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Welcome to the Guest Experience Ministry Leadership Team!

We are grateful that you have chosen to use your gift of servant leadership

to serve the men and women who make up the Guest Experience Ministry

Family. With your partnership, we believe that we can overwhelmingly achieve

our vision of creating an environment that Prepares Hearts For Worship. To

this end, we are counting on you as co-stewards of this ministry to help us

“create an atmosphere for volunteers to connect in relationships, grow

spiritually; and faithfully serve God, our members and guests for a

lifetime.”

In keeping with our church vision, which is “To see people saved, healed,

set free, discipled, equipped, empowered and serving,” we have developed

this training program with you in mind. In this binder, you will find key documents

ranging from role descriptions to the Guest Experience Ministry Handbook. We

have provided a table of contents for your convenience. As you serve the

people, I ask that you remember that Jesus told us in the 20th chapter of

Matthew, “Whoever wants to be a leader among you must be your servant.”

Thanks for being a willing vessel in the service of our Lord.

Thanks for your partnership in Ministry! Respectfully, Guest Experience Ministry Team

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Table of Contents

Jethro’s Model .................................................................................................. 3

Gateway’s Pillars of Volunteer Values ............................................................ 4

Captain Function .............................................................................................. 6

Zone Deacon Function ..................................................................................... 8

Lead Deacon Function ....................................................................................10

Ministry Lead Deacon Team Ministry Function .............................................12

Senior Deacon Team Ministry Function .........................................................14

Guest Experience Ministry (GXP) Training Handbook |SLK Campus ..........15

Our Team Structure .........................................................................................16

3 | 2 | 1 | ZONE Concept ..................................................................................17

Benefits of Volunteering at Gateway ..............................................................18

Dress Code and Personal Hygiene.................................................................18

Five O’s Training Process...............................................................................19

Team Requirements ........................................................................................20

Equipment .......................................................................................................21

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Jethro’s Model

1. Jethro’s Model of Leadership

• Gaining

• Training

• Retaining 2. How to bring the model to life (Exodus 18)

• Gaining – Recruit based on vision NOT need. o Ex 18:17-18

▪ 17 “Moses’ father-in-law said to him, the thing that you are doing is not good.”

▪ 18 “You will surely wear out both yourself and this people with you, for the thing is too heavy for you; you are not able to perform it all by yourself.”

• Training – Empower leaders based on their capacity; give clean instruction, direction, and defined lines of authority.

o Ex 18: 19-21 ▪ 19 “Listen now to [me]; I will counsel you, and God will be with you.

You shall represent the people before God, bringing their cases and causes to Him,”

▪ 20 “Teaching them the decrees and laws, showing them the way they must walk and the work they must do.”

▪ 21 “Moreover, you shall choose able men from all the people- God fearing men of truth who hate unjust gain- and place them over thousands, hundreds, fifties, and tens, to be their rulers.

• Retaining – Peace and Sustainability o Ex 18: 22-23

▪ 22 “And let them judge the people at all times; every great matter they shall bring to you, but every small matter they shall judge. So it will be easier for you, and they will bear the burden with you.

▪ 23 “If you will do this, and God so commands you, you will be able to endure [the strain], and all these people also will go to their [tents] in peace.

3. Why is this leadership model important?

▪ The more we can empower volunteers to serve according to their God given design, the stronger our churches become.

o Learn how to build and lead effective volunteer teams. ▪ Knowing how to lead volunteers adds effectiveness. ▪ Knowing how to lead leaders multiplies effectiveness.

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Gateway’s Pillars of Volunteer Values

1. We Value People -We treat people in a way that reflects their God given value. It is not

based on the value they add to us.

2. People Before Tasks – We value the healthy development of individuals above the completion of task.

3. Grace Culture - We work in a grace culture that makes the most of mistakes—always believing the best and taking every opportunity to capitalize on teachable moments.

4. Right-Fitting – We desire to connect people to the right opportunity. Right-fitting is the intersection of a ministry need, the volunteer’s gifts, and health, both team health and volunteer health

5. Balanced Pace of Life - We help volunteers understand that time commitment hinges on seasons of life and encourage them to serve at a sustainable, healthy pace

6. Hands-In Delegation - We embrace the risk and accept the responsibility of delegation—not hands-on, not hands-off, but hands-in.

7. Long Term Health - We base decisions on creating long-term health, not just fixing short-term problems.

8. Proactive Pulse-Taking - We take a proactive approach to care for volunteers by assessing their fit, fulfillment, and fruitfulness.

9. Expansive Leadership - We promote a culture of expansive leadership where leaders are trained, empowered, and released to lead at every volunteer level.

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CAPTAIN

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Captain Function

3 Tracks of Leadership Focus: Spiritual Discipleship = Purple | Relational = Red

Servant Leadership = Blue

Spiritual Discipleship Track

• Maintain unity by representing the philosophy of ministry, service, and theology of Gateway Church.

• Relationally connect with and disciple volunteers assigned to the team, nurturing and encouraging their spiritual growth and development. Essentially, Captains serve as group leaders for their teams.

• Identify and train future Captains.

• Facilitate leadership development of assigned team members,

• Five O’s = Onboarding, Orientation, Online Resources, On-The-Job Training, Ongoing Training

• 9 Pillars of Volunteer Values Relational Track

• Actively communicate with assigned team members and GXP leadership.

• Assure that all team members have received and understand all pertinent information, i.e., special announcements, changes in procedures, details about new weekend information, etc.

• Ex: Service reminders, team changes, and prayer requests / praise reports.

• Provide a supportive atmosphere in which each team member is able to serve with excellence.

• Recruit and ensure training of new Guest Experience Volunteers. Servant Leadership Track

• Provide management and care for their assigned team members. • Work with Deacon Team and assigned team members to help maintain an atmosphere of

excellence in which hearts are effectively prepared for worship.

• Arrive at least 45 minutes before the service starts to check in with the Deacon Team (with the exception of Communion Teams).

• Take direction from and provide feedback to the Deacon Team.

• Assign team members to their workstations.

• Ensure assigned work area(s) and team members are properly set up and supplied to serve.

• During the weekend service, inform the Deacon Team of concerns, needs, and shortages.

• Look for any ministry inconsistencies and/or praise reports and communicate to the Deacon Team.

• Assist in developing policies and procedures for their assigned area of ministry.

• Train and inform team members of special instructions, as well as policy and procedure changes.

• Attend GXP Leadership Meetings, which include weekend debriefs with Deacon Team, as well as other training and development opportunities.

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Zone Deacon

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Zone Deacon Function

3 Tracks of Leadership Focus:

Spiritual Discipleship = Purple | Relational = Red

Servant Leadership = Blue

Spiritual Discipleship Track

• Identify and train future Captains and Volunteers.

• Ensure the Captains are properly training their teams.

• Facilitate leadership development of assigned Captains and Team Members,

• Five O’s = Onboarding, Orientation, Online Resources, On-The-Job Training, Ongoing Training.

• 9 Pillars of Volunteer Values

Relational Track

• Zone Deacons are essentially the group leaders for all GXP Ministry Captains assigned to their particular Zone.

• Liaison between their zone and GXP.

• Recruit, train, and advise Captains and volunteers.

• Host meetings and training workshops as needed.

Servant Leadership

• Lead Captains and Volunteers within your Guest Experience Ministry Zone for weekend services and or special events.

• Encourage team participation in the pre-service volunteer huddle. • Ensure ministry zone area is ready for service.

• Work with GXP Leadership to establish policies and procedures within their area of ministry.

• Look for any ministry inconsistencies and report them to the Lead Deacon for discussion and adjustments.

• Attend GXP Leadership meetings as well as other training and development opportunities.

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Lead Deacon

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Lead Deacon Function

3 Tracks of Leadership Focus:

Spiritual Discipleship = Purple | Relational = Red

Servant Leadership = Blue

Spiritual Discipleship Track

• Lead the pre-service volunteer huddle. • Pray regularly for Gateway Church and Gateway Leadership, and for everyone on the team.

• Ensure the pastoral care of their team members (Deacons, Ministry Captains and Ministry Team Members) by being actively involved in relationship.

• Identify and train future Deacons, Captains and Volunteers.

• Ensure the Captains are properly training their teams.

• Facilitate leadership development of assigned Captains and Team Members,

• Five O’s = Onboarding, Orientation, Online Resources, On-The-Job Training, Ongoing Training

• 9 Pillars of Volunteer Values

Relational Track

• Serves as the group leader for all GXP Ministry Captains assigned to their particular weekend service or event.

• Provide a supportive atmosphere in which each team member is able to serve with excellence.

• Recruit and ensure training of new Guest Experience Volunteers.

Servant Leadership

• Oversee the GXP Ministry function of the weekend service and/or specialized event.

• Provide Leadership, care and day to day management for Deacons, Captains and Volunteers assigned to your weekend service and/or specialized event.

• Share and delegate the leadership responsibilities with Deacons and Captains.

• Administer attendance and offering counts for weekend services and special events. • Lead communion preparation and distribution teams at weekend services. • Active participation in Water Baptism. • On occasion Deacons can be called upon for assisting with duties such as Altar Ministry and

Baby Dedication.

• Maintain unity by representing the philosophy of ministry, service and theology of Gateway Church.

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Ministry Lead

Deacon

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Ministry Lead Deacon Team Ministry Function

3 Tracks of Leadership Focus: Spiritual Discipleship = Purple | Relational = Red

Servant Leadership = Blue

Spiritual Discipleship Track • Contributes to the development of individuals serving within their area(s) of ministry by means

of establishing and refining policy, recruiting, training, advising, and hosting ministry team meetings as needed.

• Maintains unity by representing the philosophy of ministry, service and theology of Gateway Church.

• Facilitates leadership development of assigned team members: • Five O’s = Onboarding, Orientation, Online Resources, On-The-Job Training, Ongoing

Training

• 9 Pillars of Volunteer Values

Relational Track

• Serves as the liaison between their particular area of ministry and the GXP Leadership team through relational influence.

Servant Leadership • Serve as Subject Matter Expert (SME), focused on a singular ministry within the GXP Ministry

Function.

• Uses their high level of expertise and knowledge to equip the volunteers serving within their area of ministry.

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Senior Deacon

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Senior Deacon Team Ministry Function

3 Tracks of Leadership Focus: Spiritual Discipleship = Purple | Relational = Red

Servant Leadership = Blue

Spiritual Discipleship Track • Models leadership, carries out Gateway Church's vision, casts GXP vision, and facilitates strategies.

Relational Track

• Liaisons between all GXP Volunteer Teams and Gateway Church Staff.

Servant Leadership • Reports to the GXP Ministry Team and Campus Leadership.

• Serves as the Lay-Leader over the Entire GXP Team at their assigned campus. Assists with establishing vision, direction, policies, and procedures for the GXP Ministry function.

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Guest Experience Ministry (GXP) Training Handbook |SLK

Campus

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Welcome to the Guest Experience Ministry!

Guest Experience Ministry Vision To serve the needs of Gateway Church members and guests through creating an environment which facilitates their movement into the presence of God.

Guest Experience Ministry Mission To “Prepare Hearts for Worship.”

Our Team Structure

SLK

Gu

est

Ex

pe

rie

nc

e

YOU, Team Member

Team Captain

Deacon/Deaconess

GXP Pastor

Come ready to help us prepare hearts for worship.

Arrive 45 minutes before your assigned service begins.

EXCEPTIONS: Gateway Central, Communion,

and New Believer teams.

Record your attendance and check in with Team

Captain.

Dress code- business casual.

EXCEPTIONS: Parking Lot, Communion Prep,

and Supply Teams; in which case casual attire is

permitted.

Actively involved in team recruiting.

Team Member

Team Captain

Actively communicate with assigned team members and GXP leadership.

Ex: Service reminders, team changes, and prayer requests/praise reports.

Provide management and care for their assigned team members.

Work with Deacons and assigned team members to help maintain an atmosphere of excellence in

which hearts are effectively prepared for worship.

Facilitate leadership development of assigned team members (Five O’s).

Actively involved in team recruiting.

Deacon/Deaconess Lead GXP Ministry

Lead the Guest Experience volunteer teams for weekend services and special events. Lead the pre-service volunteer huddle. Ensure each zone is ready for service.

Recruit and Train

Recruit and train Team Captains. Encourage Captains to recruit volunteers. Ensure the Captains are properly training their teams (Five O’s).

Participate in Special Ministries and/or Tasks

Administer attendance counts for weekend services and special events. Lead communion preparation and distribution teams at weekend services. Active participation in Water Baptism. On occasion Deacons can be called upon for assisting with duties such as Altar Ministry and Baby

Dedication.

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Guest Experience (GXP) at a Glance

Zone 3

Zone 2

Zone 1

3 | 2 | 1 | ZONE Concept

Just as Gateway is “One church, multiple locations,” We are “One ministry with multiple areas of focus.”

The goal behind this Zone focus is to help us “Prepare Hearts For Worship” with excellence. We can begin to express that message by simply saying, “We’re glad you’re here!”

ZONE Definitions

Teams- GSU, V! Lounge Hosts, Supply Team, Guest Central, Welcome Center, and

Communion Teams

“Share with the Lord’s people who are in need. Practice hospitality.”

-Romans 12:13 (NIV)

Parking Guide

Cart Driver

Outdoor Greeter

Guest Host

Gateway Central

Serve Host

Supply Team

Indoor Greeter

Usher

Communion

ZONE 3 | Parking Lots: WELCOMING Guests Teams- Parking Lot Team and Outdoor Door Greeters

“Complete your outdoor work, and prepare your field; afterward, build your house.”

-Proverbs 24:27 (HCSB)

ZONE 2 | Common Areas: CONNECTING Guests Teams- Serve Lounge Hosts, Supply Team, New Believer, Gateway Central, and Communion Teams

“Share with the Lord’s people who are in need. Practice hospitality.”

-Romans 12:13 (NIV)

ZONE 1 | Auditorium: RECEIVING Guests Teams- Auditorium (Indoor) Greeters and Ushers

“So warmly welcome each other into the church, just as Christ has warmly welcomed you; then God will be glorified.”

-Romans 15:7 (LB)

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Benefits of Volunteering at Gateway

While we volunteer for the benefit of others, there are some additional benefits we receive.

• Access to the Volunteer Lounge and refreshments.

• 25% discount on all regular-priced merchandise at Passages (Gateway bookstore). o For sale items, you’ll get up to 25% off of retail or the sale price—whichever price is less to you. o You’ll need to wear your name badge to receive the discount.

• And most of all, God likes it when we give of ourselves generously for the good of others!

Dress Code and Personal Hygiene

The minimum dress requirement for volunteering at Gateway Church is “business casual.” Some ministries, because of their function, are exempt from this requirement (casual attire is allowed for the following: Parking Team, Supply Team, and Communion Prep Team).

Wear Your Name Badge! It makes you more approachable and identifies you to our members and

guests. You may request a name badge at the volunteer sign in binder. If you have not yet received your name badge, a “volunteer” badge is available. These badges can be picked up and returned each time you serve. Men

▪ Wear dress slacks or khakis and a collared shirt. If you are serving the outside doors or parking lot, please be prepared with the proper outerwear depending on the weather (example: jacket, raincoat, coat, etc.). Women

▪ Wear knee-length skirts, dresses, business casual slacks or a dress pantsuit with a conservative blouse or sweater. Comfortable shoes should be worn. Men and Women

▪ No jeans, short, t-shirts or tennis shoes please. ▪ No offensive, revealing, cut-off, torn, or worn-out clothing articles, please. ▪ No gum chewing; keep breath mints in your pocket. ▪ No eating or drinking beverages while at your post. ▪ Casual attire is allowed for the following: Parking Team, Supply Team, and Communion Prep Team.

Illness As a courtesy to our guests, children and team members, anyone who has a cold, is sick and/or thinks they are becoming sick, should not participate in serving until they fully recover. If it is at all possible, try to find a replacement and inform your Team Captain of your situation so they can make other arrangements, and to allow us to pray for you.

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Five O’s Training Process

Onboarding [Active Recruiting] This is the process for new team members to join GXP. Each specific onboarding process for a given ministry is unique to the ministry requirements specific to that ministry and to the needs of Gateway Church. Orientation The Purpose of the GXP New Volunteer Orientation is to provide team members with the vision and mission of the Guest Experience Ministry. The orientation also provides new volunteers with an overview of all of the ministries that make up the GXP ministry. Online Resources This includes our common documents page and GXP team announcements. These online tools can be found on our GXP Website and http://weekendgxp.gatewaypeople.com. On-the-Job Training (OJT) / Initial Training Your Team Captains will conduct OJT. It may also include serving with an experienced volunteer. Ongoing Training To ensure team members are well abreast of best practices within the GXP ministry and consistency of vision, ongoing training is an essential to success as a ministry.

Onboarding

[Active

recruiting]

Orientation Online

Resources

[GXP Website]

On the Job

Training

Ongoing

Training

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Team Requirements

Catch the Vision Class All Guest Experience Ministry Team members are required to attend Gateway’s Membership class “Catch the Vision. If you have not taken the class, we can assist you in registering for the next class. Team 1/Team 2 Rotation (T1/T2) The T1/T2 rotation is the schedule that all Guest Experience Ministry Teams use. On this rotation, we ask that you commit to serving once every other week on either Saturday or Sunday for a single service and ministry. Based on your desired preference, we will assign you to a Team and send out weekly reminders. The entire year is scheduled in advance and you will know which day is your day to serve. For example, this weekend may be a T1 weekend for everyone, Saturday and Sunday. If you cannot serve on a given day, please find a replacement, ideally swapping with someone who serves on the alternate rotation. Also, please inform your team Captain in advance. If your schedule changes, we will be glad to reschedule you on another rotation or you can serve as an alternate, any time, at any service. Please note: If your spouse is serving in another area of the church, ask your Captain to be placed on the same rotation. Children If you have children between the ages of birth through fifth grade, you may check them in 30 minutes prior to service. You must pick up your children by 10 minutes into the next service to avoid disrupting the class. Please be courteous of the ministry that is taking place with the children and wait until the lesson is finished. If you are serving at multiple services times, please inform your child’s teacher. NOTE: Children are allowed to serve under parental supervision.

Nursing Mothers As a courtesy to you and your child, the Elders of Gateway Church and the Children’s Ministry Department have provided a Nursing Mother’s Room. These rooms are available to nursing mothers and are equipped with live simulcast screens of the worship service, rocking chairs with foot rests and changing tables. We encourage our nursing mothers to utilize these amenities. NOTE: This room is limited for the use of mothers with nursing infants. It is not intended to be used as a “crying baby’s room” nor is it for parents with “sick” children. Serving in More than One Ministry If you serve in two different ministries of the church, sign up for one ministry as a “Team 1 Member” and sign up for the second ministry as a “Team 2 Member.” This way you will never have a scheduling conflict. Parking If possible, all volunteers should park in the Staff/Volunteer parking in parking lot E.

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Equipment

Radios

Good radio discipline must be followed and transmissions be kept to the absolute minimum required for execution of responsibilities. Passing of the radios from one Leader to another is discouraged to ensure accountability. Radio Language & Etiquette

1. Radios should be used for official communication only. 2. Children under the age of 18 are not allowed to use the radios. 3. Radio transmissions are to be limited to a maximum of 60 seconds with a break at 30 seconds. 4. The radio should be between 3 to 6 inches from your mouth when communicating. a. Wait at least 2 seconds before speaking into the wire-mic or the first part of your message will not be heard. b. Keep the button pressed during the entire time you are communicating. c. Wait at least 5-10 seconds before responding to ensure the person transmitting the original message has

finished. Radio Channels:

• Channel 1: Security (Lobby, Children’s, External)

• Channel 2: Deacons, Ushers, GXP Team

• Channel 3: Facilities (817.676.3974)

• Channel 4: Talk Around

• Channel 5: Tech Arts (817.231.0127)

• Channel 6: Security (Backstage, Auditorium)

• Cahnnel 7: Parking Lot Suggested Radio Communication Phrases

▪ Talk closer to the mic ▪ Talking too close or too loud in the mic ▪ Repeat message ▪ Talking too rapidly ▪ Stand by ▪ Visitors present ▪ What’s your 20? (location) ▪ My location is … ▪ Report in person to … ▪ Disregard last message ▪ I am moving to channel … ▪ Radio check ▪ Confidential information. Call me on my cell at … ▪ Please turn to channel … ▪ Security needed at … ▪ Call 911