all times. It is always inappropriate to discuss what you have inadvertently seen with others in the church. Ushers will return to their station for the remainder of the service. 5) DURING THE SERVICE All ushers should remain near their positions after all seating is complete and be prepared to: -Assist with any emergencies -Handle disturbances -Prevent unwanted people from entering the sanctuary -Be aware of the Pastor s and pastoral staff needs -Seat those who may arrive very late Help the leadership on the platform by: -If they are singing sing -If they are clapping clap -If they are praising God praise God -In other words, be involved in what is happening in the service. If children become disruptive during a service, count to 20. Give every benefit to the parent of small children. If the parent is not preparing to leave, go offer assistance to the parent and encourage them to take their child to the nursery or appropriate class. Always: -Be gentle and friendly -Offer to help carry bags, etc. -Show interest in the child in the lobby -Explain about other child care facilities available. 11
6) COMMUNION Communion will usually be served on the first Sunday of each month. Ushers should be prepared to serve at their assigned row. Contact the usher coordinator if you are not able to serve communion. At the appropriate time, usually at the beginning of a scheduled song, the communion coordinator will tap you on the shoulder to go to the back to pick up your communion trays. Each usher will get one tray with the bread and one tray with the juice. Once handed out, take your trays and return to your assigned aisle. The speaker will call the ushers forward at the appropriate time to serve the elements. Serve from front to back being careful to work with your partner. Always serve the bread first to each row, followed by the juice. Take your time and be careful with the trays. Be patient as some have difficulty picking up the elements. Assist where ever possible. After everyone in your section is served, return your trays to the back table. Ushers will then be served by the communion coordinator and can return to their aisle to participate in the communion service. 7) POST SERVICE Visitors should again be greeted and assistance offered if necessary. General housekeeping should be completed at the end of each service. These duties include: -Walk each row, picking up trash and any handouts left behind. -Returning any leftover bulletins to the usher station. -Load the service set up trailer. -Collect any items left behind by service attendees and give them to the usher coordinator. Please make note of where the item was found. If you notice a maintenance issue, please advise the hospitality coordinator. If you cannot make your assigned service, please contact your usher coordinator or the hospitality ministries director. We ask that you contact us a week in advance if you will be absent. If you have a last minute conflict, please contact us the day before the service if possible. 12
Procedures for Emergencies As an usher or greeter, you are bound to run into an emergency situation during a church service. Regardless of the emergency you are being faced with, notify a service coordinator or the head usher as soon as possible/practical of the situation. The head usher will always have a cell phone or be able to quickly obtain one to notify appropriate authorities about the emergency at hand. NEVER, under any circumstances, should you offer to provide medical attention to any one unless you have specific training or qualifications which make you medically qualified to handle the situation. You may make the person comfortable and do your best to get them into a more private location if practical and moving them will not cause the person further harm. For minor medical situations, a first aid kit is stored in the storage room just outside the sanctuary and may be used to handle these minor situations. 1) HEART ATTACK A heart attack usually results from the heart not getting enough oxygen for whatever reason. The person may complain of a squeezing type of chest pain, feeling of indigestion, nausea, sweating, weakness, light-headedness, numbness in the extremities, feeling of impending doom. Have the person lie down in a slight incline position with the head and shoulders supported by a coat or pillow. Calmly reassure the person. Loosen any restrictive clothing, only if ABSOLUTELY necessary and ONLY with permission of the person and with a witness present. Also let the person know what you are doing so they will not become alarmed. The person will be more understanding and cooperative if they know what is happening. 2) SEIZURES Seizures can be caused by a number of reasons including high fever, infections or injury to the brain, stroke or epilepsy. The main concern when a person is observed to be having a seizure is to immediately call 911 and, while waiting for help to arrive, try to prevent the person from harming themselves during convulsions and maintain an open airway until the person regains consciousness Gently place the person on the floor, clear the immediate area of any objects that could cause the person harm if he/she were to hit against them. If the person goes into convulsions, hold the arms and legs just enough to prevent self injury. Do not restrict movement entirely as you could cause further injury to the person and you may get injured in the process. Usually convulsions pass in one to five minutes, after they have passed, the person may be very tired or confused. Position the person comfortably on their side in case they vomit or salivate until help arrives. Do your best to reassure them and stay with them until help can arrive. 13
3) HEAT EXHAUSTION The person may feel weak, faint, etc. Again, make the person comfortable by removing any restrictive clothing, and only if you have obtained permission to do so and only if there is a witness present. If they feel faint, do not give them anything to eat or drink. Have them lie down in a slight incline position. You may apply cool compresses to the back of the neck and forehead until help arrives. 4) DIABETICS A diabetic may sometimes take their insulin, but not eat enough for the meal. If they feel their blood sugar is low and did not bring any candy with them, they might need something with sugar to eat or drink. If the person is unconscious, or if the person feels dizzy, never give them food or drink. 5) MENTALLY UNBALANCED or DISRUPTIVE PERSONS The tenor of our times has created a climate where increasingly we may be exposed to mentally unbalanced persons. It is the responsibility of every usher and greeter to watch for unbalanced or disruptive persons, or actual threats to the leadership on the platform or any member of the congregation. In order to avert many disruptions and even in some instances, tragedy: -One usher per aisle should always remain at the rear of the sanctuary, sitting in the seats reserved for ushers. -Keep an eye on the congregation in front of you and be alert for unusual movement. -Observe facial expressions of strangers entering the building for any tell-tale signs of a violent or argumentative nature. If you see such persons, do not attempt to confront them, but notify the head usher and/or head greeter, pointing out these individuals. -If someone moves toward the stage, or any member of the leadership team when not invited, move with them and be prepared to prevent them from getting onto the stage. -Always watch the pastor/speaker for signals pointing out a disruptive or unbalanced person. 14
6) RESPONSIBILITIES OF THE HEAD USHER or HEAD GREETER When a medical emergency or any other disruptive event takes place: -Assess the situation and be prepared to take appropriate action if necessary. -After being notified of any emergency situation, it is the responsibility of the head usher or service coordinator to call authorities and explain the emergency. It is therefore imperative that they always have a cell phone or know where they can quickly get one. -Determine if the person can be moved safely without causing further harm. -Send someone to the parking lot to wait for authorities who can direct them to the location of the emergency or disruption. -Locate a doctor, nurse, or other qualified medical personnel if one is known to be in the building. -Locate security in the case of a disruptive or unstable person. Call 911 to alert the authorities. -Appoint someone to stay with the family and/or friends of the person. 15