Retail Executive and Guest Relations

Job title

Retail Executive and Guest Relations

Department

Enterprise

Years of Experience

2-4 Years

Qualification

Bachelor’s degree in Business Administration (Sales & Marketing) or hospitality/hotel management degree (Equivalent)

Reports to

Store Manager

Location

Jaipur

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

Provident Fund

Work Location

In person