Event & Service Desk Associate

  • Added Date: Thursday, 09 August 2018
  • Deadline Date: Wednesday, 15 August 2018

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The “Delivering as One” (DaO) initiative in Viet Nam started in early 2006 with the objective to achieve more strategic and more effective contribution to the attainment of national development priorities, under national leadership. The DaO initiative in Viet Nam focuses on six pillars: One Plan, One Budget, One Leader, One Set of Management Practices, One Voice and the Green One UN House (GOUNH).

 

The Green One UN House was inaugurated in May 23rd, 2015 and is since then operational as the representative office of 13 United Nations entities in Hanoi and houses some 350 staff. The ‘Common Services Unit’ has been established to provide a wider range of back-office supports to all resident agencies to the GOUNH.

 

On May 31st, 2018, the General Assembly adopted the ‘ambitious and comprehensive’ Secretary General reform of the UN development system, a blueprint for the fundamental and comprehensive transformation in advancing the Sustainable Development Goals (SDGs) for everyone, everywhere – with poverty eradication as its first goal, leaving no one behind. The reform aims at leveraging and generating greater efficiencies, synergies and coherence on the business operations platforms as well as common back-offices (or common services unit).

Under the direct supervision of the Common Services Associate and overall guidance of the Common Services Manager (CSM), the Events & Service Desk Associate is responsible for the Events coordination and GOUNH front desk functions with regards to client management, visitor welcome and assistance, client service provision including recording, monitoring and feeding-back on service requests handled by Back Office Line Managers.

The Events & Service Desk Associate will lead the client inter-face for the service provision for 350 United Nations staff in the new Green One United Nations House (GOUNH) in Hanoi. The Events & Service Desk Associate is expected to manage client relations with a positive, service-minded and client-oriented approach, which is central to the GOUNH concept of delivering high-end services to create an environment that promotes and strengthen creative corporation among United Nations staff in Vietnam.

The Events & Service Desk Associate will also lead the daily operations of the strategic events and is responsible for oversight on all elements of event planning, production and evaluation. She/he will work closely with staff responsible for content development, participant engagement and relations, communications and media and must have exceptional strong team and collaboration skills, as well as the ability to manage resources effectively and creatively.

The Events & Service Desk Associate works in close collaboration with the GOUNH Unit/Line Managers responsible for ITC and Facility Management, as well as with the staff responsible for Operations and Communications in the different UN agencies. The Events & Service Desk Associate is part of the GOUNH Common Service Administrative Team.

The Events & Service Desk Associate is envisaged to be a key change agent and culture bearer in the strengthening of a client-oriented service culture, already embodied in the GOUNH.

The United Nations in Vietnam hosts a series of flagship events to elevate our brand, raise the sustainability platform and showcase agencies’ programmatic work, which are designed to connect key players, promote best practices and create partnership models for lasting change. The Events & Service Desk Associate is expected to bring these values to life on the stage.

1.     Business Partnership Management: manages business partnership, and build ‘customer service awareness’ capacity of the Common Services Unit:

  • Establish and maintain high-quality relationships with all GOUNH resident agencies, staff and with external partners in identifying performance gaps and improvements, recommending corrective measures when necessary;
  • Responsible for client satisfaction by managing the Service Desk team and its inter-action with clients;
  • S/he and her/his team will serve as first point of contact with clients, and is expected to deliver a full start-to-end service experience that creates client satisfaction also when service demands cannot be met;

Work actively to promote a service-oriented culture within the GOUNH CS team, including coordinating and conducting trainings, workshops and coaching towards service excellence.

2.     Client Performance Management and Improvement:

  • Monitor GOUNH CS team’s service performance in real-time throughout Service Management System (SMS) and against set standards (indicators), identify root cause of poor/exceptional performance, intervene as necessary and follow-up with service providers to ensure client satisfaction;
  • Utilize SMS to prepare presentation weekly, monthly and annual reports on service provision within the GOUNH;
  • Maintain a set of best practice end-to-end reference processes and provide feedback to the Management Associate and Back Office line managers on areas of improvement and suggest innovative ways to achieve service excellence.

3.     Client Satisfaction Management: develop and implement effective processes and procedures for client services focusing on achievement of the following results:

  • Design and run periodic client surveys (2 times a year) for detailed measurement of client satisfaction and identification of trends, issues and opportunities. Lead action to address adverse issues and trends;
  • Monitor client satisfaction in real time, as reported by the ticket closure micro-survey tool, and take immediate action if necessary;
  • Act as tier 1 escalation for clients’ complaints (tier 2: Unit Manager; tier 3: Common Services Manager). Identify corrective measures and actions to resolve the complaints on an inclusive manner.

Ensure high standard operating procedures (SOPs), including contingency back-up procedures, are in place to meet client requests and ensure client satisfaction

       4.      Oversight of event preparation, implementation and knowledge sharing:

  • Work closely with the resident agencies, communications staff as well as UN Resident Coordinator’s office to develop materials that articulate and effectively promote events to target audiences and prospective stakeholders;
  • Source venues and oversee purchasing and service needs, including translation and interpretation services, catering and rental needs;
  • Conduct post-event debriefing sessions with relevant colleagues and provide post-event analysis and participant feedbacks to ensure evaluative feedback incorporation into future plans;
  • Direct day-to-day operations of UN strategic events, establish task assignments and project plans;
  • Create and maintain standards and internal processes to ensure that all meetings/events are efficient, effective and accurately project the Vietnam One UN visibility.

5.     Common Business Operations and reform agenda advancement: contribute to the advancement of a common business operations strategy and reform agenda for the UN in Vietnam, in line with the UN Secretary General reform agenda.

  • Continuous improvement of business processes to enhance efficiency and effectiveness;
  • Monitoring and data collection in assigned service areas; Support to common operations planning and management;
  • Sound contributions to knowledge networks and communities of practice

 

Core:

Innovation: Ability to make new and useful ideas work

Level 3: Adapts deliverables to meet client needs

Leadership: Ability to persuade others to follow

Level 3: Proactively seeks and recognizes contributions of others

People Management: Ability to improve performance and satisfaction

Level 3: Appropriately involves team in different stages of work and decision-making

Communication: Ability to listen, adapt, persuade and transform

Level 3: Expresses information and views with adaptive reasoning and appreciation for complexity and variation 

Delivery: Ability to get things done while exercising good judgement

Level 3: Takes responsibility for addressing critical situations and delivering core value

Collaboration & Partnership: Ability to develop, maintain, and strengthen partnerships with others inside (Programmes/projects) or outside the organization who can provide information, assistance, and support.  Sets overall direction for the formation and management of strategic relationships contributing to the overall positioning of UNDP.

Level 3: Implement & Manage: Exercises skills and knowledge independently, demonstrating ability to manage self and team responsibilities, in area of work.

Event, Meeting, Workshop & Facilitation: Ability to plan and organize events

Level 3: Implement & Manage: Exercises skills and knowledge independently, demonstrating ability to manage self and team responsibilities, in area of work.

Level 3: Implement & Manage: Exercises skills and knowledge independently, demonstrating ability to manage self and team responsibilities, in area of work.

Brand & Quality Management: Ability to strengthen UNDP's identity and distinction through its brand and uphold it to a high level of quality.

Level 3: Implement & Manage: Exercises skills and knowledge independently, demonstrating ability to manage self and team responsibilities, in area of work.

Relationship Management: Ability to engage and foster strategic partnerships with other parties, Inter-Agency Coordination and forge productive working relationships.

Level 3: Implement & Manage: Exercises skills and knowledge independently, demonstrating ability to manage self and team responsibilities, in area of work.

Service Delivery Coordination: Ability to coordinate and deliver services in line with service level agreements and standards of excellence in UNDP

Level 3: Implement & Manage: Exercises skills and knowledge independently, demonstrating ability to manage self and team responsibilities, in area of work.

Education: 

Minimum Secondary education.  A Degree or Certification in Hotel Management, event management or similar is a distinct advantage. 

Experience:

  • Minimum 6 years of relevant experience in Front Desk service provision or hospitality industry or similar in an international environment performing high-end services is required.
  • Experience in handling of web-based Service Request Management systems such as HotSoS, Planon, or similar will be an advantage

Language requirements:

Fluency in English and Vietnamese.

Other requiremetns: 

A Degree or Certification in Hotel Management, event management or similar is a distinct advantage.

Important applicant information

All posts in the GS categories are subject to local recruitment.

Applicant information about UNDP rosters

Note: UNDP reserves the right to select one or more candidates from this vacancy announcement.  We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

Workforce diversity

UNDP is committed to achieving diversity within its workforce, and encourages all qualified applicants, irrespective of gender, nationality, disabilities, sexual orientation, culture, religious and ethnic backgrounds to apply. All applications will be treated in the strictest confidence.

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Contract Duration: 1 Year with possibility for extension

This vacancy is archived.

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