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.
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.
Bachelor’s Degree required plus 3-5 years professional experience, preferably in admissions and communications or marketing. 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.
Must hold and maintain a valid, unrestricted United States driver’s license, with an insurable driving history as determined by Bentley’s insurance carrier.
BENTLEY UNIVERSITY is one of the nation’s leading business schools, dedicated to preparing a new kind of business leader – one with the deep technical skills, broad global perspective, and high ethical standards required to make a difference in an ever-changing world. Our rich, diverse arts and sciences program, combined with an advanced business curriculum, prepares informed professionals who mak...e an impact in their chosen fields. Located on a classic New England campus minutes from Boston, Bentley is a dynamic community of leaders, scholars and creative thinkers. The Graduate School emphasizes the impact of technology on business practice, in offerings that include MBA and Master of Science programs, PhD programs in accountancy and in business, and customized executive education programs. The university enrolls approximately 4,100 full-time undergraduate, 140 adult part-time undergraduate, 1,430 graduate, and 34 doctoral students. Bentley is accredited by the New England Association of Schools and Colleges; AACSB International – The Association to Advance Collegiate Schools of Business; and the European Quality Improvement System, which benchmarks quality in management and business education.