Under the broad supervision of the Director for Graduate and Undergraduate Recruitment, the Campus Visit & Tour Guide Coordinator oversees all aspects of the admissions campus visit experience, on-campus admissions events, and social media responses on Berklee’s closed groups for accepted students. The Campus Visit & Tour Guide Coordinator manages a team of student employees. This position is responsible for staffing the admissions reception desk; assigning and training student employees to lead campus tours and information sessions with prospective students and their families; staffing open houses, yield events, and enrollment prep events; and handling online interactions with entering students. The effective management of this fast-paced, high-volume operation is critical in making a strong first impression on prospective students and their families. Evening and weekend hours required.
Essential Duties and Responsibilities:
Campus Tour and Admissions Visitor Experience
Develop a comprehensive campus visit experience that is targeted towards the prospective student and family audience. Employ processes that will enhance the campus visit, including:
Greet all Berklee Admissions visitors as their first point of contact.
Oversee reservations for Tours and Information Sessions.
Update the content of information sessions under the guidance of the Director for Graduate and Undergraduate Recruitment and in collaboration with Enrollment Marketing.
Coordinate with admissions back office to best serve and guide visitors during their trip to campus. Collaborate with Assistant Directors to welcome visitors and answer their questions.
Respond to phone and in-person inquiries and direct to the appropriate staff member or office; contact other campus department or staff on behalf of the visitor. Recommend tour/info sessions as appropriate and suggest other activities that may improve a campus visit experience.
Maintain awareness of admissions staff schedules to better serve visitor needs.
Maintain awareness and general understanding of departments and resources within the college and respond to questions about Berklee and the city of Boston.
Use space and technology efficiently to support the campus visit experience, including:
Ensure that technology in Admissions Lobby and Multi-Purpose Room (MPR) is maintained and fully operational.
Ensure that user instructions for MPR technology are updated and available.
Ensure that Admissions Lobby and MPR are at all times kept presentable and clean.
Ensure that Admissions Lobby materials are well stocked, neatly on display, replaced promptly when materials are updated, and that inventory needs are communicated in a timely manner to avoid shortfalls.
Manage maintenance log for MPR.
Act as primary scheduler for the Multi-Purpose Room.
Collect and analyze Campus Visitor feedback and provide regular reporting on campus tour data.
On-Campus Recruitment Events
Coordinate on-campus admissions events, Open Houses, Welcome Events, and Enrollment Prep Events for prospective students, admitted students, and their families.
Create and maintain overall event schedule.
Plan and reserve campus facility space.
Manage RSVP system.
Create staff assignments in coordination with appropriate managers.
Coordinate with Enrollment Marketing on event-related communications and promotions.
Employ the assistance of other campus offices and staff persons.
Collect and analyze data to assess effectiveness of events.
Represent the college during Boston A&I in support roles as needed.
Manage team of 15+ Admissions Student Recruiters
Identify, hire, train, and mentor student workers.
Monitor and supervise Admissions reception activities during regular business hours to ensure that front desk is properly staffed at all times, and to hold the team accountable for following customer service best practices and appropriate professional conduct.
Collaborate with other campus offices to improve understanding of college-wide business processes that affect both prospective and current students.
Schedule Student Employees for:
Information Sessions (on and off campus)
Front Desk Reception Coverage
Admissions Auditions and Interviews Events
Special Tour assignments, including group visits
Develop and maintain a Tour Guide manual.
Manage work-study responses to questions on a variety of social media platforms.
Receive and record incoming admissions documents and ensure they reach the appropriate person.
This is a fast-paced, high-volume operation staffed largely by student workers who require regular oversight and ongoing professional development and coaching.
Requires weekend and evening hours sometimes with short notice
Proven track record of event management and customer service related skills.
Ability to multi-task in a highly dynamic admissions environment.
Use of Salesforce and Eventbrite for customer service and managing campus tour registrations.
Knowledge of computer databases and standard software programs, most notably: Microsoft Office, Salesforce, and FileMaker Pro. Ability to learn new computer programs and easily adapt to both PC and Macintosh systems. Familiarity with Colleague preferred.
Must be creative, self-motivated and have the ability to work independently.
Strong leadership, administrative, and time management skills.
Proven analytical abilities and sound judgment.
Ability to train, supervise, and coach student workers.
Ability to communicate ideas clearly and effectively.
Budgetary management skills in regards to event planning and scheduling.
Undergraduate degree required. Musical training and experience preferred.
3+ years of experience in college admissions operations (or similar field).
FERPA knowledge and compliance necessary.
The above information on this position description has been designed to indicate the general nature and level of work performed by individuals within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Requirements are subject to possible modification to reasonably accommodate qualified individuals with disabilities. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.
External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.
*** Application Instructions Specific to this Position ***
Currently enrolled Berklee students may not apply for staff or faculty positions.
Applicants who are both interested and qualified should submit the following materials:
Cover letter that addresses the applicant’s capabilities and experiences.
A resume or CV.
Incomplete applications will not be considered. The position will remain open for applications until filled.
Berklee College of Music is committed to increasing the diversity of the college community and the curriculum. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area.
Berklee provides a diverse and inclusive work environment
We all share a universal love for listening to, and creating music
The mission of Berklee College of Music is to educate, train, and develop students to excel in music as a career. Developing the musicianship of all our students is the foundation of our curriculum. We believe that the lessons and qualities derived from that work?the self-discipline needed for excellence, the empathy required of music making and the openness and inquisitiveness essential to creati...vity?are critical to achievement in any pursuit, musical or otherwise; and that music is a powerful catalyst for personal growth, which is central to any collegiate experience. Founded on jazz and popular music rooted in the African cultural diaspora, our comprehensive curriculum is distinctly contemporary in its content and approach, and embraces the principal musical movements of our time. Through a course of scholarly and practical learning experiences integrating performance and writing, our curriculum covers the variety of influential styles, relevant technologies, and career opportunities open to today's music professional.