Guest Relations Officer Al-Futtaim Automotive - BYD KSA

Guest Relations Officer Al-Futtaim Automotive - BYD KSA

The Guest Relations Officer is the first point of contact for all showroom visitors, responsible for delivering a premium welcome experience and ensuring every customer is engaged, captured, and routed efficiently within the sales process.

The role plays a critical part in shaping first impressions of the brand by maintaining high standards of hospitality, showroom presentation, and customer interaction. By managing guest flow, capturing accurate lead data, and coordinating with the sales team, the Guest Relations Officer directly contributes to lead conversion, customer satisfaction, and overall showroom performance.

This position ensures that every visitor experience is aligned with OEM brand standards and dealership customer experience expectations.

Key Responsibilities 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 escape 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