Guest Experience Manager

Job Description

Guest Experience Manager

Enhance and support a culture of hospitality at HPUMC, ensuring every guest feels welcomed, known, and valued. This role shapes first impressions and ongoing hospitality. Oversee eSpace scheduling and membership processes to support effective coordination.

Reports To: Senior Director of Guest Experience

Ministerial Exemption: No 

FLSA Status:  Exempt

Campus: Mockingbird

Working Hours: This is a full-time position that requires working at least 36 hours per week.

Anticipated Schedule: Monday - Thursday 8:30 - 5:00 (includes 30-minute unpaid lunch break); Sundays 8:00 - 12:00

During certain times of the year, additional hours may be required to meet the job's demands.  All church staff will be asked to support and serve for religious holidays and worship services, including Christmas Eve and Easter.  

Job Responsibilities and Duties:

Hospitality

• Partner with the Senior Director of Guest Experience to lead a strong, churchwide hospitality vision.
• Recruit, train, schedule, and support hospitality volunteers across all services and events.
• Be present and engaged on Sunday mornings, creating a warm and joyful environment for all who enter.
• Collaborate with Hospitality Coordinators and other ministry teams to ensure events and environments feel welcoming.
• Help plan and support high-impact services, such as Easter and Christmas.
• Coordinate regular Hospitality Team training opportunities, including CPR/emergency preparedness,  review and acknowledgment of HPUMC’s serving policy, and the volunteer handbook.  
• Build and lead a Parking & Traffic Ministry, including an outdoor welcome presence.
• Plan Hospitality volunteer communication, acknowledgments, and celebrations.  

Membership

• Oversee the planning and execution of Starting Point and Joining Services events, working closely with the Event Specialist, and preparing staff members participating or leading at the event.
• Serve as the connecting point for people interested in joining the church
• Manage the logistics of the membership process

Scheduling & Events

• Work directly with the Senior Director of Guest Experience to ensure alignment with the churchwide strategic plan.
• Oversee event scheduling using the church’s eSpace system for internal ministries 
• Streamline internal event approvals
• Eliminate confusion over room assignments
• Improve stewardship of facilities and resources
• Increase collaboration between ministry departments and operations teams
• Create, schedule and maintain wayfinding messages throughout the Mockingbird campus, coordinating with Communications and applicable Ministries.
• Support ministry teams in using eSpace and provide training as needed.
• Review event submissions to ensure all logistics are covered.
• Periodically meet with ministries that require space to ensure that needs are being met and that events are being properly scheduled.
• Support the Sports & Rec Manager in coordinating gym usage for events and ministries.

Education and Desired Skills:

• Bachelor’s degree required. 
• Effective Communication - Excellent verbal communication and active listening skills.
• Professionalism - Good first impression, professional appearance and attitude, on-time arrival.
•  Interpersonal Aplomb - Collaborates easily and can handle tense situations with grace.
•  Multitasking Capabilities - Manage numerous activities simultaneously without getting flustered, capable of problem-solving.

Other Duties as Assigned. Responsibilities may be changed at any time without advance notice.

Preferred Software Experience:

●  Microsoft Office Suite

●  G Suite (Google, Gmail, Calendar, etc…)

 Physical Demands:  

☒ Sitting   ☒ Standing        ☒ Walking     ☒ Seeing         ☒ Hearing              

☒ Speaking   ☒ Lifting/carrying up to 10 pounds ☒ Fine Motor Skills

Other Qualifications: Must be a committed Christian who is comfortable working in a United Methodist church environment.  Our employees are called to lead a life that embodies the gospel, and we expect them to exhibit a proper demeanor both on and off the job.

Updated February 2026