Role Purpose

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.

Key Responsibilities

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

Requirements

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 current 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

📌 Operations Associate — Guest Experience (Amer)
🏢 Pixel Image India
📍 Amer