Director of Guest Services

Asbury Church•Madison, AL

4h•Onsite

About The Position

The Director of Guest Services leads Asbury's hospitality ministry, developing teams and creating environments where people feel genuinely welcomed and at home. This role provides leadership, vision, training, and organization for a broad team of staff and volunteers who serve through greeting, ushering, the welcome desk, golf cart transportation, coffee service, guest follow-up, and other hospitality ministries. The Director will cultivate a thriving culture of contagious hospitality, helping guests and new members move from simply attending Asbury to becoming connected to the life of the church and opportunities for discipleship. The position also oversees the guest follow-up process, ensuring those who visit Asbury receive meaningful, timely communication that shows how much we care. The ideal candidate is a warm, highly relational, administratively strong, organized, and visionary leader passionate about helping people feel welcomed and connected to the church. Every interaction matters. From the parking lot to the worship service, from a first-time guest to a new member looking for a place to belong, Guest Services helps communicate a simple but powerful message: You are welcome here.

Requirements

Bachelor’s degree preferred in hospitality, ministry, communications, business, or a related field; equivalent experience may be considered.
3–5 years of experience in hospitality, guest services, ministry, volunteer leadership, or a related field.
Experience leading and developing volunteers and creating a welcoming environment is highly preferred.
Strong relational and interpersonal skills, with the ability to make people feel welcomed, valued, and cared for.
Excellent verbal and written communication skills, including the ability to communicate clearly with staff, volunteers, and guests.
Leadership and team-building skills, with the ability to recruit, train, encourage, and develop volunteers.
Hospitality-minded, with a genuine desire to create a positive and welcoming experience for everyone who enters the church.
Strong organizational and administrative skills, with the ability to manage multiple responsibilities, schedules, events, and ministry needs.
Ability to lead through established systems and processes while identifying opportunities to improve the guest experience.
Strong problem-solving and decision-making skills, especially in fast-paced or unexpected situations.
Ability to anticipate needs and proactively address potential challenges before they become problems.
Attention to detail while maintaining awareness of the larger ministry experience.
Ability to work collaboratively with pastors, directors, ministry leaders, and other staff teams.
Ability to remain calm, flexible, and positive in high-pressure or changing circumstances.
Strong conflict-resolution and people-management skills.
Ability to handle sensitive or confidential information with discretion and maturity.
Comfortable using technology and church management systems to communicate, organize, and support ministry operations.
Ability to represent Asbury Church with warmth, professionalism, and enthusiasm.

Nice To Haves

Experience leading and developing volunteers and creating a welcoming environment is highly preferred.

Responsibilities

Champion a culture of hospitality throughout Asbury Church, helping staff and volunteers understand that every interaction is an opportunity to demonstrate the love of Christ and help people take their next step toward connection and discipleship.
Oversee and continually strengthen Asbury’s comprehensive guest experience strategy that helps guests feel welcomed, valued, and connected from their first interaction.
Regularly evaluate the guest experience from arrival through departure and identify opportunities for improvement.
Ensure signage, information, hospitality stations, common spaces, and other guest-facing elements are clear, welcoming, and well-maintained.
Gather and evaluate guest feedback and use it to improve Guest Services.
Collaborate with the Lead Pastor to implement quarterly Life @ Asbury lunches as the next step in the new member connection process.
Recruit, train, schedule, encourage, and retain Guest Services volunteers.
Maintain a clear volunteer onboarding and training process for all Guest Services teams.
Develop team leaders who can effectively lead individual Guest Services areas.
Create opportunities to celebrate, recognize, and care for Guest Services volunteers.
Maintain appropriate volunteer staffing levels for Sunday services and special events.
Develop strategies for helping first-time guests move from guest → connected participant → engaged member of the Asbury community.
Work closely with Life Groups, Discipleship, Kids, Student Ministry, and other ministry areas to create effective pathways for connection.
Monitor guest and new-member follow-up to ensure timely and meaningful communication.
Regularly evaluate assimilation processes and recommend improvements.
Provide visible leadership and presence on Sunday mornings.
Conduct regular Sunday morning walk-throughs to identify and address guest experience issues.
Ensure Guest Services teams are appropriately staffed, prepared, and positioned before services begin.
Respond to unexpected guest needs or hospitality challenges calmly, relationally, and in a solutions-oriented way.
Partner with the Pastor of Operations and the Safety Team to ensure Guest Services volunteers understand appropriate safety, emergency, and response procedures.
Ensure Guest Services teams know how to appropriately respond to medical emergencies, weather events, lost children, disruptive situations, and other unexpected circumstances.
Develop and manage the Guest Services annual budget.
Maintain appropriate systems for volunteer scheduling, communication, training, and follow-up.
Track and evaluate Guest Services metrics, including volunteer engagement, guest follow-up, new-member participation, and assimilation outcomes.