Guest Services Manager

Summary

The Guest Services Manager is the lead for customer service within the admissions department in collaboration with the leadership team. This is exhibited in managing hospitality initiatives for university guests and in leading customer service strategies for the department. This role is the departmental lead in collaborating on the development of service levels, designing training, and overseeing the execution and adaptation of customer service training.

The Guest Services Manager is also the primary greeter for all visiting students and university guests. They welcome all arriving admissions visitors and lead their team in walking each guest through their agenda providing an overview of their experience and inquiring about any additional needs. They manage the welcome center and oversee a student team that supports administrative and visit functions. This position also provides administrative and CRM system support for the visit team.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Customer service leadership:

• Develop customer service protocols, service levels, and metrics that can be used across the admissions department in collaboration with the leadership team.
• Design and deliver customer service training across the department and provide coaching and guidance to current team members concerning service levels and methodologies.
• Manage the welcome center and visitor spaces including ambiance, hospitality, and navigation to provide the best customer experience possible.
• Hire, train, and manage the Guest Service Assistant (GSA) student team that is fully equipped to welcome guests, offer hospitality, escort guests to meetings/activities around campus, and provide front-desk coverage.
• Develop and implement a hospitality curriculum for student team(s) that interact with guests
  
  

Guest hospitality:

• Greet all arriving admissions visitors with the highest levels of customer service, taking a concierge approach in all interactions with guests.
• Review visit agendas with visiting students/guests to ensure we have met all expectations for their visit while also responding immediately to any additional requests.
• Collaborate with enrollment team members to adjust any visitor experiences in a timely and hospitable manner.
• Communicate effectively and efficiently with all contacts/students/guests providing clear and helpful information for their visits promptly.
• Support the visit and event teams to assist in individual visits, school trips, and other events impacting new student recruitment.
• Work within Slate and other university systems to record detailed notes, manage updates and changes to event registration systems, and regularly use the system to track registrations, attendance, and adjustments.
• Develop CRM reports and queries as needed to support the visit department.
• Assist the admissions leadership team with various projects and responsibilities that enhance recruitment efforts for Calvin University.
  
  

Supervisory Responsibilities

This position supervises (hires, trains, and evaluates) a team of students serving as Guest Service Assistants during the academic year and the Summer Team (hybrid University Guide & GSA) during May-August. They may also direct the student Visits Assistant(s) as needed.

EDUCATION And/or EXPERIENCE

The position requires a bachelor's degree or equivalent. The position requires one to three years of related experience.

Skill Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• HOSPITALITY- The Guest Service Manager must always care for students and guests with a positive, helpful, and generous customer service mindset.
• COMMUNICATION SKILLS- This position requires the ability to identify needs and goals through active listening, explain complex details to others, and share information with others in written and verbal communication methods. This position also handles confidential information.
• ORGANIZATION- A demonstrated ability to organize and communicate complex information is required.
• COMPLEXITY- This position requires the ability to solve problems and deal with a variety of variables in situations where only limited standardization exists. Instructions may be furnished in written, oral, diagram, or schedule form.
• DECISION MAKING/JUDGEMENT- Demonstrated ability to make judgment calls aligned with the university and department mission and vision regarding event management.
• TECHNICAL SKILL- This position will require advanced usage of a CRM database system to access forms and processes as well as perform data entry. Development of reports & queries for measurement and analysis is also needed.
  
  

Additional Skill Requirements:

• Ability to connect with diverse audiences with a focus on relationship-building
• Ability to work evenings and weekends as needed.
• Ability to work independently, without supervision
  
  

PHYSICAL DEMANDS/WORK ENVIRONMENT

The work in this position is performed within routine office conditions, usually without exposure to hazardous or unpleasant conditions. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Proofreading and checking documents for accuracy.
• Using a keyboard to enter, retrieve, or transform data.
• Closely observe monitoring devices for 2 hours or more at a time.
• Lifting 40 lbs. or less.
  
  

FAITH and EDUCATIONAL COMMITMENT

• Commitment to the educational mission of Calvin as a Christian liberal arts University affiliated with the Christian Reformed Church.
• A commitment to the Christian faith and to the integration of faith, learning, and student development.
  
  

DIVERSITY COMMITMENT

Demonstrated awareness and commitment to effectively establishing relationships and positive communication across multiple dimensions of diversity including, but not limited to, race, gender, physical limitations, class, or religious perspectives.