Victory Hill Church
Hospitality Playbook

Chapter 04 · Field Guide

What do I do if…

Real situations you'll face on a Sunday, and how a Victory Hill Team Member responds. Not a script — a starting point. Pair these with the Five Commitments and the 10-4 Rule.

In the Parking LotIn the LobbyRestrooms & Common AreasIn the Worship CenterNext Steps Moments

In the Parking Lot

A family is unloading a baby carrier, diaper bag, and a toddler.

What you notice

One parent juggling car seat + bag; the other wrangling a little one.

What you do

  1. 01Approach with a smile from a comfortable distance — don't startle them.
  2. 02Offer a specific help: “Can I grab the diaper bag or walk you to the Kids check-in?”
  3. 03Walk them all the way to VH Kids check-in — don't just point.
  4. 04Hand them off by name to a Kids Team leader.

Try saying

“Welcome! First time with us? Let me walk you straight to check-in — it'll take 60 seconds.”

Don't reach for the baby or the car seat unless invited.

A grandma is walking slowly with a walker toward the door.

What you notice

Slower pace, uneven ground, hands full on the walker.

What you do

  1. 01Walk ahead and hold the door open early — don't make her wait.
  2. 02Ask if she'd like a reserved seat near the aisle or the back.
  3. 03Offer an arm only if she reaches for one; otherwise walk alongside at her pace.
  4. 04Note where she's sitting so you can help her out after service.

Try saying

“Good morning! I've got the door. Would you like me to walk you to a seat close to the aisle?”

It's pouring rain and guests are running from their cars.

What you notice

People sprinting, kids getting soaked, umbrellas fumbling.

What you do

  1. 01Grab an umbrella from the greeter station.
  2. 02Walk out to the car — start with families and older guests first.
  3. 03Escort them to the covered entry, then head back for the next car.
  4. 04Keep a stack of paper towels near the door for wet hands and glasses.

In the Lobby

Someone is standing still, staring at a sign or looking around.

What you notice

The classic “I'm lost but don't want to ask” pause.

What you do

  1. 01Close the distance within 10 feet — don't shout across the lobby.
  2. 02Lead with a warm open question, not “Can I help you?”
  3. 03Walk them to where they're going. Never point.
  4. 04Introduce them to the next person by name.

Try saying

“Hey! You look like you're trying to find something — where are you headed? I'll walk you.”

Don't say “It's right over there” and turn away.

A guest says it's their first time.

What you notice

Hesitation at the door, a lanyard-less visitor, an “I'm new” tell.

What you do

  1. 01Thank them for coming — mean it.
  2. 02Walk them to the Welcome / Connect area for a gift and quick orientation.
  3. 03If they have kids, escort them straight to VH Kids check-in.
  4. 04Show them where restrooms, coffee, and the worship center are.
  5. 05Introduce them to one other person before service starts.

Try saying

“I'm so glad you're here today. Let me show you around real quick so nothing feels like a mystery.”

The coffee station is empty, messy, or out of cups.

What you notice

Empty carafe, sticky counter, no lids, trash overflowing.

What you do

  1. 01Tell or grab the Cafe / Hospitality Lead — don't wait to be asked.
  2. 02Restock cups, lids, sugar, creamer, stirrers.
  3. 03Wipe the counter and empty the trash before the next guest arrives.
  4. 04Stand nearby to help the next guest fix a cup while it resets.

Restrooms & Common Areas

The restroom is in disarray and needs restocked.

What you notice

Low TP, empty soap, wet counter, paper towels on the floor, trash full.

What you do

  1. 01Do a quick 60-second reset: pick up trash, wipe the counter, dry the floor.
  2. 02Restock toilet paper, paper towels, and soap from the supply closet.
  3. 03If it's beyond a reset (clog, mess, smell), alert the Hospitality Lead.
  4. 04Check every restroom on a 15-minute rotation during service.
Don't walk past it assuming someone else will handle it. You are the someone else.

In the Worship Center

A teen is sitting alone in the back row.

What you notice

Head down, phone out, no adults nearby, no group around them.

What you do

  1. 01Say hi warmly — use their name if they're wearing one, ask if not.
  2. 02Don't hover or over-talk; a genuine 30-second connection is enough.
  3. 03Walk them over and introduce them to the Student Pastor or an Unashamed Students leader.
  4. 04If no leader is available, text or grab a student volunteer to sit near them.
  5. 05Follow up after service — “Hey, so glad you were here today.”

Try saying

“Hey, I'm ___. I don't think we've met — you here with anyone? I'd love to introduce you to our Students team.”

Don't leave them isolated. Don't make it awkward — short, warm, and hand them off.

Someone is visibly emotional during or after service.

What you notice

Tears, head in hands, staying seated after everyone leaves.

What you do

  1. 01Sit near — not on top of — them. Offer tissue.
  2. 02Ask one gentle question: “Can I sit with you or pray with you?”
  3. 03If they want to talk, listen more than you talk.
  4. 04Connect them to a Pastor or Prayer Team member before they leave.
Don't rush to fix, explain, or interpret their emotion.

Next Steps Moments

Someone says they want to serve.

What you notice

“How do I get involved?” / “I'd love to help.” / “What can I do?”

What you do

  1. 01Celebrate it out loud — “That's awesome, we'd love to have you.”
  2. 02Walk them to the Connect / Next Steps table (don't hand them a card and leave).
  3. 03Help them fill out a Serve Team interest form on the spot.
  4. 04Get their name, phone, and which team they're curious about.
  5. 05Introduce them to a Team Leader if one is nearby.
  6. 06Hand off to the Serve Team Coordinator so they get a call within the week.

Try saying

“Yes — let's not lose this moment. Come with me, it takes 2 minutes and someone will follow up this week.”

A guest asks about baptism, membership, or “what's next.”

What you notice

Curiosity after service, a spouse nudging the other, questions about the church.

What you do

  1. 01Walk them to the Next Steps / Connect area — don't just describe it.
  2. 02Grab a Pastor or Next Steps host to have the conversation in person.
  3. 03Make sure they leave with a name, a face, and a follow-up.

The Rule Under Every Scenario

Don't point. Walk them. Don't describe. Introduce them. Don't assume someone else has it. You are the someone else.

Chapter 05

The Mindset & Prayer