Specialist - Guest Experience

Illinois Central College is a high-volume organization with many guest service interactions. The Guest Experience Specialist is critical in establishing relationships with our students and visitors. This person welcomes students, future students, and campus guests onto the campus and sets the tone for their experience. The successful candidate must love being involved with customers, enjoy problem-solving and information sharing, and deliver consistently strong customer service. This person must be an energetic team player with a positive attitude to help the students and visitors positively experience and support the College to operate as efficiently and effectively as possible. This position is responsible for satisfying and exceeding guest expectations by delivering outstanding guest experiences through campus and program knowledge.  This position may occasionally work evening for events.

Compensation for the Guest Experience Specialist is $17.90- $20.58 per hour.

In order to have a complete application, you must provide a resume and cover letter.

Essential Functions:

This list is meant to be representative, not exhaustive. Some incumbents may not perform all the duties listed, while related duties may also be assigned in other cases. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Provide concierge services to students, employees, and visitors, including problem-solving, conflict resolution, information-sharing, and wayfinding. 

• Welcome and assist all guests needing services in Admissions, GED/ESL, Early College, Student Success Area, TRiO, and Workforce Development. 

• Triage guests' requests by employing complex critical thinking skills, including decision-making, analyzing situations, and synthesizing information gained from individuals. This process includes asking appropriate questions to identify client needs. 

• Ability to work with Customer Relationship Management (CRM) system, scheduling software, and student information database 

• Assist students with the enrollment process from admission to registration, including scheduling test placement, advisement, bookstore pickup, student IDs, and navigating the My ICC student portal 

• Coordinate event agendas for prospective students visiting the Peoria Campus 

• Conduct tours with and for the College President, Admissions, Marketing, Foundation, and other administrators as appropriate. 

• Coordinate and manage communication between guests and staff, mainly between Enrollment Services, Student Services, Testing, and Admissions. 

• Assist students through the Health Careers and CNA application process by submitting applications and required documents.  

• Assist in preparing the selective admission/enrollment Health Careers Applications for the Review Committee.   

• Assist in monitoring all Health Careers and CNA orientation and registration meetings 

• Assist in coordinating with the Lead Health Career Success Advisor to maintain record or program enrollment data 

• Assist students with the completion of the Health Career and CNA pre-enrollment process  

• Monitor and schedule daily reservations for from Target X with Admissions and Workforce programs. 

• Assist with Faculty needs for the Peoria Campus, including mail delivery, classroom, and office support 

• Advise with coaching and managing guest relations techniques to adhere to all standards and operating procedures  

• Respond to guests' needs, anticipate their unstated ones, and follow up with them to ensure their requests have been satisfied 

• Act as a crucial information provider for class and event cancellations or other interruptions on the Peoria Campus 

• Act as a central repository to maintain and provide accurate information for the College, including office hours, policies and procedures, staff positions, etc  

• Answer telephone calls, take messages, forward calls, and manage the general email for the College 

• Communicate courteously and respectfully to all internal and external guests. 

• Perform other related duties as required. 

Minimum Qualifications:

The requirements below represent the knowledge, skills, and abilities required to perform the essential duties and responsibilities satisfactorily. 

• A high school diploma with 2 years of experience in hospitality, business administration, or customer service. 

• Experience in guest relations. 

• Experience using PeopleSoft, Workday, Scheduling and/or CRM software. 

• Ability to use Microsoft Office Suite, social media technology (Facebook, Instagram, Twitter, Snapchat, etc.). 

• Effective interviewing and probing to identify client needs. 

• Ability to establish a rapport with others and cultivate relationships quickly. 

• A team player and problem-solver who understands how to work with all customers and solve problems.  

• Ability to handle challenging situations and be able to perform multiple tasks at one time. 

Preferred Qualifications:

• Associate's degree in a related field.

• Fluent in English and Spanish. 

• Professional experience in higher education. 

• Extensive & current knowledge of ICC policies, personnel positions, office hours, phone numbers, and functions. 

Illinois Central College provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, national origin, age, ancestry, pregnancy, physical or mental disability, sexual orientation, gender identity or expression, marital or familial status, order of protection status, use of VESSA rights, genetic information, military or veteran status (including discharge status), or any other protected status in accordance with applicable federal, state, and local laws.