Visitors Centre Supervisor

2 months ago

Waterloo, Canada University of Waterloo Full time

Overview:
**Responsibilities**:
Campus Engagement Strategies
- Act as a lead Ambassador for the University of Waterloo. An excellent public speaker and presenter, prepared to speak on behalf of undergraduate recruitment topics when called upon
- Remain aware of, and sensitive to, cultural, language, religious, political, and socio-economic factors in University of Waterloo’s recruitment markets. Ensuring ability to speak credibly about all aspects of academic and university life to a variety of audiences
- Expert in undergraduate recruitment and admissions, education systems, transition issues, and University of Waterloo’s academic programs, co-op system of study, financing, residence, student life, and success after graduation
- Conduct research to identify MUR/client needs and competitor offerings to assist in meeting the university’s undergraduate recruitment objectives via campus visit and engagement activities
- Provide input and advice with respect to establishing budgets for projects and setting production schedules.
- Ensure that University of Waterloo’s branding and visual identity frameworks, messaging, and style guides are adhered to in all activities
- Manages a number of systems and full knowledge of operational systems processes (e.g. brochure requests, CRM, WhenToWork, Setster, Teams, etc.) that ensure the effective implementation of recruitment and admissions marketing initiatives
- Collaborates with the Campus Engagement Specialist to create and execute the annual campus engagement strategic plan

Leads, Motivates, and Mentors Staff
- For all staff who report to them, leads collaborative projects, sets clear and reasonable expectations, provides ongoing feedback, ensures the delivery of results, and establishes a strong foundation for performance through a comprehensive training program
- Facilitates staff onboarding and hiring and tracks, processes, and submits biweekly payroll for casual student staff
- Coordinates and occasionally facilitates professional development workshops for ambassadors
- Creates and maintains a work environment that fosters, recognizes, and rewards supportive mentorship, professional quality, respectful communication, creativity, positive energy, and synergy
- Provide training, support, and materials for campus partners in: Campus Tours, Campus Visits, Student Ambassador Engagement, and Visitors Centre Operations
- Maintains a robust campus network in order to appropriately refer specific inquiries or difficult/complex queries directly to the correct person or department. Determines when referral to Program Coordinators, Admissions or Records Assistants is necessary and recommends alternatives

Operational Management
- Manage Visitors Centre day-to-day operations, which annually services approximately 50,000 visitors ranging from prospective students and influencers (i.e. parents, guidance counsellors, etc.) to co-op employers, alumni, the general public, and the on-campus community (current students, staff, faculty, campus partners, etc.)
- Accountable for being the constant in the Visitors Centre and a large focus on support for co-ops and Student Ambassadors, and overall exceptional customer service to all guests and interactions
- Responsible for physical operations and appearance of the Visitors Centre; promotional displays, furniture, technology, and overall cleanliness
- Balance deadlines and responsibilities associated with managing on-campus visits and inquiry management while accommodating interruptions to deal with a wide range of questions, and public relations issues as they arise
- Assist with campus events and marketing initiatives, which involve but are not limited to on-campus open houses, Ontario Universities’ Fair, special events, campus tours, and virtual events and tours
- Coordinate all visit bookings, focus on prospective students and key influencers:

- Campus tours (coordinate and conduct)
- Handoff for residence, faculty, program, and college specific tours
- Personalized visits, specific requests made for customized time and/or route/content
- School groups, accommodating large groups, 100+
- VIP guests as identified by MUR and University administration
- University of Waterloo staff, campus partners
- Ensure an effective and coordinated on-campus team to ensure the success of campus events
- Creates Marketing Action Plans for all initiatives for which they are responsible, accurately document all components of their work to ensure transparency, communication, and accountability of all contributors
- Responsible for inputting and maintaining accurate budgets for monthly reporting
- Staffing and operational readiness of the Visitors Centre (which is open 6 days per week) plus any additional staffing needs for special tours/activities
- Tracking and reporting inquires, responses, and engagement
- Manage promotional collateral inventory and distribution

Other
- Participate in MUR recruitment events and in the administration of sp

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