Guest Experience Coordinator and Operations Assistant

August 6, 2024
Title: Guest Experience Coordinator and Operations Assistant

Description: Under the supervision of the Director of Enrollment Management, the Guest Experience Coordinator and Operations Assistant is responsible for providing an outstanding experience for all guests who visit the Welcome Center (prospective students and their families, Hartwick community members, vendors, other visitors), administrative support for Admissions, and management of the College switchboard. The role has responsibility for coordinating and overseeing the work performed by Admissions Office student employees, ensuring that guest expectations are met or exceeded, and providing support to ensure efficient office operations. This role will be responsible for ensuring the highest quality experience for anyone visiting Hartwick College for any reason, making the Welcome Center a best-in-class environment for all guests.

Responsibilities:
Guest Experience

• Create a warm and welcoming environment for guests; ensure a tidy and professional appearance of the Welcome Center space.
• Ensure current day prospective student personalized tour greetings are displayed and necessary visit details are gathered in advance of guest appointments.
• Greet and direct guests to the appropriate area for assistance; ensure Enrollment Management staff and student employees are made aware of guest arrival.
• Coordinate with other campus offices on scheduling of guest visits with staff and / or faculty.
• Answer the main Welcome Center telephone and direct calls as appropriate.
• Manage the College switchboard.
• Provide oversight of check-in for on-campus Admissions Office events.
• Respond to inquiries for assistance in a positive, professional manner; respond to information requests with a high level of professionalism and confidentiality.
• Develop and maintain knowledge necessary to respond to guest inquiries and connect guests with appropriate resources where necessary.
• Direct guests on how to locate buildings and departments on campus.
• Issue parking passes to guests.
• Communicate with other departments and / or campus community to ensure awareness of Admissions events and necessary adjustments to parking availability, need for department assistance, etc.

Student Employee Coordination

• Oversee and schedule student employees, including oversight of student receptionists.
• Approve timecards for student employees in a timely manner.
• Coordinate the day-to-day work of the Admissions Office student employees; working with the Director of Enrollment Management and Assistant Director of Business Systems and Operations to understand resource needs.
• Communicate assigned projects and tasks to student employees; provide direction and guidance for projects and tasks (i.e., instructions, completion timeframe expectations).
• Act as the main point of contact for student employee questions.
• Provide feedback to student employees on work performed.
• Develop the weekly staffing schedule for student employees; act as the main point of contact for student employees for absences (illness, time off, etc.).
• Perform bi-monthly student employee time approval.
• Lead the interview and hiring process for student employees, when necessary.

Operational Support

• Manage and maintain the interview and campus tour schedule; coordinate with the Business Systems and Operations team members regarding needs for interviews and events in CRM.
• Work closely with the Assistant Director of Business Systems to ensure the timely and accurate processing of print mailings (i.e., decision letters, communication plan materials, ad hoc mailings) and to understand student employee resource needs for operations tasks and projects; ensure proper scheduling of student employees to support these efforts.
• Assist with college mailings to prospective students and community members.
• Ensure necessary level of prepped folders for Admissions Office (i.e., Admit Packets, Open House Folders).
• Maintain inventory of Admissions Office print materials and promotional materials; work with the Director of Enrollment Management and Director of Business Systems and Operations to purchase materials when necessary.

Executive Support

• Perform general administrative and executive support-related tasks for the Vice President of Enrollment Management, as necessary (i.e., tracking and follow up of meetings and projects, schedule meetings, printing and mailing needs)
• Serve as the communication link between the Vice President for Enrollment Management and Trustees; assist in gathering and developing materials for Trustees meetings.

General Functions