Terms of Reference (TOR) for a Receptionist at the Nyanza Visitor Centre
1. General Information
1.1 NZIZA NGO
NZIZA Non-Governmental Organization (NGO) as a catalyst for transformative change within Rwanda’s vibrant tourism sector aspires to join other public and private institutions in redefining and positioning Rwanda as the foremost cultural tourism destination. Central to this vision is an unwavering dedication to inclusivity, ensuring that every visitor enjoys authentic and enriching experiences. By fostering an environment that celebrates diversity, NZIZA is steadfast in its pursuit of providing unparalleled cultural encounters for all.
Building upon collaborative efforts, NZIZA NGO has formalized its commitment through a Memorandum of Understanding (MOU) with the District of Nyanza. This agreement entrusts NZIZA NGO with the oversight and management of the Tourist Information Centre in Nyanza, further solidifying its role as a key player in the region’s tourism landscape. Embracing the principles of equality and diversity, NZIZA NGO proudly declares itself an equal opportunity employer.
With a vision for a gender-balanced working environment, NZIZA NGO actively seeks to enhance inclusivity, by welcoming staff members with disabilities. This commitment underscores the organization’s belief that a diverse team fosters innovation, creativity, and an enriched experience for both employees and visitors alike.
1.2 Context
About Nyanza District
Nyanza District is a cultural tourism destination in Rwanda, known for its public museums, heritage sites, and cultural trails. It aims to become a cultural and historical tourism hub, fully functional with international competitiveness. Key stakeholders include the Rwanda Cultural Heritage Academy (RCHA), Rwanda Development Board (RDB), private sector, development partners, training institutions, and local government. Nyanza Tourism Information Centre is aimed at implementing the Nyanza Tourism Destination Management Plan with the following general and specific objectives:
1.3 Context
About Nyanza District
Nyanza District is a cultural tourism destination in Rwanda, known for its public museums, heritage sites, and cultural trails. It aims to become a cultural and historical tourism hub, fully functional with international competitiveness. Key stakeholders include the Rwanda Cultural Heritage Academy (RCHA), Rwanda Development Board (RDB), private sector, development partners, training institutions, and local government.
1.4 Stakeholders Involved in the Promotion of Tourism Sector in Nyanza District 077801
Rwanda Cultural Heritage Academy (RCHA)
RCHA is a government institution with the main objective to preserve and promote the Rwandan language, culture, and historical heritage. It coordinates and promotes activities related to culture and creative activities. With the overall mandate to manage all national museums and heritage sites around the country, the academy is currently the core stakeholder in promoting cultural tourism in Nyanza and other parts of the country, with the aim of national economic development.
Rwanda Development Board (RDB)
RDB is a government institution set up by merging government institutions responsible for the entire investor experience under one roof. This includes key agencies responsible for business registration, investment promotion, environmental clearances, privatization, and specialist agencies that support the priority sectors of ICT, Tourism and small and medium enterprises (SMEs), and human capacity development in the private sector. RDB, in partnership with the RCHA, has been much involved in the development of the heritage sites, especially their signalization (both directional and informative).
Private Sector (Rwanda Chamber of Tourism, Rwanda
The Rwanda Chamber of Tourism (RCOT) is one of the 10 professional chambers that currently exist under the umbrella of the Private Sector Federation (PSF) with a mandate of enhancing business opportunities through effective lobbying and advocacy for the tourism and hospitality industry in Rwanda. RCOT, in particular the Rwanda Hospitality Association (RHA), has been involved in the capacity building and coordination of its members to offer quality services to tourists. Apart from the RHA, other private sector stakeholders are to be involved in the marketing and promotion of this destination. This includes, amongst others, potential private investors, transport, retailers in different services used by tourists, the private museum, Rwanda Tours and Travel Association, Rwanda Safari Guides Association, and the Community-Based Tourism Association.
Development Partners
The districts work together with a variety of development partners on several projects. The districts have been and will continue to collaborate with various development partners in the execution of a destination management plan in the tourism sector. The development partners’ experts will provide technical support to the consultant in completing the specified duties.
Training Institutions
Training and skills development is key to ensuring that business has the necessary human resources to run successful businesses. There are several TVET schools as well as private training institutions which are key stakeholders to developing local destinations.
Local Government
The local government plays a crucial role in the development of tourism in their daily work. They are responsible for creating an environment that is conducive to tourism planning, promoting, and regulating tourism. Nyanza District local authorities are taking the lead in working to promote their destinations as tourists’ destination and create marketing campaigns to attract visitors. Additionally, the district local authorities will strive to provide support for local businesses through strategies that encourage tourism.
Stakeholders Coordination and Collaboration
Stakeholder coordination and collaboration are essential for the development and promotion of the destination.
1.5. Timeframe of the Assignment
The position is a full-time role, and the selected candidate will initially undergo a three-month probationary period. Upon successful completion of the probationary period, the candidate will be offered a one-year employment contract.
1.6. Key responsibilities
The Nyanza Visitor Centre is seeking a qualified and customer-oriented Receptionist to manage front desk operations. The receptionist will play a crucial role in providing a positive and welcoming experience for visitors to the heritage site.
The Receptionist will be responsible for the following:
- Receive and welcome visitors in a courteous and professional manner.
- Providing information about Nyanza and other destinations heritage sites, exhibits, and activities to visitors.
- Managing phone calls, emails, and inquiries effectively and directing them to the appropriate personnel.
- Handling ticket sales and providing assistance with any visitor-related transactions.
- Coordinating with other departments to ensure smooth visitor flow and resolve any issues promptly.
- Maintaining cleanliness and orderliness at the reception area.
- Keeping track of visitors statistics,
- Provide information about Nyanza attractions and accommodations,
- Provide regular reports to the management team,
- Collaborate with other staff members to ensure a cohesive and positive visitors’ experience.
1.7. Eligibility Criteria
1.7.1. Qualification Requirements for the Applicant
The ideal candidate should possess the following qualifications and experience:
- Previous experience in a customer service or receptionist role.
- Excellent communication and interpersonal skills.
- Proficiency in handling phone systems and office equipment.
- Strong organizational and multitasking abilities.
- Knowledge of the heritage site and local attractions is a plus.
- Manage all accounting transactions.
- Handle monthly, quarterly and annual closings.
- Prepare short time budget for a petty cash
- Ensure timely bank payments.
- Compute taxes and prepare tax returns.
- Ability to remain calm and professional in high-pressure situations.
- Proficiency in English or French, both spoken and written is a plus.
1.8. Application Process
Interested candidates are invited to submit the following documents to info@nziza.org
- Certificate in tourism and hospitality
- Curriculum Vitae (CV) highlighting relevant guiding experience and qualifications.
- Cover Letter outlining their qualifications and motivation for the role.
- Portfolio of tour companies or attractions previously engaged in (if available).
- Contact information for at least two professional references.
Submissions of Offer
Interested applicants should send in all their documents above to info@nziza.org. The application deadline is 25th May 2024. Shortlisted candidates will be contacted for interviews, and the successful candidate is expected to report on duty from 3rd June, 2024. Please include “Visitor Centre Receptionist Application” in the email subject line.
NZIZA NGO is an equal opportunity employer and welcomes applications from individuals of all backgrounds. Only shortlisted candidates will be contacted for further assessments and interviews.
With the right subject line when applying, you’ll be sure that your application is placed in the appropriate folder to be seen in a timely manner. If not, you may be considered as disqualified.
