Tour Coordinator , Multiple positions

UNOPS ETMCO is recruiting for this position: Tour Coordinator  based in Addis Ababa, Ethiopia for the United Nations Economic Commission for Africa (UNECA).


Qualified women and candidates from groups which are underrepresented in the UNOPS workforce are encouraged to apply.   These include in particular candidates from racialized and/or indigenous groups, members of minority gender identities and sexual orientations, and people with disabilities.

UNOPS and the ECA have partnered together to deliver on a project that will put in place the critical business systems and services to enable the Economic Commission for Africa (ECA) to go beyond its current regular operations and effectively deliver on its Business Plan mandate of becoming Africa’s premier think tank. Five specific outcomes are foreseen, which are the results of the implementation plans of four corporate strategies introduced for communications, publications, knowledge management and ICT for Development. When attained, the outcomes will result in a sustainable increase in the visibility and impact of the organization’s work in the areas of policy research and knowledge delivery.

Within delegated authority, the Tour Coordinator  will be responsible for the following duties:

• Schedules and assigns tours and special duties to tour guides, ensuring a smooth flow of the guided-tour operation throughout the day.
• Performs daily coordinating functions.
• Provides daily briefings to tour guides in collaboration with other internal and external stakeholders.
• Coordinates and assigns special tours to tour guides as required, including VIP, UN Kids, and Special Request tours, as well as those taking place outside working hours.
• Ensures that practices and rules are followed, and that standards of professionalism and cooperation are always maintained.
• Distributes headphones to visitors when needed and collects them as tours end and stores the items.
• Provides operational guidelines and addresses any working and interpersonal issues among tour guides and escalates matters when necessary.
• Guides Tour guides, as they are often the first and last point of contact that visitors have with, to play a vital role in shaping the visitors’ experience and building a positive brand image and values.
• Encourages tour guides to collect valuable market research data from visitors. This information can be used to improve the visitors’ centre products and services, and to develop new marketing campaigns and sales strategies.
• Provides general information on the guided tour operation and answers related questions – normally in person or by email or by phone – serving as a point of contact for a wide range of actors, such as VIPs, diplomats, group leaders and general visitors. Deals with complaints from such actors tactfully to effectively address their grievances and minimize repercussions, involving the Marketing Officer as required.
• Makes weekly schedules for all the tour guides, ensuring a fair distribution of their workload, and making further changes to the daily schedule as required.
• Provide the Marketing Officer with feedback on the visitors’ comments about their tour experience.

Work implies frequent interaction with the following:

Sales and Marketing Officer, Chief of Units/Sections, Tour Guides, Cashiers, Security Officers, Facilities Management staff, Group Tour Leaders, Communications focal points, UN staff, Delegates, VIPs and General Visitors, Associate Events Coordinator, Meeting Services Assistants.

• High school diploma or equivalent is required.
• Bachelor’s Degree in communications, journalism, public relations, business administration, marketing, social sciences, international relations, or a related field is an asset.
• Special training in data analysis and scheduling is desirable.

Experience:

•  A minimum of six (6) years of progressive experience in providing briefings or in marketing and data analysis-related functions is required.
• Experience working in diverse, multicultural environments is a strong asset.

Language:    

• Fluency in written, reading and spoken English is required.
• Knowledge of another official United Nations language and the local language (Amharic) is  an asset.