Position Summary
Purpose
The primary mission of the Guest Services Manager (Office Manager) is to provide outstanding administrative and business support to our center directors and families. This role ensures families experience professionalism, care, and consistency while enabling Directors to focus on leadership, enrollment, and instructional excellence.
Business Services & Accounts Receivable
- Manage all center billing and accounts receivable activities.
- Run daily and weekly AR reports and actively track outstanding balances.
- Communicate professionally with families regarding payments, failed transactions, and billing questions.
- Process payments accurately and in a timely manner.
- Ensure accurate data entry in Sylvan systems and compliance with financial procedures.
Attendance, Staffing & Scheduling Support
- Track student attendance to ensure accurate scheduling, staffing, and billing.
- Assist the Director of Education (DE) with staffing coordination and teacher scheduling.
- Ensure appropriate staffing coverage based on student attendance and program needs.
- Communicate schedule changes promptly to teachers and the Director of Education.
Client & Family Services
- Coordinate progress updates, conferences, and reassessments with families.
- Maintain the Director’s appointment calendar to support consistent family meetings.
- Confirm appointments, send reminders, and prepare Directors with necessary notes and materials.
- Support enrollment closing activities and customer enrollments.
- Monitor instructional flow and alert leadership to issues requiring attention.
- Ensure daily operations run smoothly so Directors can remain focused on sales calls, parent meetings, and lead follow-up.
Secondary Responsibilities
Center Operations & Environment
- Open the center with an organized, ready-to-run environment.
- Maintain supply inventory and place orders as needed.
- Ensure classrooms and tutoring stations are clean, stocked, and welcoming.
- Support systems for tracking student packets, materials, and assessments.
- Assist with new family onboarding by preparing materials and supporting tours.
- Demonstrates strong executive function, anticipating center needs and prioritizing tasks effectively.
- Shows a high level of ownership and commitment to completing work accurately.
- Sets clear expectations with warmth, professionalism, and consistency.
Skills
- Strong organizational, time-management, and multitasking abilities.
- Excellent communication and customer service skills.
- Comfort with scheduling, calendars, and staffing coordination.
- High accuracy in data entry, billing, and record-keeping.
- Ability to remain calm and focused in a fast-paced, after-school environment.
- Proficiency with basic office software and willingness to learn Sylvan systems.
Preferred Experience
- Office or administrative experience in a service-based or educational setting.
- Experience with scheduling, billing, or customer service operations.
- Prior experience in a Sylvan center (preferred but not required).
