Role Overview
An enthusiastic and detail-oriented Guest Relations Executive for the Nila Shop in Jaipur. The associate will assist the Shop Incharge/Store Manager in creating a welcoming and engaging experience for visitors while supporting retail operations and sales.
The ideal candidate is a warm, articulate, and curious individual who enjoys interacting with people and can confidently communicate Nila’s history, philosophy, craft traditions, and initiatives. As a representative of Nila, the role requires conducting guided tours, sharing stories behind products and artisan practices, building relationships with visitors, and fostering meaningful engagement with the organization’s work.
ROLE PURPOSE / ROLES & RESPONSIBILITIES
Customer Service & Guest Experience
· Welcome and assist customers and visitors in a warm and professional manner.
· Conduct guided tours of Nila House and the shop, introducing visitors to the organization’s history, philosophy, craft traditions, artisan collaborations, and initiatives.
· Engage visitors in meaningful conversations, understand their interests, and offer a thoughtful and personalized experience.
· Support outreach and relationship-building with educational institutions, cultural organizations, hospitality partners, and other relevant networks to encourage visits and collaborations.
· Address customer inquiries, provide product recommendations, and resolve
· concerns in coordination with relevant teams.
· Record customer feedback and share insights to support continuous improvement.
· Build and maintain relationships with customers, patrons, and visitors.
Storytelling & Product Knowledge
· Develop a strong understanding of Nila’s collections, artisan partnerships, craft practices, and organizational initiatives.
· Communicate the stories behind products, materials, techniques, and cultural traditions in an engaging and accessible manner.
· Represent Nila’s values and approach to craft, design, and community engagement through informed conversations with visitors.
Retail Operations & POS Management
· Assist with the Point of Sale system, ensuring efficient and accurate transactions.
· Maintain daily sales records, cash deposit receipts, settlements, and reports.
· Provide accurate product information and support customers through the purchasing process.
· Support order management, customer follow-ups, and after-sales service.
Sales Support & Store Maintenance
· Actively engage with customers to support sales and enhance the shopping experience.
· Assist in maintaining the store’s appearance, cleanliness, and organization.
· Support inventory management, stock replenishment, and backroom organization.
· Assist with visual merchandising and product displays to ensure an inviting retail environment.
Nila Connect Marketplace
· Maintain records of artisan sales and marketplace participation.
· Maintain and update the artisan database and document the impact of marketplace participation.
· Assist visitors in understanding the purpose and significance of the marketplace initiative.
Library Management
· Maintain and organize Nila’s library collection, including cataloguing, inventory records, and circulation tracking.
· Recommend books and publications relevant to Nila’s areas of interest, including craft, textiles, design, culture, and sustainability.
· Support visitors and team members in accessing library resources.
Administrative Tasks
· Maintain and update customer records, including preferences, feedback, complaints, and engagement history.
· Maintain records related to guest visits, tours, outreach activities, and customer interactions.
· Coordinate with internal teams to ensure timely resolution of customer requests, concerns, and complaints.
· Assist with inventory counts, stock records, reporting, and other store administrative requirements.
· Follow store policies and operational procedures.
· Support in preparing reports and providing feedback on sales performance and visitor engagement.
Team Collaboration
· Work closely with the Shop Incharge and team members to achieve store goals and deliver a seamless visitor experience.
· Participate in training sessions and team meetings to stay informed about collections, initiatives, and operational processes.
· Contribute positively to a collaborative team environment.
Language Fluency
· Proficiency in English and Hindi is essential.
Skills and Competencies
· Previous experience in retail, hospitality, guest relations, cultural institutions, or luxury customer service.
· Strong interest in craft, textiles, design, culture, and handmade products.
· Excellent communication, interpersonal, and presentation skills.
· Ability to engage confidently with diverse audiences and conduct guided tours.
· Strong storytelling ability and an aptitude for translating information into engaging visitor experiences.
· Strong organizational, relationship-building, and record-keeping skills.
· Ability to work independently and collaboratively.
· Basic proficiency with point-of-sale systems and retail software.
· Proficiency in Microsoft Office and basic reporting tools.
· Flexibility to work weekends and holidays as required.
Working Hours & Days
6 days a week (Monday to Saturday, 10:30 AM – 6:30 PM), Candidate may have to work on Sundays as per job requirements.
Pay: ₹30,000.00 - ₹38,000.00 per month
Benefits:
- Health insurance
- Leave encashment
- Life insurance
- Paid sick time
- Provident Fund
Work Location: In person
