Guest Experience Director

Ephrata Community Church Inc; Ephrata (Lancaster County); On-site; USD 50,000 - 70,000; Full time

Job summary

Ephrata Community Church Inc is looking for a Guest Experience Director to set the standard for hospitality by leading and empowering teams. The role requires overseeing all guest connection systems and providing guests with a warm and excellent experience. Responsibilities include managing the First Impressions Team and improving processes for connecting new members. Strong organizational and leadership skills are essential. The position is full-time in Ephrata, PA, with weekend services requirements.

Qualifications

• Strong organizational, planning, and systems-thinking skills.
• Excellent interpersonal, communication, and collaboration skills.
• Demonstrated ability to lead teams with excellence, warmth, and clarity.

Responsibilities

• Sets the pace for hospitality and service at weekend services and events.
• Manages Guest Experience Teams including recruitment and training.
• Oversees guest connection and assimilation systems' effectiveness.
• Improves new member connection to serve team roles.
• Collaborates with weekend experience team for excellence in events.

Skills

Strong organizational skills

Excellent interpersonal skills

Leadership

Communication skills

Systems-thinking skills

Tools

Church management software (e.g., Rock, Planning Center)

Job description

Summary of Position: The Guest Experience Director sets the standard for hospitality by leading and empowering teams to serve each guest of ECC with a warm, welcoming and excellent experience. This role oversees guest connection and assimilation systems, ensuring that every guest, from first-time visitors to long-time attendees, is thoughtfully engaged and connected into meaningful next steps.

Schedule: Full-Time, Monday–Thursday in office and weekend services

Start Date: As soon as possible.

Reporting Relationship: Pastor of Worship & Creative Arts

Duties and Responsibilities:

• Sets the pace for a world-class level of hospitality and outstanding service/care at our weekend services and select events by creating a consistently welcoming environment of excellence that is inviting and warm.
• Leads, equips, and manages staff and volunteer leaders to develop and sustain strong Guest Experience Teams:First Impressions Team ( FIT) consisting of Greeters, Welcome Hosts, Ushers, Med Team, Weekend Coordinator, including recruitment, training, scheduling, and ongoing development.
• Oversees guest connection and assimilation systems, ensuring effectiveness, alignment, consistency, and meaningful engagement to support a multi-site church experience.
• Leads and continually improves the process by which new members are connected into meaningful serve team roles in collaboration with ministry and department leaders within ECC.
• Provides oversight to the Guest Experience Coordinator.
• Provides opportunities for serve team care and appreciation experiences.
• Collaborates closely with the weekend experience team to ensure alignment, clarity and excellence in the end-to-end weekend and event experience.
• Performs other tasks as needed and/or assigned by Direct Report.

Qualifications & Competencies

• Strong organizational, planning, and systems-thinking skills
• Excellent interpersonal, communication, and collaboration skills
• Demonstrated ability to lead teams with excellence, warmth, and clarity while setting a high standard for guest experience

Value-Added Qualifications

• Familiarity with church management software (e.g., Rock, Planning Center, or similar platforms)

This job description is designed to reflect the primary responsibilities of this role and is not intended to be exhaustive. Duties and responsibilities may be adjusted as needs evolve.