Guest Relations Officer Al Futtaim Automotive BYD

About the Role

Al Futtaim Group is seeking a Guest Relations Officer to serve as the initial point of contact for all showroom visitors. This full-time role is responsible for providing a premium welcome experience, ensuring efficient customer engagement and routing within the sales process. The position requires 0-1 years of experience.

Role Purpose and Impact

The Guest Relations Officer plays a critical part in shaping the brand's first impressions 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, this role directly contributes to lead conversion, customer satisfaction, and overall showroom performance. The position ensures that every visitor experience aligns with OEM brand standards and dealership customer experience expectations.

Key Responsibilities

• 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.
• 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.
• 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.
• 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 programs.
• 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 programs, showroom audits, and event execution activities.
• Maintain accurate records and reporting within CRM / DMS systems.

Experience and Qualifications

• 0-1 years of relevant experience.
• Demonstrated ability to deliver a premium customer experience.
• Proficiency in capturing accurate customer information and managing lead data.
• Experience with CRM / DMS systems is preferred.
• Strong organizational skills and attention to detail for showroom presentation.

Work Type

This is a full-time position.