Greeter Handbook
Greeting Team Vision To actively engage every person who comes into Northwood in a way that shows the love of Christ. We want to make a great first impression on guests as well as make our regular people feel like we care that they are here. Everyone should be greeted in a way that says, We are nice people and we are so glad you came. Frontline The head greeter works directly under the direction of the Frontline department head. Frontline consists of the greeting team, the parking team, the usher team, the connection point team, the child check- in team and service coordinator. All of Frontline must work together to make the best possible first impressions on every guest. Greeting team structure Greeters work in teams for each service or event. For typical services each team consists of three members: two entry greeters and one foyer greeter. For events other than weekend services, the Frontline department head will discuss the number of greeters needed with the head greeter. Greeting Team Responsibilities Greeting team responsibilities fall into five areas: preparation, greeting, direction, hospitality and security. Preparation Preparation starts before the morning of. Come well rested and having prayed for the people you will greet. Arrive 30 minutes ahead of time and check- in with your team leader. Wear your greeter badge. You should check in at the children s check- in counter for your greeter badge. Select a seat on the end of an isle for your personal belongings so that you will not disrupt the service getting in and out of position.
Look around the entryway and foyer for any safety hazards, trash, cleanliness, etc. Serve when scheduled. Please let your team leader know ahead of time when you have scheduling conflicts. Contact your team leader ASAP if you are going to need a replacement. Greeting From the parking lot to the sanctuary, we want to greet people in a way that says, We are nice people and we are so glad you came. Be in greeting position at least 20 minutes before service and remain in position until, at least, 10 minutes after service starts. Greet every person in accordance with the general greeting guideline found in this handbook. Keep traffic flowing through the entryway. Don t let it get it get clogged up with people talking. Be in position to greet people on their way out as soon as service ends. Stay in position until 15 minutes after service ends, or the team for the next service is in place. Know and follow the general greeting guidelines in this handbook. Direction Make sure signage is up, clearly marking restrooms and child check- in. Make sure your greeter badge is clearly visible. It identifies you as someone to ask for directions. Be ready to give tours of the facility when appropriate, especially for people with children. Direct new families with children to the check- in station.
Whenever possible walk someone to a destination rather than point. Be familiar with the ministries we provide at Northwood so that you may be able to answer general questions or know where to direct someone. Hospitality Treat people as honored guests. Always be on the lookout for guests who may need special assistance such as the elderly or physically impaired. Be ready to assist the parking team on days with inclement weather (i.e. holding doors open, helping with umbrellas, etc.). Treat everyone as important guests and regulars. Be conscious of showing equity. Let people know that we are glad they came when they are leaving. Look for people who may need assistance on their way out just as much as on their way in. Security You will be one of the first people to see who is coming in the door. Be alert for anything unusual. Alert the head usher or service coordinator if anything looks questionable or unsafe. Always be aware of your environment and look for any safety issues inside and outside the entryway. Make sure no children go out the door unattended. Greeting Team Positions
Head Greeter- The head greeter oversees the entire greeting department. Greeting team leaders work under the direction of the head greeter. The head greeter schedules and conducts orientation and training for the department. Team leaders should report any issues to the head greeter. Entry Greeter Entry greeters, as the name implies, are positioned at the main entry. They greet every person who comes through the door. For most services we will have two entry greeters. Foyer Greeter Foyer greeters stay back from the entry just far enough not to crowd the entry, but close enough to be able to assist quickly if needed. Foyer greeters take guests on tours of the building, give directions and assist the entry greeters when needed. Foyer greeters often have a vantage point to be aware of situations an entry greeter may not. This makes foyer greeter an ideal post for a team leader. For most services we will have one foyer greeter. General Greeter Guidelines Arrive 30 minutes before service and greet until at least 10 minutes after service has started. Wear your greeter badge. Smile! Be friendly and cheerful. Be well rested. For obvious reasons, have fresh breath. You may want to carry mints. Dress neat and modestly. Wash your hands before and after greeting. Be aware of new guests. They will need your services more than others. Keep your hands free to serve. Please do not have coffee or a drink in hand while greeting. Maintain a friendly posture. Don t lean against walls or doors.
Be a personal guide. Take guests to where they need to go rather than pointing. If there is a medical emergency notify the head greeter, Frontline director or head usher right away. Shaking hands with every person is not necessary. Offer a warm verbal greeting and a smile. If a handshake is offered, take it. Do not initiate hugs. If someone initiates a hug, give them a side hug. Be prepared to answer basic questions. If you don t know the answer to a question, say, That is a great question! I will find out for you by the end of service. Do not engage in extended conversations while greeting. Tell your friends you will talk to them after service. You are a representative of Northwood and of Christ. Be mindful of the things you say and how you say them.