Housing & Residence Life Tours Coordinator

The Chronicle Of Higher Education, Inc.; Chantilly (VA); On-site; USD 45,000 - 55,000; Full time

Job summary

George Mason University Housing and Residence Life is seeking a Tours Coordinator to lead the Housing Tour Ambassador program, manage daily tours, and ensure a high-quality guest experience. Reporting to the Assistant Director, you will supervise HTA staff, coordinate recruitment, training, and scheduling, and collaborate with UA Admissions and UL Marketing to promote campus tours.

This full-time on-site role requires a valid driver's license and a commitment to service in a diverse university

Qualifications

• Bachelor’s degree in related field or equivalent experience.
• Experience supervising staff or volunteers.
• Experience in customer service training or coaching.
• Experience coordinating complex scheduling and events.
• Knowledge of event planning, scheduling, and program management.
• Strong communication and stakeholder relationship skills.
• Must possess active motor vehicle operator’s license.

Responsibilities

• Supervise Housing Tour Ambassador (HTA) staff and provide coaching to ensure high-quality visitor experiences.
• Create and manage schedules for daily, event, and seasonal tours to ensure adequate staffing.
• Attend HTA tours to observe performance and provide feedback and training.
• Assist with HTA recruitment and candidate interviews; support marketing to attract qualified candidates.
• Coordinate with Administrative Specialists to update training materials and onboarding standards.
• Run monthly HTA meetings and communicate program updates; support staff development.
• Serve as primary point of contact for tours Monday–Friday with weekend rotation for coverage.
• Review and approve HTA timesheets bi-weekly to ensure payroll accuracy.

Skills

Leadership

Customer service

Scheduling

Communication

Interpersonal skills

Office admin

Driver's license

Education

Bachelor's degree

Equivalent experience

Job description

Department: University Life

Classification: Admin Office Specialist 3

Job Category: Classified Staff

Job Type: Full-Time

Work Schedule: Full-time (1.0 FTE, 40 hrs/wk)

Location: Fairfax, VA

Workplace Type: On Site Required

Sponsorship Eligibility: Not eligible for visa sponsorship

Pay Band: 03

Salary: Salary range starting low $50k, commensurate with education and experience

Restricted: Yes

Criminal Background Check: Yes

Motor Vehicle Records Check: Yes

Important Eligibility Requirement

Employees in this position are required to operate university vehicles in accordance with George Mason University Vehicle Use Policy 1411. Applicants must possess and maintain an active, valid driver's license that satisfies university requirements. Final candidates are subject to a Motor Vehicle Report (MVR) review, and successful completion of the review is a condition of employment.

Minor or major driving violations may affect eligibility for employment. Applicants with prior driving infractions need to review the Eligibility & MVR Review Information ( English / Spanish ) document before applying.

About the Department

Housing & Residence Life (HRL) is an auxiliary organization within the University Life unit of George Mason University. HRL employs over 170 full-time and graduate staff members and over 200 undergraduate student staff members. HRL oversees student housing areas comprised of roughly 6,100 beds within over forty residential facilities, as well as housing the distributed campuses including the Science & Technology campus and the Smithsonian-Mason School of Conservation.

HRL is committed to providing a safe, student-centered environment that is inclusive of the global community, and dedicated to creating a home that enriches the experiences of our students, staff, and faculty.

About the Position

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

Student Staff Supervision:

• 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;
• 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.

Program Development:

• Collaborates with the Housing & Residence Life (HRL) Assessment Analyst by sharing program data and guest feedback, participating in regular review meetings, and collaborating on assessment tools and analysis to identify areas for program improvement and enhance the overall Housing Tours guest experience;
• Collaborates with the HRL Assignments team by communicating semester tour space needs, collaborating on availability and room assignments in order to secure appropriate tour spaces each semester, and ensures uninterrupted tour operations and a positive guest experience;
• Collaborates with University Life (UL) Marketing and Communications to utilize HTA staff in promotional social media content, virtual recorded tours, and other HRL content, to support recruitment efforts;
• Develops a forward-looking plan for overall program direction and staffing goals by analyzing program needs, staffing patterns, and anticipated demand to guide recruitment, training, and operational planning;
• Evaluates opportunities for student staff leadership within projects and departmental opportunities by identifying appropriate roles, responsibilities, and developmental experiences for HTA's to strengthen leadership development and enhance overall program effectiveness;
• Assists in designing, ordering, and maintaining inventory of HTA uniforms and guest merchandise (e.g., polos, hats, water bottles) to ensure consistent branding, adequate supply, and a professional presentation that supports the HRL Tours program and guest experience.

Customer Service & Guest Experience:

• Coordinates with UL Marketing and Communications to develop marketing materials and informational pamphlets for HRL;
• Provides customer service training to HTAs and other student staff members on service standards, communication, and guest experience in order to ensure consistent, high-quality customer service and enhance the overall visitor experience;
• Assists HRL participation in large-scale Admissions events to support effective departmental representation and provide positive experience for prospective students and guests. Responsibilities include using a golf cart to transport guests between residence hall tour locations on opposite sides of campus during simultaneous events, as well as moving room decorations, promotional materials, and event supplies between event sites;
• Develops methods of implementing customer service industry best practices across HRL operations and the wider department by identifying service standards in order to enhance consistency, efficiency, and the overall quality of the student and guest experience;
• Liaises with the Office of Undergraduate Admissions (UA) to ensure a seamless tour transition and overall positive George Mason University guest experience;
• Identifies opportunities for cohesive, department wide message and branding by reviewing existing communications, programs, and materials across HRL to enhance consistency, reinforce institutional identity, and ensure a unified and professional presentation of the department.

Departmental & Divisional Responsibilities:

• Supports divisional planning initiatives and other special projects assigned. Actively participates in UL divisional meetings, initiatives, and in-person events to stay connected with divisional and institutional priorities, and to foster a cross-unit collaboration. Participates in professional development workshops and training sessions for staff across the division to promote continuous learning and skill enhancement;
• Stays informed about best practices, research, and emerging trends in higher education and student support services to ensure HRL remains innovative and responsive to the evolving needs of the student body;
• Supports divisional initiatives and other special projects as assigned, actively participating at in-person events and volunteer opportunities to represent HRL and UL effectively to the campus community;
• Assists in fulfilling the duties of vacant positions within the department, as needed, to ensure continuity of services, maintain program effectiveness, and support the ongoing operations of HRL.

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 programmatic 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;
• 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. 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 supervision, or campus tour and admissions-related programs;
• Prior experience with program or independent project management;
• Experience implementing program evaluations and improvements;
• Experience facilitating meetings, professional development sessions, or performance feedback conversations;
• Demonstrated experience providing leadership, guidance or oversight to student staff;
• Knowledge of program development and assessment practices in a higher education or student affairs setting.

Equity Statement

George Mason University is an equal opportunity/affirmative action employer, committed to promoting inclusion and equity in its community. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any characteristic protected by law.

Campus Safety Information

Mason’s Annual Security and Fire Safety Report is available at http://police.gmu.edu/annual-security-report/.