Housing & Residence Life Tours Coordinator

Housing & Residence Life Tours Coordinator

The George Mason University Housing and Residence Life Tours Coordinator fulfills a major role in the department through customer service and recruitment, program management, and student staff supervision. The HRL Tours Coordinator reports to the Assistant Director of Housing Operations and Special Projects and collaborates closely with the Assistant Director to oversee the HRL Tours program. This role includes supervision of the undergraduate Housing Tour Ambassadors (HTAs), while supporting the program's daily operations, such as staff scheduling, retention, training, and overall visitor experience.

In partnership with the Assistant Director, the Coordinator also serves as a liaison between Housing & Residence Life (HRL) and the Office of Undergraduate Admissions (UA), helping maintain clear and consistent communication between both areas.

Responsibilities:

• Supervises the Housing Tour Ambassador (HTA) staff in completion of their duties and provides feedback and learning opportunities as needed to support staff development, ensure effective performance, and maintain a high-quality visitor experience;
• Creates and maintains schedules for daily tours, event tours, and summer tours to ensure adequate staffing coverage;
• Attends HTA tours to observe staff performance and guest experience delivery and provides feedback and additional training as needed to support continuous improvement;
• Assists with the semesterly recruitment and selection process for HTAs, including posting positions, facilitating candidate interviews, and supporting marketing efforts to attract qualified candidates in order to maintain adequate staffing levels;
• Works with Administrative Specialists to update and prepare semesterly training materials, schedules, and expectations in order to ensure consistent staff onboarding and clear performance standards;
• Facilitates monthly HTA meetings, including program updates and professional development, to ensure clear communication, reinforce expectations, and support ongoing staff growth;
• Serves as the primary point of contact for daily tours Monday through Friday, with a rotating POC responsibility on Saturdays, to ensure consistent operational oversight of tour activities; and
• Reviews and approves HTA timesheets on a bi-weekly basis to ensure accurate time reporting, compliance with payroll procedures, and accountability for student staff work hours.

Required Qualifications:

• Bachelor's degree in related field, or equivalent combination of education and experience;
• Demonstrated experience providing leadership, guidance, or oversight to staff, volunteers, or project teams;
• Experience in customer service training, staff development, or coaching employees;
• Experience coordinating and managing complex scheduling systems, including staff coverage, events, and operational calendars;
• Knowledge of administrative and operational coordination, including event planning logistics, scheduling, and program management;
• Knowledge of customer service principles and best practices, with the ability to implement and promote within the Housing Tours programming and duty expectations;
• Demonstrated skill in developing and maintaining productive working relationships with stakeholders;
• Demonstrated interpersonal, oral, and written communication skills with the ability to communicate and engage effectively with varying audiences of constituents and departmental stakeholders;
• Demonstrated skill with creating effective organizational practices and administrative procedures;
• Skill in designing and implementing programs based on institutional priorities, including developing short- and long-term program and staffing goals;
• Ability to meet deadlines, work accurately and efficiently with attention to detail, and effectively balance multiple programs and projects simultaneously and adapt to changing priorities;
• Ability to prioritize work, allocate resources, and address operational challenges to support effective daily operations;
• Ability to work across multiple technology platforms and adapt to evolving software, systems, and operational processes;
• Demonstrated skill in identifying opportunities for process improvement and implementing effective approaches to address challenges; and
• Must currently possess an appropriate, active, valid motor vehicle operator's license that meets all of GMU's requirements for operating state vehicles and equipment under Mason's Vehicle Use Policy 1411 (Use the "Apply for this Job" box below). The Office of Risk Management reserves the right to review the driver's licenses and Motor Vehicle Reports (MVRs) of all candidates selected with employment contingent upon a favorable review.

Preferred Qualifications:

• Master's degree in related field;
• Experience collaborating with marketing, communications, or branding teams to develop promotional or informational materials;
• Prior experience in higher education, particularly in student housing/residence life, student staff…