Enrollment Front Desk Office Manager

Job Details

The Enrollment Front Desk Office Manager serves as the first point of contact and face of Enrollment and is responsible for leading all front-facing operations within the Welcome Center. This role ensures a high-touch, concierge-level experience for prospective students, families, and visitors while managing the day-to-day operational flow across Admissions, Financial Aid, Operations, and related enrollment functions.

This position owns the front desk, visitor experience, and Welcome Center operations, including staffing, training, communication flow, and coordination across all enrollment units. The Office Manager plays a critical role in shaping first impressions, removing barriers, and ensuring a seamless, personalized experience from arrival through enrollment.

Rate: $20.23-$21.40, 35-hours per week

Key Responsibilities:

Welcome Center & Front Desk Leadership:

• Serve as the primary front-facing representative for Enrollment, delivering a warm, professional, and personalized experience to all visitors.
• Oversee all daily operations of the Welcome Center, ensuring seamless coordination of appointments, walk-ins, and visitor flow.
• Manage and maintain a high-functioning front desk operation, including coverage, scheduling, and service standards.
• Establish and enforce customer service protocols that reflect a concierge-level experience.
• Responsible of the Admissions email inbox, and answering the main phone line.
• Ensure the Welcome Center environment is inviting, organized, and brand-aligned at all times.

Operational Management & Coordination:

• Act as the central hub for enrollment operations, coordinating across Admissions, Financial Aid, and Operations.
• Manage front-end operational workflows including visitor check-in, appointment routing, and communication handoffs.
• Partner with Enrollment Operations to ensure accurate data entry, visit tracking, and CRM (Slate) utilization.
• Identify inefficiencies and implement process improvements to streamline the visitor and student experience.
• Support real-time problem solving for students and families, ensuring quick resolution or appropriate escalation.

Visitor Experience & Personalization:

• Design and implement a high-impact, personalized visit experience for all campus guests.
• Coordinate daily visit logistics including individual visits, group visits, and special populations.
• Serve as a relationship builder, ensuring families feel supported, informed, and confident in Alfred University.
• Partner with admissions counselors and financial aid staff to ensure seamless handoffs and consistent messaging.
• Monitor visitor feedback and continuously enhance the end-to-end experience.

Student Staff Leadership (Ambassadors & Front Desk Team):

• Hire, train, and supervise student ambassadors and front desk staff.
• Develop a structured training program focused on customer service, communication, and brand representation.
• Ensure consistent, high-quality delivery of tours, greetings, and visitor interactions.

Events & Visits Integration (Operational Focus):

• Support execution of major enrollment events (Open Houses, Accepted Student Days) with a focus on logistics and visitor flow.
• Ensure all events align with Welcome Center operations and service standards.
• Coordinate cross-functional logistics with campus partners to ensure smooth execution.

Qualifications - Education & Experience, Knowledge, Skills & Abilities:

• Bachelor’s degree required
• 3+ years of experience in customer service, operations, or front-facing management
• Experience supervising staff (student or professional)