Cast vision and create excitement for our Guest Services model.


To have a full understanding and knowledge of our Guest Services vision - a “street to the seat” ministry that provides a “wow” experience to our guests.


  • Assignment 1 // Read the scriptures listed and answer the questions.

  • Assignment 2 // Interview someone who makes people feel welcome, wanted, and “at home.”

  • Assignment 3 // Read Chapters 1 & 2 of “First Impressions” by Mark Waltz (provided) and answer the questions.

  • Assignment 4 // Before our first training session, go to a restaurant with others. Talk with your guests about your shared experiences.


Matthew 25 :34 -40

Then the King will say to those on his right, ‘Come, you who are blessed by my Father; take your inheritance, the kingdom prepared for you since the creation of the world. For I was hungry and you gave me something to eat, I was thirsty and you gave me something to drink, I was a stranger and you invited me in, I needed clothes and you clothed me, I was sick and you looked after me, I was in prison and you came to visit me.’ “Then the righteous will answer him, ‘Lord, when did we see you hungry and feed you, or thirsty and give you something to drink? When did we see you a stranger and invite you in, or needing clothes and clothe you? When did we see you sick or in prison and go to visit you?’ “The King will reply, ‘Truly I tell you, whatever you did for one of the least of these brothers and sisters of mine, you did for me.’

Colossians 3:23, NKJV

And whatever you do, do it heartily.” God's two greatest commandments are to love God and love others. To love everyone equally is a true sign of our love for God and our desire to live Christ-like. Hospitality is known as entertaining and welcoming in guests or visitors. It is a genuine way to show love for others! Jesus tells us in Matthew 25:40 that whatever we do for the least of people, we do for him.


  1. Why do you think “hospitality” is an important characteristic for a Christian? A church?

  2. How might a guest be “pointed to Jesus” by the caring acts of hospitality portrayed by our Guest Services teams?

  3. What distractions could be caused when a guest experiences a “less than friendly” interaction somewhere between “the street and the seat”? Explain.



Think about someone you know who makes people feel welcome, wanted, and “at home.” Ask them what they do and what motivates them to do it. Take notes.


Mark L. Waltz, from his book “First Impressions”

“Before a service even begins, first-time guests usually decide whether they’ll return to your church. This means church leaders need to create no fail, practical ways to ensure that a guest’s first impression is the best impression.

When first-time guests feel valued, they will return. And when they do, they’ll have the opportunity to experience Jesus’ love. Let guests know “You matter to God, so you matter to us.” “



  1. 1. If our goal is to do anything and everything that helps our guests see Christ, why is it important to accept “consumers” to our church?

  2. Do you think Eastside is merely competing with other churches in our Guest Services efforts? Why or why not? What other “experiences” might we be competing with?

  3. What potential distractions (at Eastside) do you think could pose a threat to a guest being of open mind and heart once they reach the auditorium, and in turn, be closed to the message of Jesus?

  4. Mark L. Waltz states, “while we won’t be able to anticipate every distraction, when you develop a pattern of EXCELLENCE, your guests will offer grace when a distraction does occur. Do you agree with statement? Why or why not?


At dinner, talk with your guests about your shared experience. From the book, use pages 37-38 as a guideline to rate your experience.


  1. What “wow’ed you? What disappointed you? Did the staff members do the best they could with what they had? What could have been done to create a “wow” experience for you?
  2. Either at church or at a business, what experience made you feel valued? What did someone do or say that caught you by surprise in a positive way?

LEADERSHIP TAKEAWAY (To be completed during group discussion)