Guest Experience Supervisor

GUEST EXPERIENCE SUPERVISOR (HOSPITALITY)

Sandals Church - Hunter Park Campus
Staff Role Description - Full-Time
Brief Description

The Guest Experience Supervisor at Sandals Church Hunter Park is a hospitality specialist who leads, trains, and inspires the volunteer Guest Services team to deliver an excellent, Christ-centered weekend experience that moves guests to want to connect. This role personally owns execution of the Relational Intake Framework at the front door and partners closely with the Connections Team to ensure guests move smoothly from "the Handshake" into "the Pathway."
VISION, MISSION, AND CONTEXT

• Vision: To be real with ourselves, God, and others.
• Mission: To love God, love people, and live on mission.
• Contextual Task: To reach the lost and raise up a spiritual family.

Reports To

• Campus Manager, Hunter Park Campus

Direct Reports

• Guest Experience Associate
• Parking Lead

Primary Objective

To build and lead a healthy, high-energy volunteer Guest Services team that delivers an excellent first impression every weekend, and to own the front-door intake process that connects guests to the right next step - information, exploration, or belonging.
Volunteer Team Leadership & Culture

• Recruit, train, cross-train, and develop healthy, high-energy volunteer teams across parking, greeters, ushers, café, and the info booth.
• Identify, develop, and empower team leads to provide leadership and support within each ministry area.
• Build relationships with volunteers through scheduling support, care, and meaningful growth opportunities.
• Foster a culture of excellence and hospitality that helps every guest feel welcomed and encouraged to take a next step.

Guest Experience & Relational Intake Framework

• Own the Guest Services onboarding process, including preparing welcome materials, gifts, and volunteer resources.
• Own execution of "the Handshake": train info booth volunteers to hold low-pressure, conversational intake using the three-tier framework and supporting tools (iPad terminals, cards, digital forms).
• Ensure accurate, low-pressure capture and routing of guest tier selections into the ChMS and to the Connections Team.
• Partner with the Connections Team to monitor front-door-to-back-door health metrics and flag retention concerns (for example, Tier 3 attrition).
• Manage campus resources that impact the weekend guest experience.
• Ensure all lobby and ministry spaces are prepared, welcoming, and guest-ready for every service.
• Perform fingerprinting services for prospective volunteers as a California Department of Justice (CA DOJ) certified fingerprint roller, ensuring compliance with all applicable state regulations, confidentiality requirements, and church screening procedures.

Weekend & Major Event Execution

• Schedule and communicate with volunteers and coordinate teams to prepare ministry spaces for weekend services.
• Co-own OneServe and Check-in strategy for major weekends (Easter, Christmas) with the Campus Manager, designing and executing the guest-facing welcome experience.
• Lead pre- and post-service huddles for the Guest Services team; report status and issues into the Campus Supervisor's campus-wide Sunday huddle.
• Coordinate team appreciation for Guest Services volunteers during major weekends.

Metrics, Systems & Continuous Improvement

• Monitor team, budgets and guest-experience metrics (CCB, Martus, Google Workspace) to evaluate effectiveness and drive healthy growth.
• Use data to continuously refine training, staffing, and the guest journey.

Cross-Team Collaboration

• Lead and develop the Guest Experience Associate.
• Supervise Café operations and campus events (weddings, funerals, other).
• Collaborate with the Connections Team, central teams, and other ministry leaders to plan and execute exceptional weekend services and special events.

Desired Qualifications & Experience

• Demonstrated leadership experience leading volunteers, teams, or employees.
• Strong interpersonal and communication skills with the ability to connect naturally with people from diverse backgrounds.
• Highly organized with the ability to prioritize multiple tasks in a fast-paced environment.
• Available to work weekends, holidays, and special church events.
• Proficient with Google Workspace and comfortable learning new technology and database systems.
• 2-5 years of leadership experience in hospitality, customer service, retail, restaurants, hotels, events, or a similarly guest-focused environment.
• Experience recruiting, training, coaching, and developing volunteer or employee teams.
• Demonstrated ability to build healthy team culture, motivate volunteers, and create high levels of engagement.
• Experience managing schedules, staffing plans, and volunteer or employee coverage.
• Experience coordinating large events or high-volume guest experiences.
• Strong attention to detail with a commitment to creating clean, welcoming, and organized environments.
• Comfortable having relational, low-pressure conversations that help people identify appropriate next steps.
• Demonstrated ability to identify process improvements and implement systems that increase consistency and excellence.
• Bilingual (English/Spanish) is a plus.

The ideal candidate is someone who:

• Naturally notices guests who may feel overlooked and takes initiative to engage them.
• Loves building teams more than simply filling volunteer positions.
• Leads with warmth, humility, and high expectations.
• Enjoys coaching others and celebrating their growth.
• Is energized by creating exceptional first impressions.
• Thinks strategically while paying attention to operational details.
• Can balance hospitality, leadership, and systems to create a seamless guest experience.
• Thrives in a collaborative, fast-paced ministry environment.

SPIRITUAL & CULTURAL EXPECTATIONS

• Committed follower of Jesus who aligns with the beliefs, mission, and values of Sandals Church.
• Maintains a growing relationship with Jesus Christ and a consistent devotional life.
• Models the Fruit of the Spirit (Galatians 5:22-23) in character and leadership.
• Protects the unity of the church and embodies humility, integrity, and authenticity.
• Fully embraces and represents the Sandals Church Culture Stack in leadership and personal conduct.
• Engaged in Discipleship.

2026 CAMPUS STRATEGIC PRIORITIES

This role is a direct lever on two of the three 2026 campus priorities: hospitality quality shapes whether new Saturday night guests return (Priority 1), and the Relational Intake Framework's Tier 2/3 hand-off is a literal front door into the discipleship pipeline (Priority 3).

• Priority 1: Build a new Saturday night service experience to reach the lost (Attendance Goal: 1,000).
• Priority 2: Raise up the NextGen (Kids/Students) to an attendance of 950.
• Priority 3: Become disciple-makers as a church staff (Goal: 110 active discipleship groups and 20% of congregation in a group-1,000 people).

Compensation

Pay Range: $24-$28 per hour
Rate determined by experience and our internal compensation structure.

*Sandals Church is both an equal opportunity employer and a faith-based religious organization. We conduct hiring without regard to race, ethnicity, national origin, citizenship, age, sex, marital status, membership in any labor organization, political ideology, or disability of an otherwise qualified individual. The status of Sandals Church as an equal opportunity employer does not prevent us from hiring staff based on their religious beliefs so that all employees share the same religious commitment, which is central to our mission.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.