Guest Experience Supervisor

Guest Experience Supervisor (Hospitality)

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

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:
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 One Serve 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…