Chapter 02
Every Sunday starts before Sunday.
Preparation is not optional — it is what separates a good experience from a great one. Complete every item before the first guest walks through the door.
Arrive Early
Check in 30 minutes early. Be in position before the first guest arrives. Non-negotiable for every front-line Team Member.
Be Easily Identifiable
Wear your Hospitality shirt or lanyard. Dress neatly — you represent Victory Hill and create confidence from the moment a guest arrives.
Attend the Team Huddle
Gather with your team before service for instructions, prayer, and special notes for the day.
Pray Together
Align your heart with the mission. We don't serve in our own strength — we serve from prayer and dependence on God.
Pre-Service Checklist
Know before doors open.
Run through this list every Sunday during huddle. If you can check every box, you're ready.
- ✓Your Position
- ✓Today's Announcements
- ✓Kids Check-In Locations
- ✓First-Time Guest Parking
- ✓Today's Events
- ✓Prepare Your Heart
Open Worship Center Doors
Ensure all entry doors are unlocked, clear, and welcoming before the first guest steps inside.
Scan the Room
Actively move through the space, directing guests and ensuring everyone is comfortably seated before service begins.
Watch for Unsure Guests
First-time visitors, families with young children, or anyone who looks lost — move toward them first.
The Sunday Guest Journey
From parking lot to parking lot.
Hospitality owns every step — from the moment they pull in to the moment they drive away. Every touchpoint is a chance to make someone feel known, noticed, and loved.
- Step 01
Arrival
Parking lot welcome and guidance.
FTG Parking Hosts, Parking Lot Greeters, Umbrella Team
- Step 02
Welcome
Parking lot to front door greeting.
Door Greeters, Lobby Hosts, Coffee Bar
- Step 03
Entrance
Lobby hospitality and worship center connections.
Lobby Hosts, Connect Area Team
- Step 04
Victory Kids
Guide families to check-in and check-out.
Family Spotters, Escort Team
- Step 05
Worship Center
Kids check-in/out, Worship Experience, and exit.
Section Hosts, Roaming Hospitality, Section Ninjas
The Standard
The 10-4 Rule
Every Serve Team Member practices the 10-4 Rule in every interaction, every Sunday.
- Eye Contact
- Smile
- Acknowledge
- Greet by voice
- Open the Door
- Engage
Golden Rule
Never Point. Always Take.
Every time. No exceptions. Escorting is always the standard.
See Before You're Summoned
Every Serve Team Member is a detective.
Hospitality Team Members constantly scan the room. Ask yourself:
- Who looks confused?
- Who is standing alone?
- Who has children?
- Who looks overwhelmed?
- Who looks new?
The Flow
Notice
Engage
Escort
The person who needs help most is often the one who hasn't asked yet.
Chapter 03
Teams, Roles & Real Situations