First Impressions Playbook

1. Vision & Philosophy

The First Impressions Ministry exists to create an atmosphere where every guest feels expected, welcomed, and honored. We believe hospitality is a spiritual gift and an act of worship.

2. Teams & Roles

Greeters

• Stationed at entrances and lobbies
• Smile, open doors, offer warm greetings
• Identify and engage new guests

Ushers

• Help guests find seating
• Assist with service flow (offering, communion, special needs)
• Monitor auditorium for needs or disruptions

Coffee Team

• Brew and restock coffee during services
• Keep the area clean and welcoming
• Be ready to serve with joy and intentionality

Welcome Desk

• Provide information and answer questions
• Help guests with digital check-in or finding ministries
• Coordinate with Connections for guest follow-up

Guerrilla Greeters

• Float in lobby and auditorium
• Engage guests who appear new, lost, or alone
• Build connections naturally—then hand off to Connections team

Parking Team (Coming Soon)

• Direct traffic flow safely and efficiently
• Welcome guests at their first point of contact
• Provide umbrellas or assistance when needed

3. Expectations

• Arrive 30 minutes before your scheduled service
• Wear appropriate attire and a name badge
• Check in on Planning Center
• Be proactive—don’t wait to be told what to do
• Stay positive and present for the full shift

4. Guest Experience Standards

• Every guest should be greeted multiple times between the parking lot and auditorium
• If a guest seems confused, walk with them—not just point
• Pay attention to body language and look for signs of need or discomfort
• Follow up any incident, concern, or significant win with your team lead

5. Communication & Scheduling

• All scheduling is managed through Planning Center Services
• Block out dates in advance and respond to scheduling requests promptly
• Use Slack or email for team communication and updates
• Talk to your team lead or Director if you need to swap or cancel

6. Leadership Pathway

• Volunteers → Team Leads → Director of First Impressions
• Team Leads help train, encourage, and oversee weekly team operations
• The Director recruits, equips, and cares for all teams and leaders

7. Emergencies & Escalations

• Safety concerns: notify a Safety Team member or staff immediately
• Medical issues: alert a Safety Team member and call 911 if needed
• Facility issues: notify Facilities Team or a Sunday staff contact
• Any guest complaint: report to Director and Connections Lead

8. Culture Reminders

• Take it personal: every guest matters
• Make it fun: laughter and warmth are contagious
• Lead like Christ: serve humbly and joyfully