NASO AT HOME

Intern Onboarding Guide (Senior & Junior Interns)

Welcome to NASO AT HOME. This document outlines expectations, responsibilities, and key information to help you settle into your role and succeed during your internship.

1. Work Location

All interns are based at:
New Muthaiga Shopping Mall
Thigiri Ridge Road
Nairobi, Kenya

Please familiarize yourself with the mall layout, including entrances, exits, shared facilities, and emergency points.

2. Working Hours

Studio & Shop Opening Times:

• Monday – Thursday: 10:00 AM – 6:00 PM
• Friday: Closed
• Saturday: 10:00 PM – 6:00 PM
• Sunday: 10:00 AM – 4:00 PM

Important Notes:

• Closing times may vary depending on bookings, appointments, and overall store activity.
• You are required to arrive at least 30 minutes before opening time each day to prepare the store.

3. Store Preparation & Cleanliness

Maintaining a clean, welcoming space is a core responsibility.

Deep Cleaning Days:

• Mondays are dedicated cleaning days.

Cleaning Responsibilities:

• Clean windows (inside and outside)
• Brush and mop floors
• Dust tables and shelves
• Maintain overall store presentation

Cleaning products and support are available through the mall’s cleaning crew. You may borrow equipment as needed.

Daily Expectation:

• Maintain cleanliness throughout the week
• Ensure the space remains tidy, organized, and presentable at all times

4. Daily Responsibilities

Intern responsibilities may include:

• Assisting with store operations
• Supporting customers and managing the retail space
• Completing administrative tasks during quieter periods
• Assisting with studio-related activities (where applicable)

You are required to bring your laptop to work daily, as administrative tasks may be assigned.

5. Task Management & Reporting

• Tasks will be assigned weekly by your Line Manager
• You are responsible for tracking and managing your assigned tasks
• Be proactive in asking questions and seeking clarification where needed

Weekly Check-In:

• A 30-minute 1:1 meeting will take place every Monday at lunchtime
• This session will be used to:
  • Review progress
  • Discuss challenges
  • Align on upcoming priorities

6. Personal & Professional Development

As part of your internship, you are expected to take ownership of your personal and professional growth.

Interns are required to conduct self-led training in their own time in the following areas:

• Customer Service
• Sales Techniques
• Candle & Home Fragrance Product Formulation
• Business Etiquette
• Social Media Management
• Digital Marketing

Expectations:

• Take initiative in sourcing learning materials (online courses, videos, articles, etc.)
• Apply what you learn in your day-to-day work where possible
• Be prepared to discuss your learnings during your 1:1 sessions
• Demonstrate continuous improvement in both practical and interpersonal skills

This training is an essential part of your development and will contribute to your overall performance during the internship.

7. Health, Safety & Mall Conduct

• Familiarize yourself with fire, health, and safety procedures within the mall
• Know the location of emergency exits and assembly points
• Follow all mall regulations and guidelines

8. Community & Professional Conduct

• Engage with other businesses within the mall
• Build positive relationships and represent NASO AT HOME professionally
• Be approachable, respectful, and collaborative

We encourage you to become an active and supportive member of the mall community.

9. General Expectations

• Be punctual and reliable
• Maintain a professional attitude and appearance
• Take initiative and be proactive in your role
• Communicate clearly with your Line Manager and team
• Contribute to a positive, productive working environment

Weekly Intern Onboarding Schedule (4-Day Plan)

Welcome to your first week at NASO AT HOME. This condensed schedule is designed to quickly immerse you in the studio and shop environment while building confidence across operations, customer service, and business fundamentals.

Day 1 – Introduction, Orientation & Store Familiarisation

Focus: Understanding the brand, space, and expectations

• Arrival and welcome
• Introduction to NASO AT HOME brand, values, and products
• Full tour of the store and studio
• Overview of daily responsibilities and expectations
• Introduction to mall layout (facilities, exits, safety points)
• Health, fire, and safety briefing
• Set up workspace and review onboarding document
• Introduction to your Line Manager and communication expectations

Task:

• Observe store operations and customer interactions
• Begin learning product knowledge

Day 2 – Customer Experience, Sales & Store Standards

Focus: Customer interaction and store upkeep

• Shadow and support customer interactions
• Learn customer service approach and sales flow
• Introduction to sales techniques and upselling
• Assist with store organization, restocking, and presentation
• Participate in cleaning routines:
  • Windows (inside and outside)
  • Floors (brushing and mopping)
  • Shelves and tables (dusting)

Task:

• Greet and assist customers under supervision
• Take responsibility for maintaining a section of the store

Day 3 – Admin, Operations & Business Insight

Focus: Behind-the-scenes operations and brand awareness

• Introduction to admin tasks (task tracking, basic reporting, inventory awareness)
• Work on assigned tasks using your laptop
• Introduction to social media and digital marketing for NASO AT HOME
• Understand target customers and brand positioning

Task:

• Complete an assigned admin task independently
• Suggest 1–2 ideas for social media or store improvements

Day 4 – Practical Application & Confidence Building

Focus: Independence and real-time application

• Take a more active role in customer service
• Apply product knowledge and sales techniques
• Support store operations with minimal supervision
• Maintain store cleanliness and presentation throughout the day

Task:

• Handle multiple customer interactions confidently
• Demonstrate ownership of tasks and initiative

End of Week Preparation

Prepare for your Monday 1:1 check-in with your Line Manager. Be ready to discuss:

• Key learnings from the week
• Areas you feel confident in
• Areas where you need support
• Any questions or feedback

Ongoing Expectations

• Arrive 30 minutes before opening time
• Bring your laptop daily
• Maintain a clean, organized store environment
• Stay proactive and engaged at all times

By the end of these 4 days, you should have a solid understanding of store operations, customer service expectations, and your role within NASO AT HOME.

Completion of Internship, August 2026