Position: Guest Experience Manager
Reports To: Executive Director of Operations
Status: Full-Time (40 hours/week)Classification: Exempt
Position Summary
The Guest Experience Manager is responsible for creating and leading an exceptional culture of hospitality and first impressions at Pleasant Valley Baptist Church. This individual will oversee guest-facing ministries, ensuring every person who visits PV feels welcomed, valued, connected, and encouraged to take their next step in their spiritual journey.
The Guest Experience Manager provides strategic leadership, direction, and support to volunteer leaders and ministry partners serving in Guest Engagement ministries. This role develops systems, processes, and teams that create consistent, high-quality guest experiences.
The ideal candidate demonstrates a vibrant relationship with Christ, exceptional leadership abilities, strong organizational skills, and a passion for serving people. This position requires a highly relational leader who can build, equip, and inspire volunteer teams while advancing the mission and vision of Pleasant Valley Baptist Church.
This position requires PV Membership.
Essential Responsibilities1. Lead the Church's Hospitality and First Impressions Strategy
- Develop and implement a comprehensive hospitality strategy that creates exceptional guest experiences from the parking lot to the worship center and beyond.
- Evaluate and collaborate to continually improve all guest touchpoints, ensuring a welcoming and engaging environment.
- Champion a culture of hospitality among staff, volunteers, and ministry leaders.
- Establish measurable goals and benchmarks for guest engagement, retention, and assimilation.
- Work collaboratively with staff and ministry leaders to ensure consistent hospitality standards throughout the church.
2. Manage Guest Engagement Ministries
- Provide leadership and oversight for all guest-facing ministries
- Recruiting, training, coaching, and developing volunteer leaders.
- Utilize scheduling systems and ensuring adequate volunteer coverage.
- Supporting ministry leaders in accomplishing ministry objectives.
- Maintaining clear communication with teams.
- Addressing operational needs and opportunities promptly.
- Ensuring volunteers are equipped with the resources needed for success.
3. Lead Volunteer Recruitment, Training, and Development
- Develop a year-round strategy for recruiting volunteers into guest engagement ministries.
- Create and facilitate onboarding processes for new ministry partners.
- Design and lead training events that strengthen hospitality skills and ministry effectiveness.
- Identify, mentor, and develop future volunteer leaders.
- Conduct regular team meetings and leadership development opportunities.
- Foster an environment of encouragement, appreciation, and spiritual growth.
4. Manage Hospitality Operations
- Oversee operational aspects of Guest Engagement ministries and hospitality environments.
- Ensure all ministry spaces and hospitality stations are appropriately stocked and prepared.
- Coordinate café operations, supplies, and ordering processes in partnership with volunteer leaders.
- Manage departmental budgets and maintain appropriate accounting procedures.
- Ensure ministry teams comply with church safety and emergency preparedness procedures.
- Coordinate periodic training related to safety, emergency response, and guest care.
5. Serve as an Active Weekend Ministry Leader
- Lead and provide visible support during weekend services and major church events.
- Troubleshoot guest-related concerns and operational challenges.
- Assist volunteers and ministry leaders in creating a seamless guest experience.
- Ensure all guest-facing environments reflect excellence, warmth, and intentionality.
Qualifications & SkillsSpiritual Qualifications
- Demonstrates a growing and vibrant relationship with Jesus Christ.
- Supports and champions the mission, vision, values, and leadership of Pleasant Valley Baptist Church.
- Maintains a Christ-like attitude and demeanor in all interactions.
Leadership Qualifications
- Proven ability to lead, motivate, and develop teams.
- Strong interpersonal and relational skills.
- Effective communicator both verbally and in writing.
- Ability to manage multiple projects while maintaining attention to detail.
- Strong organizational and administrative abilities.
- Solution-oriented with excellent problem-solving skills.
- Self-motivated and able to work independently.
- Skilled at delegation and volunteer empowerment.
Technical Qualifications
- Proficiency in Microsoft Office Suite, and church management software/databases.
- Ability to analyze data, track ministry metrics, and generate reports.
- Experience managing budgets and ministry resources.
Education & ExperienceRequired
- High school diploma or equivalent.
- Minimum of three years of leadership, hospitality, customer service, volunteer management, ministry leadership, or related experience.
- Demonstrated experience leading teams and managing multiple priorities.
Preferred
- Bachelor's degree in ministry, leadership, business, communications, hospitality management, or a related field.
- Experience in church guest services, hospitality, volunteer management, or ministry leadership.
- Experience developing and implementing strategic initiatives.
This position has been designated as ministerial and is therefore exempt from federal and state employment laws, including laws regarding wages, hours, and overtime pay.