Assistant Director of Guest Relations & Campus Visits - UMD Admissions

The Office of Admissions invites applications for a full-time (1.0 FTE), 12-month, fixed-term, Professional/Administrative (P&A classification) position serving as the Assistant Director of Customer Relations & Campus Visits. This position is with the University of Minnesota Duluth.

Reporting to the Director of Admissions, the Assistant Director of Guest Relations & Campus Visits will provide the leadership, direction, and management of guest relations, including the front desk and campus visit center operations, and serve as the direct supervisor of the Guest Relations Specialist and Coordinator of Visits and Programming. The Assistant Director leads in the vision, direction and development of all campus visit events, including general campus visit programs, group tours and events, campus preview days, Saturday visits, Admitted Student Days, and other large visit event days and the prospective student and guest experience. The Assistant Director of Guest Relations & Campus Visits is responsible for providing a visit experience that exceeds the expectations of 15,000 annual visitors. This position is responsible for helping the Office of Admissions meet annual enrollment goals.

Position Duties:

30% Lead and direct campus visits and events (on-campus and virtual)

• Supervise and direct the day-to-day operations of the Admissions Visitor Center and front desk;
• Lead, plan, schedule, and coordinate daily tours, visit programs, and large event days;
• Lead and collaborate with campus partners for event participation: Collegiate Units, Student Life, Office of Diversity & Inclusion, Housing, etc;
• Lead, design, and maintain all visit program-related functions within the Slate (CRM) system;
• Oversee and manage the Admissions budget as it relates to campus visits and programming (approximately $150,000);
• Consult and direct the Enrollment Management Marketing & Communication (EMMC) team in developing and delivering timelines and content for publications, including invites, emails, web pages, etc.;
• Determine and set dates/times, itineraries, parking, and space reservations;
• Estimate, order, and arrange catering for visits;
• Coordinate preparation and delegate setup of on-campus and virtual programs and events;
• Organize materials and prepare campus visit signage;
• Oversee and serve as the primary point of contact for admissions virtual map and assist with map maintenance and updates;
• Maintain records of attendance and evaluations for program improvement;
• Utilize visitor feedback results to enhance the visit experience. Direct admissions staff in the implementation of identified improvements;
• Work with the Coordinator of Visits and Programming to schedule and coordinate tour guides for visits and events;
• Provide admissions presentations at events as needed.

20% Office of Admissions Responsibilities

• Serve as a member of the Admissions Leadership team and contribute to the overall strategic operations of the admissions office;
• Lead, build, and maintain collegial and productive working relationships with all offices and personnel on campus;
• Supervise clerical and/or student employees, as needed, to carry out tasks that enhance recruitment and enrollment processes;
• Conduct and facilitate admissions purchasing process as it relates to general admissions supply and front desk and visit operations needs (i.e., promotional materials, program, and tour guide items);
• Manage office inventory such as promotional items and informational pamphlets and maintain inventory request process for Admissions staff and campus partners;
• In collaboration with the Admissions Leadership team, develop and monitor statistical reports to enhance recruitment strategies and operational efficiency;
• In collaboration with the Admissions Leadership team, oversee the work of field staff in their work related to campus visits and programming to support new high school and transfer student recruitment;
• Onboard and participate in the training of new Admissions staff;
• Represent the Office of Admissions on campus committees and to constituent groups;
• Represent the University at professional conferences and events;
• Stay current with regional and national trends in student recruitment and attend the Collegiate Information and Visitor Services Association (CIVSA) annual conference with the expectation of incorporating best practices at UMD;
• Utilize enrollment software technology to meet enrollment goals.

15% Staff Supervision

• Serve as the hiring authority, assign and direct the work of the following staff:
  • Guest Relations Specialist (1)
  • Coordinator of Visits and Programming (1)
    * Student Tour Guide Coordinators
    * Student Tour Guides
• Lead staff meetings and coordinate staff training;
• Establish program priorities and coordinate staff work activities;
• Delegate projects and tasks to ensure completion of team and office goals;
• Provide feedback to staff through ongoing interactions and the administration of annual performance appraisals;
• Identify needs and opportunities for staff training and mentor individual professional development;
• Support supervision and delegation of work for Tour Guide Coordinators and Tour Guides.

10% Reports and Statistics:

• Maintain statistics of daily visitors to UMD through the use of assessment tools such as Qualtrics and Slate;
• Compile information into monthly, quarterly, and annual reports;
• Analyze and review visit evaluation feedback to inform future campus visit experiences;
• Identify areas of improvement based on assessment data;
• Implement changes as a result of program assessments and evaluations.

10% Group Visits

• Provide direct supervision and professional mentorship for the Coordinator of Visits and Programming;
• Support and assist the Coordinator of Visits and Programming in the coordination, management, and facilitation of 80-100 group requests a year;
• Coordinate special tours as requested (campus partner and candidate tours);
• Work closely with campus partners to determine strategic collaboration efforts: Collegiate Units, Office of Diversity & Inclusion, American Indian Learning Resource Center;
• Provide admissions presentations as needed.

10% Daily Office Assistance

• Serve as the first point of contact for the Guest Relations Specialist and student staff, providing front desk and phone coverage and utilizing campus and office knowledge to assist with general problem-solving;
• Provide coverage for the front desk and phone (as needed);
• Serve as the primary backup staff for the Guest Relations Specialist;
• Interact with prospective students and families in a courteous, pleasant, tactful, and professional manner. Answer general questions of broad University scope;
• Support Guest Relations Specialist with departmental purchases as necessary.

5% Other Duties as Assigned

Required Qualifications:

• BA/BS degree plus at least five years of relevant experience, or master's degree plus at least three years of relevant experience.

Preferred Qualifications:

• Experience within higher education admissions/recruitment responsibilities;
• Demonstrated regard for quality and accuracy, attention to detail, excellent organizational and time management skills, ability to plan, prioritize, and work on various projects;
• Demonstrated commitment to promoting and enhancing diversity;
• Demonstrated ability to work successfully with a diverse population of students, faculty, staff, and external parties;
• Experience in motivating others within a team environment;
• Experience in utilizing data to inform actions and decisions;
• Evidence of flexibility and responsiveness in meeting new challenges;
• Experience or training in PeopleSoft and Slate CRM;
• Previous supervisory experience managing student and professional staff;
• Excellent customer service and relationship-building skills;
• Ability to demonstrate qualifications related to event planning, public speaking, and writing;
• Experience interpreting, applying, and explaining policy.
  

The Office of Admissions is housed within the division of Strategic Enrollment Management (SEM) under the Office of the Chancellor. The division of SEM is committed to creating a culture of engaged partnerships that enhance the experiences of prospective and currently enrolled students, support student development and engagement, and lead to timely graduation. SEM provides leadership, services, and structures to attract, enroll, retain, graduate, and develop students. Through comprehensive recruitment activities and holistic admissions, financial education and wellbeing support, new student and parent transition information and programs, optimization of student financial aid, high-quality communications, valid data and analyses, high-quality registration and student records services, tools supporting degree progress and networked support, and compliance with University policy and state and federal laws, SEM supports the University's mission and commitment to academic quality, diversity, equity, and inclusion.

Pay Range: $56,500-$60,000; depending on education/qualifications/experience

Time Appointment: 75%-100% Appointment

Position Type: Faculty and P&A Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost

While our salary ranges provide a framework, it is important to note that most of the time, the initial pay may not reach the maximum of the range. This approach ensures that compensation reflects the value and unique contributions of each candidate while maintaining equity within our organization. As part of our commitment to fair and equitable compensation, please be aware that the salary offered to incoming candidates will be based on their individual credentials and experience.

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will have the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

Finalists will be asked to provide references.

Application review will begin on March 18, 2025. For a completed application, please include a resume and cover letter. This position will remain open until filled.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

University of Minnesota, Duluth (UMD)

The University of Minnesota, Duluth (UMD) consistently ranks among the top Midwestern, regional universities in U.S. News and World Report's "America's Best Colleges" issue.

Overlooking Lake Superior, UMD provides an alternative to both large research and small liberal arts environments and attracts students looking for a personalized learning experience on a medium-sized campus of a major university. A firm liberal arts foundation anchors a variety of traditional degree programs, as well as professional and graduate students that draw on UMD's many research institutes and labs.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).