Guest Relations Officer | Al-Futtaim Automotive - BYD | KSA

Position Summary

Guest Reception & Hospitality

• Welcome all walk-in customers professionally, identify their needs, and direct them to the appropriate Sales Executive promptly
• Provide a premium hospitality experience including refreshments, lounge management, and VIP guest prioritization
• Maintain high standards of personal presentation and customer interaction aligned with OEM brand guidelines
• Ensure a warm, professional, and consistent customer experience at all times

Lead Capture & Routing

• Capture complete and accurate customer information including contact details, preferences, and visit purpose in the CRM / DMS system
• Allocate walk-in leads according to showroom rotation rules, ensuring fair distribution and adherence to SLA timelines
• Monitor Sales Executive engagement times and escalate delays or missed follow-ups to the Sales Supervisor
• Ensure zero loss of showroom traffic by maintaining strict discipline in lead capture and tracking

Showroom Presentation & Standards

• Conduct daily showroom checks including vehicle cleanliness, pricing displays, marketing materials, and demo readiness
• Maintain reception area, customer lounge, and waiting areas to OEM and dealership presentation standards
• Coordinate with Marketing and Sales teams to ensure showroom readiness for campaigns, promotions, and events
• Support visual merchandising and brand compliance across all customer-facing areas

Customer Experience & Feedback

• Engage with customers during and after their visit to gather feedback on their showroom experience
• Conduct exit feedback for non-converted visitors to understand reasons and provide insights to the sales team
• Handle initial customer queries, concerns, and minor complaints professionally, escalating when required
• Support showroom NPS / CSV initiatives and customer satisfaction programmes

Reporting & Coordination

• Prepare daily reports on showroom traffic, lead capture, conversion insights, and visitor trends
• Coordinate customer appointments, test drives, and corporate visits with the sales team
• Support OEM mystery shopper programmes, showroom audits, and event execution activities
• Maintain accurate records and reporting within CRM / DMS systems

Educational Requirements

• Diploma or Bachelor’s Degree in Hospitality, Business Administration, Marketing, or a related field

Experience Requirements

• Minimum 1-2 years of experience in front-of-house, hospitality, premium retail, aviation, or customer experience roles
• Previous experience in an automotive showroom or dealership environment is considered an advantage
• Experience handling high-end customers and delivering premium service standards is preferred

Technical Skills

• Proficiency in CRM and Dealer Management Systems (DMS) for guest registration and lead tracking
• Strong working knowledge of Microsoft Office and scheduling or appointment systems
• Understanding of OEM CI standards and showroom presentation requirements
• Ability to manage customer data and reporting with accuracy