Position Title

Tours & Virtual Experiences Manager

Position Type

Regular

Job Number

SA7202122

Full or Part Time

Full-Time 40 Hours Weekly

Fair Labor Standard Act Classification

Non-Exempt

Anticipated Pay Range

$21.50 - $31.25

Pay Range Information

Job Description Summary

Responsibilities

• Manage the campus tour visit experience, from pre-arrival through time on campus to follow-up communication.
• Work with Office of Admission staff and student workers to create a friendly environment that provides a high level of customer service to campus guests.
• Oversee the Visitor Welcome Center during busy visit days or when student staffing is unavailable.
• Provide prospective students and parents information regarding Chapman University programs, resources and services as well as the Chapman Community.
• Provide oversight in the execution of all campus visit programs including visit days, counselor visits, campus tours, group visits, Panther for a Day, and Admitted Student Experience.
• Regularly review, optimize and report on the campus visit experience. Use feedback to optimize the visit experience.
• Book locations for admission related sessions as needed.

• Serve as a member of the Office of Admission Student Management Team, which hires, trains and manages student workers and volunteer team.
• Supervise and evaluate tour guides and student staff relevant to the visit experience.
• Develop necessary training materials and processes as it relates to tours, the in-person/virtual visit experience and hosting social media events/takeovers.
• Manage Admission Volunteer Team Coordinator to utilize Admission Volunteers as support staff for visitor program.

• Work with students, admission counseling team and other university staff and faculty to create live social media events and Q&As (Instagram, TikTok, YouTube, Facebook, etc.).
• Manage regular student takeovers that showcase student life and experiences.
• Create short, tour- and visit-themed social media videos.
• Regularly review and optimize social media event offerings and optimize for user interest and engagement.
• Work with communications team to promote social media events via email and website.

• Manage supporting software/marketing tools that connects current and prospective students or creates a virtual community for our admitted/incoming students.
• Manage self-guided tours process, which includes the Chapman self-guided tours app.

Required Qualifications

• Experience as a campus tour guide and/or overseeing the campus tour experience for a college/university.
• Demonstrated knowledge of social media best practices for engaging audiences and
• Demonstrated customer service and interpersonal skills, including the ability to foster effective relationships and work with a diverse group of individuals from within and outside the university community.
• Strong written communication skills to prepare clear and concise directions.
• Strong problem solving and analytical skills, including the ability to formulate and communicate logical conclusions and recommendations.
• Strong oral communication skills to convey accurate information in a tactful and diplomatic manner.
• Ability to learn and interpret university and department policies and procedures.

Desired Qualifications

• Knowledge of Chapman University academic and student life.
• Demonstrated knowledge of social media skills.
• Experience using a CRM system.
• Knowledge of best practices in promotional video and photography.
• Knowledge of digital asset management systems.