If Church Were More Like The Westin







I worked at the Westin Bellevue for six months before starting Icon. I got to bring guest's room service and carry their bags up to their rooms. It was an entry level position but the tips were good so I didn't complain. The hospitality of the Westin is like no where else. They go to every length to ensure their guests are satisfied and comfortable. They also take great effort to train their staff to listen carefully and look for needs to fill.





One day I was helping a woman up to her room with her bags. She was tired and had been flying all day. She vented to me about her early meetings the next day and how the airlines had lost her bag. She had nothing but her carry on baggage. Nothing to wear and away from home.





After settling her into her room I immediately went down stairs and sprung into action. I asked my manager for permission to go to Bellevue Square mall right across the street to purchase a $150.00 gift card. It could buy the woman a new outfit for the next day. My manager thought it was a great idea. We then put the gift card with a nice handwritten note and sent it up to her room accompanied with a bottle of wine and some cheeses.





When I saw the woman the next day she was overwhelmed by our generosity. She showed off the new outfit she had purchased to me. It was so rewarding to see a tired, upset, and unprepared woman transform over night into a refreshed, prepared, and happy guest. (1) I love when tangible needs are met.





The reason why the Westin is notorious for these kind of acts is because of the culture they have created and the empowerment of their staff. This attention to detail and care for others is embedded deep into the hotel's DNA. You can't work there for more than an hour without noticing the priority they place in meeting tangible needs. The Westin mangagment empowers all of their staff and fully support every decision the staff make. Even an entry level like mine became exciting and rewarding because of the difference I was empowered to make.





The Church





What if church looked similar to the Westin? What if this passion to meet tangible needs was a deep, integral, woven priority in church culture? Instead of having a mission department, the entire church was a mission. Imagine what kind of movement could be created when each individual within a church felt empowered and supported to go out and meet needs!(2) Like the Westin, the leadership of the church fully supported the actions, initiative, and ideas of their people and just got out of their way so they could serve.





I wonder if this would change the way we view church? Would it cease to be a religious institution and begin building a reputation of an exciting movement? I wonder how this would effect the churches budget? Would it stop purchasing expensive lighting equipment and redirect funds to the truly needy? Would church look less like a show trying to sell us something and more like a contagious mission we could see ourselves a part of? I wonder how this would effect the growth of the church? Would it stop concentrating on slick marketing or modifying pop songs and begin humbly asking the community for help? What if seats started filling up on Sunday not to pad some Pastor's ego but because of the attractive nature of living for something greater than yourself? (3)





The church could learn a lot from the Westin, believe me. I've barely scratched the surface. Maybe next week, I'll talk about hospitality, or the lack their of, in the church. Should get spicy. Join me for the journey.











1. I found out later the room she purchased from the Westin was on a special discount only costing her $125 / night. Our gift card and other amenities easily surpassed $200 giving this woman one heck of a deal.



2. I got a email the other day from a local pastor asking if I knew any musicians he could borrow for his church on Sunday. You wanna hear the ironic part? His church is about 1,500 strong while our church hits 45 people on a good day. He couldn't find a single musician in 1,500 people! How sad. Is your church empowering people or making consumers?


3. What's the real reason your church is attempting to grow? What's the churches real priority? What's on the front page of its website? What's advertised or highlighted the most? When you boil it down, is it a "come to us, we'll entertain you" message? What was Jesus' message?