[civsa] Spring Break influx questions

[Caracci, Rachel]

Hi Tamara and all on the listserv,
Please see the answers to Illinois State University below. The next three weeks are very busy for our office.  We usually offer 2 tours per day but during these three weeks we've offering 3.

If you'd like any additional insights please don't hesitate to reach out to me.
Sincerely,


Rachel Caracci
Associate Director of Admissions
Illinois State University
p. 309.438.5745
e. Rachel.Caracci at IllinoisState.edu<mailto:Rachel.Caracci at IllinoisState.edu>
[https://secure.ilstu.edu/identity/images/email-signature/IllinoisState-STATEyourPassion.png]

From: listserv [mailto:listserv-bounces at civsa.org] On Behalf Of Tassler, Tamara
Sent: Tuesday, March 24, 2015 1:55 PM
To: listserv at civsa.org
Subject: [civsa] Spring Break influx questions

Hi all,

I know everyone is busy with tour season and spring breaks right now!  We are really feeling the brunt of the season here in Fort Myers this year - perhaps it's because of all of the snow up north!  :)

Our office not only gives tours of campus but also answers the incoming 800 calls for the Office of Admissions.  We have a set work schedule we follow for the semester so when the schedule comes out at the beginning of the semester, they have to follow it/find coverage for the whole semester if they are unable to cover a shift.  The entire team at the Welcome Center is trained to answer the calls as well as give tours.  During the busy season, we have fewer guides available to answer phones (because they are giving tours) and have to ask for help answering phones from other offices.  I am wondering how those of you who get slammed with spring break tourists handle your regular daily procedures - especially tours - are those weeks any different than the rest of the year, etc.  Basically I'm trying to find out if anyone turns away visitors. If you do, how do you prioritize visitors (first come/first served or applicants/admitted etc.)?  Does anyone else have their team answering phones and if so, how many calls on average do you get in a week?

1 - do you alter your tour times for Spring Break weeks? Yes, we offer 10am, 11am and 1pm.  11am tour is added for these weeks.

2 - how many people do you put in one tour group/what is the largest you will go per guide? Generally we have 3 tour guides scheduled during these busy weeks (and on all Fridays throughout the year), so the average tour is about 16 or less. Our room only holds 50 and if we only had two tours guides available, the absolute maximum would be 25 participants per tour.

3 - do you have to transport your tours around campus - bus, van, golf cart?  No, all walking tour.

4 - how large is your tour staff?  We have 39 in total -  29 ambassadors and 10 additional tour guides. Tour guides only tour visitors around campus while ambassadors also answer phones and speak on student panels.  The tour guide position is new this semester to help accommodate smaller groups during full sessions and weekends events/visits.

5 - do you give special tours/group tours during these busy weeks?  (we call a group traveling from a specific hs/location/etc a special tour) Not usually, but we are hosting a limited few.  We try very hard to offer these sessions for the general public.  We are also hosting an Open House on 3/30 that more than 2,500 are registered for, including 300 students who are on special/group tours on this date.

6 - have you changed your processes for giving tours during these times?  What process did you follow previously?  As I mentioned above, we add a third session to accommodate all of our visitors. We also check-in visitors down the hall from our admissions office near the front door.  This check in process helps alleviate congestion in our office. The counselor presenting that day helps 30 minutes prior to the session along with a student ambassador. This provides a smoother check-in experiences for guests.


I welcome any insight and examples of how you alter your normal procedures for these types of weeks.

Happy touring!

Tami



Tami Tassler
Associate Director of Admissions Marketing and Communications
Manager of Margaret S. Sugden Welcome Center
Florida Gulf Coast University
10501 FGCU Blvd. S
Fort Myers, FL  33965-6565
239-590-7989 - direct line
1-888-889-1095 - toll free
239-590-7715 - fax
www.fgcu.edu<http://www.fgcu.edu/>
Go Eagles!


Florida has a very broad public records law.  As a result, any written communication created or received by Florida Gulf Coast University employees is subject to disclosure to the public and the media, upon request, unless otherwise exempt.  Under Florida law, e-mail addresses are public records.  If you do not want your email address released in response to a public records request, do not send electronic mail to this entity.  Instead, contact this office by phone or in writing.

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