Operations Associate - Visitor Experience

Role & responsibilities

Operations Associates are the human face visitors actually meet the first hello at the tablet counter, the person who explains how the experience works, and the one who fixes it if a tablet freezes mid-tour. Four Associates, working overlapping shifts under the Operations Manager, keep the site running every day the fort is open. This is a frontline, guest-facing role that blends hospitality service with hands-on device management.

Guest-Facing Experience

• Welcome and onboard every visitor at the tablet counter with warmth appropriate to a premium heritage brand
• Walk visitors through tablet use, language selection, and the self-guided tour flow
• Proactively look out for visitors who seem confused or frustrated, and step in before they have to ask

Tablet Issuance & Care

• Issue, collect, charge, sanitise, and visually inspect tablets before and after every use
• Maintain the day's tablet log issued, returned, faulty accurately and in real time
• Report any damage, loss, or persistent fault to the Operations Manager the same day

Ticketing Support

• Support the ticket counter, especially during queue build-up, to keep wait times reasonable
• Handle routine ticketing queries; escalate refunds or complaints to the Operations Manager

First-Line Technical Support

• Perform basic tablet troubleshooting restart, volume, language reset, charging issues on the spot
• Escalate anything unresolved within a few minutes to avoid visitor frustration

Accessibility & Inclusion

• Proactively offer extra support to visitors with hearing, visual, or mobility needs
• Be familiar with the accessibility features built into the tablet experience and demonstrate them confidently

Site Presentation & Housekeeping

• Keep tablet counters, charging stations, and visitor touchpoints clean, tidy, and well-stocked
• Report any wear, damage, or safety hazard at visitor touchpoints immediately

Success Measures (KPIs)

• Positive guest feedback at tablet counters
• No unexplained tablet loss or damage on shift
• Responsive queue support during peak hours
• Reliable attendance and shift adherence

Preferred candidate profile

Requirements

• 1 - 4 years in guest relations, concierge, or front-office roles at a premium hotel or resort
• Well-groomed, presentable, and confident interacting with domestic and international tourists of all ages
• Strong communication in English and Hindi; a regional Rajasthani dialect is a plus
• Comfortable with everyday technology and tablets; quick to pick up new device or software features
• Physically able to stand for extended periods and move around the site
• A patient, service-first temperament this role deals with the general public all day, every day
• Willing to work in shifts, including weekends and public holidays, given this is a tourist site

Working Conditions

• On-site role, indoors and outdoors across the fort premises
• Rotating shifts covering the site's full operating hours, including weekends and public holidays
• Uniform and grooming standards apply, consistent with a premium heritage brand

Growth Path

Strong Associates are the natural internal pipeline for future Operations Manager openings as N'Gage's heritage portfolio grows.