HOSPITALITY: THE ART OF WELCOMING AND TREASURING PEOPLE A learning event for all Christians who desire to show their faith as well as share their faith Dr. Don Nations, , All rights reserved, DNA Coaching

Dr. Don Nations, DNA Coaching, Hospitality: A Definition Hospitality is the art of welcoming and treasuring people. It is the process by which guests are welcomed, fears are allayed, relationships are begun and people are encouraged to return. It is both an attitude and a set of procedures. It is extending the grace and welcome of God to all people.

Dr. Don Nations, DNA Coaching, THE KEY QUESTION Are those who come on Sunday morning Visitors or Guests?

Dr. Don Nations, DNA Coaching, TEN STEPS TO GREAT HOSPITALITY §1. Have superior signage. l Dont settle for adequate l Large print and few words l Dont assume people know the location of anything l Use signs to make people feel more comfortable l Anticipate what people might need to know and where they might want to go

Dr. Don Nations, DNA Coaching, TEN STEPS TO GREAT HOSPITALITY §2. Know what your campus says about you. l Does it look like you are expecting guests? l Does it look like you belong in the neighborhood? l Would you want to enter if you didnt already attend? l Can you easily identify the main entrance and office entrance?

Dr. Don Nations, DNA Coaching, TEN STEPS TO GREAT HOSPITALITY §3. Have a team of parking lot hosts. l Smile a lot l Smile at everyone l Assist in finding a space l Provide umbrella service l Offer assistance with doors, strollers, children, etc.

Dr. Don Nations, DNA Coaching, TEN STEPS TO GREAT HOSPITALITY §4. Position hosts outside of the entrance doors. l Assist with doors l Be another smiling face l Be prepared to answer questions and provide directions l Offer to walk people to the nursery, childrens classes, etc.

Dr. Don Nations, DNA Coaching, TEN STEPS TO GREAT HOSPITALITY §5. Provide an information station just inside the main entrance. l Staff the table with smiling people l Offer assistance - dont just wait to be asked l Have materials available which are clearly marked and which answer common questions

Dr. Don Nations, DNA Coaching, TEN STEPS TO GREAT HOSPITALITY §6. Provide refreshments for guests both before and after the service. l Allow refreshments in the worship space if possible l Options, not just coffee l Remember people on diets, diabetics and others with special diets l Can be part of the information station

Dr. Don Nations, DNA Coaching, TEN STEPS TO GREAT HOSPITALITY §7. Get to know people - dont just shake their hand. l It is more important for guests to know 1-2 names and faces than shake 12 hands l The goal is building a relationship; not just being friendly l Avoid clumping

Dr. Don Nations, DNA Coaching, TEN STEPS TO GREAT HOSPITALITY §8. Watch your assumptions. l Avoid Christianese l Most people do not know the names of the buildings or rooms at your church l Not all guests will be Methodists - or even Christians l Be careful asking people to see Tom after the service since guests (and others) may not know Tom

Dr. Don Nations, DNA Coaching, TEN STEPS TO GREAT HOSPITALITY §9. Gather information and treat guests with care. l Dont embarrass guests l Allow people to remain anonymous l Think through the information you want, what you will do with it and how best to ask for it

Dr. Don Nations, DNA Coaching, TEN STEPS TO GREAT HOSPITALITY §10. Dont forget guests after the service. l Extend hospitality after the service as well as before l Avoid tearing down for ten minutes to allow for interaction l Contact guests regularly for at least a month - many are church shopping l First contact within 36 hours

Dr. Don Nations, DNA Coaching, GREAT WORSHIP SERVICE HOSPITALITY Three Areas Of Focus §Prior to the Service l Disney Parking service l Umbrella assistance l Intentional greeting of guests l Be a smiling face l More than just friendly l What else can you think of?

Dr. Don Nations, DNA Coaching, GREAT WORSHIP SERVICE HOSPITALITY Three Areas Of Focus §During the service l Ushers to assist with seating and those arriving late l 911 assistance l CPR l First Aid training l Bulletin, information brochures and other material to be guest-friendly l What else can you think of?

Dr. Don Nations, DNA Coaching, GREAT WORSHIP SERVICE HOSPITALITY Three Areas Of Focus §After the service l Be aware of guests l Wait to move or rearrange items used during the service l No clumping l Provide excellent follow-up l What else can you think of?

Dr. Don Nations, DNA Coaching, A FEW WORDS ABOUT USHERS AND GREETERS §It is more important to meet than seat §Know the answers to a few questions and know who knows the answers to the rest §Good greeting takes work – especially in keeping the focus on guests

Dr. Don Nations, DNA Coaching, WHERE DO YOU GO FROM HERE? §Decide you want to do something. §Enlist people and set a time-line. §Realize it is an on-going and never-quite-finished task. §The bottom line is the attitude. If it is right, then the rest will flow. If it is not, then no program will ultimately succeed.