Visitor Center Supervisor

Job Description Summary

The individual in this position is responsible for managing the resources and activities related to the Visitor Center to ensure departmental goals and expectations are met. The incumbent is responsible for optimizing the entire visit experience for each constituent: US and International freshmen and transfer students and secondary school counselors. The incumbent works with visitors before, during and after their visit. This includes scheduling a tour, interview, or information session to the actual on-campus experience, to any follow-up subsequent to the visit. The person in this position is responsible for working with all parties involved in delivering exceptional customer service to prospective students and their families. This includes overseeing staff and students who coordinate the Center’s daily activities, and coordinating with the admission counselors who assist in addressing questions and needs of visitors. This role serves in a project management capacity to ensure all the pieces come together to meet established expectations relative to the visitor experience.

Essential Duties

• Monitor visitor demand and availability to identify where we can/need to open more slots and need more staffing.

• Manage student resources to ensure appropriate coverage for front desk, student minglers, tour guides and Fellows.

• Participate in the hiring, on-going training and evaluation of all student workers who contribute to the visit experience.

• Evaluate the Visitor Center training program and materials used by staff or students who are supporting the Visitor Center.

• Ensure appropriate training and execution to ensure Visitor Center success. Gather feedback from visitors to help inform strategies so that prospective students are adequately and consistently served to the highest degree of customer satisfaction.

• Identify and implement ongoing improvements to enhance a visitor’s experience, i.e., new material on TVs in VC, survey on ipads, etc. Act as Host(ess) for accepted students and ensure the scheduled visits go according to plan.

• Coordinate the resources to implement a group visit experience.

• Monitor and evaluate competitor activity of both on-line and campus visit experiences, and leverage new ideas that improve the visitor experience at Bentley.

• Participate in recruitment and yield events including, but not limited to, open houses, secondary school counselor visit days and accepted student events.

Other Duties

• Serve as a backup to Associate Director for troubleshooting on-line appointment calendar.

• Provide support to Officer of the Day for both phone calls and visitors.

• Contribute to setting the visit offerings throughout the year by compiling and submitting related reports, such as debrief notes, previous visitor demand and activity, and evaluations.

• Oversee scheduling of appointments for interviews, tours and special programs for prospective students, families and guidance/college counselors who call, email or request appointments in person.

• Open additional slots using Visit Appointment Software to accommodate more visitors provided resources are in alignment.

• Assist with any professional activities needed in the Office of UGA as determined by the demands of the admission cycle.

• Supervise and instruct student workers in various clerical and project functions. Serve as back-up supervision to tour guides in the absence of their supervisor and provide feedback to their supervisors where appropriate.

Minimum Qualifications

• High school diploma or equivalent.

• A minimum of 2 years of professional experience, preferably in admissions, higher education or customer service based roles.

• Exemplary customer service skills; organizational and analytical abilities, solid communication and interpersonal skills; computer competency.

• Some experience with an on-line appointment scheduler and Customer Relationship Management (CRM).

• Ability to handle multiple tasks in a fast-paced environment.

• Ability to “think on your feet,” and make informed decisions regarding individual and group needs.

• Belief in the value of a higher education and the capacity to articulate those benefits to the public in a manner that supports the admissions goals of the university.

Work Environment

• Fast-paced office environment with many scheduled and unscheduled demands on time. Noisy and active environment due to busy telephones and staff and visitor activity.

• High level of customer service imperative at all times.

• Positive and pleasant attitude always required.

• Constant interruptions from telephone calls and general questions.

• Position requires some work during evenings, weekends or other holiday periods.  

• Required to work at least half the Saturdays in the Fall that we are open.

• Physical skills required of this position include alertness in dealing with technical issues, accuracy in encountering large volumes of emails, phone calls and written communication as well as maintaining focus during frequent interruptions.

• Energy level is important and long hours in the office contribute to physical and mental exhaustion which affects judgment, attitude and accuracy.

• May require lifting and carrying heavy boxes as well as standing for long periods of time.

Bentley University requires references checks and may conduct other pre-employment screening.

DIVERSITY STATEMENT

Bentley University strives to create a campus community that welcomes the exchange of ideas, and fosters a culture that values differences and views them as a strength in our community.

Bentley University is an Equal Opportunity Employer, building strength through diversity. The University is committed to building a community of talented students, faculty and staff who reflect the diversity of global business. We strongly encourage applications from persons from underrepresented groups, individuals with disabilities, covered veterans and those with diverse experiences and backgrounds.

Job Description Summary

The individual in this position is responsible for managing the resources and activities related to the Visitor Center to ensure departmental goals and expectations are met. The incumbent is responsible for optimizing the entire visit experience for each constituent: US and International freshmen and transfer students and secondary school counselors. The incumbent works with visitors before, during and after their visit. This includes scheduling a tour, interview, or information session to the actual on-campus experience, to any follow-up subsequent to the visit. The person in this position is responsible for working with all parties involved in delivering exceptional customer service to prospective students and their families. This includes overseeing staff and students who coordinate the Center’s daily activities, and coordinating with the admission counselors who assist in addressing questions and needs of visitors. This role serves in a project management capacity to ensure all the pieces come together to meet established expectations relative to the visitor experience.

Essential Duties

• Monitor visitor demand and availability to identify where we can/need to open more slots and need more staffing.

• Manage student resources to ensure appropriate coverage for front desk, student minglers, tour guides and Fellows.

• Participate in the hiring, on-going training and evaluation of all student workers who contribute to the visit experience.

• Evaluate the Visitor Center training program and materials used by staff or students who are supporting the Visitor Center.

• Ensure appropriate training and execution to ensure Visitor Center success. Gather feedback from visitors to help inform strategies so that prospective students are adequately and consistently served to the highest degree of customer satisfaction.

• Identify and implement ongoing improvements to enhance a visitor’s experience, i.e., new material on TVs in VC, survey on ipads, etc. Act as Host(ess) for accepted students and ensure the scheduled visits go according to plan.

• Coordinate the resources to implement a group visit experience.

• Monitor and evaluate competitor activity of both on-line and campus visit experiences, and leverage new ideas that improve the visitor experience at Bentley.

• Participate in recruitment and yield events including, but not limited to, open houses, secondary school counselor visit days and accepted student events.

Other Duties

• Serve as a backup to Associate Director for troubleshooting on-line appointment calendar.

• Provide support to Officer of the Day for both phone calls and visitors.

• Contribute to setting the visit offerings throughout the year by compiling and submitting related reports, such as debrief notes, previous visitor demand and activity, and evaluations.

• Oversee scheduling of appointments for interviews, tours and special programs for prospective students, families and guidance/college counselors who call, email or request appointments in person.

• Open additional slots using Visit Appointment Software to accommodate more visitors provided resources are in alignment.

• Assist with any professional activities needed in the Office of UGA as determined by the demands of the admission cycle.

• Supervise and instruct student workers in various clerical and project functions. Serve as back-up supervision to tour guides in the absence of their supervisor and provide feedback to their supervisors where appropriate.

Minimum Qualifications

• High school diploma or equivalent.

• A minimum of 2 years of professional experience, preferably in admissions, higher education or customer service based roles.

• Exemplary customer service skills; organizational and analytical abilities, solid communication and interpersonal skills; computer competency.

• Some experience with an on-line appointment scheduler and Customer Relationship Management (CRM).

• Ability to handle multiple tasks in a fast-paced environment.

• Ability to “think on your feet,” and make informed decisions regarding individual and group needs.

• Belief in the value of a higher education and the capacity to articulate those benefits to the public in a manner that supports the admissions goals of the university.

Work Environment

• Fast-paced office environment with many scheduled and unscheduled demands on time. Noisy and active environment due to busy telephones and staff and visitor activity.

• High level of customer service imperative at all times.

• Positive and pleasant attitude always required.

• Constant interruptions from telephone calls and general questions.

• Position requires some work during evenings, weekends or other holiday periods.  

• Required to work at least half the Saturdays in the Fall that we are open.

• Physical skills required of this position include alertness in dealing with technical issues, accuracy in encountering large volumes of emails, phone calls and written communication as well as maintaining focus during frequent interruptions.

• Energy level is important and long hours in the office contribute to physical and mental exhaustion which affects judgment, attitude and accuracy.

• May require lifting and carrying heavy boxes as well as standing for long periods of time.

Bentley University requires references checks and may conduct other pre-employment screening.

DIVERSITY STATEMENT

Bentley University strives to create a campus community that welcomes the exchange of ideas, and fosters a culture that values differences and views them as a strength in our community.

Bentley University is an Equal Opportunity Employer, building strength through diversity. The University is committed to building a community of talented students, faculty and staff who reflect the diversity of global business. We strongly encourage applications from persons from underrepresented groups, individuals with disabilities, covered veterans and those with diverse experiences and backgrounds.