Guest Relations Officer - Automotive Showroom

About the role

The Guest Relations Officer is the first point of contact for all showroom visitors at the Al-Futtaim Automotive BYD dealership in Saudi Arabia. The role delivers a premium welcome experience, captures accurate lead data and routes customers efficiently within the sales process, while keeping showroom presentation and customer interaction aligned with OEM brand standards.

Key responsibilities

• Welcome walk-in customers, identify their needs and direct them to the appropriate Sales Executive
• Provide hospitality including refreshments, lounge management and VIP guest prioritisation
• Capture complete customer information in the CRM / DMS system and allocate leads according to showroom rotation rules and SLA timelines
• Monitor Sales Executive engagement times and escalate delays or missed follow-ups to the Sales Supervisor
• Conduct daily showroom checks (vehicle cleanliness, pricing displays, marketing materials, demo readiness) and keep the reception and waiting areas to OEM standards
• Gather customer feedback, run exit feedback for non-converted visitors and handle initial queries and minor complaints
• Prepare daily reports on traffic, lead capture and conversion insights, and coordinate appointments, test drives and corporate visits
• Support OEM mystery shopper programmes, showroom audits, NPS / CSV initiatives and event execution

Required profile

• Diploma or Bachelor's degree in Hospitality, Business Administration, Marketing or a related field
• Minimum 1-2 years of experience in front-of-house, hospitality, premium retail, aviation or customer experience roles
• Previous automotive showroom experience is an advantage; experience with high-end customers is preferred

Required skills

• Proficiency in CRM and Dealer Management Systems (DMS)
• Strong working knowledge of Microsoft Office and scheduling or appointment systems
• Understanding of OEM CI standards and showroom presentation requirements