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

Role overview

This position serves as the initial touchpoint for showroom visitors. The person in this role is expected to create a polished welcome, make sure every guest is attended to, captured correctly, and directed smoothly into the sales process.

The role is important for creating a strong first impression of the brand through high-quality hospitality, an orderly showroom environment, and professional interaction with customers. It also supports lead generation and conversion by managing visitor flow, recording customer details accurately, and coordinating closely with the sales team.

All interactions and processes must reflect OEM brand standards and dealership expectations for customer experience.

Guest reception and hospitality

• Greet incoming visitors in a professional manner, understand their requirements, and guide them quickly to the right Sales Executive.
• Offer a premium hospitality experience by arranging refreshments, managing the lounge, and giving priority to VIP guests.
• Keep personal appearance and customer communication aligned with brand presentation standards.
• Ensure every guest receives a warm, consistent, and professional experience throughout their visit.

Lead capture and routing

• Record complete visitor information in the CRM or DMS system, including contact details, interests, and reason for the visit.
• Assign walk-in leads based on showroom rotation rules while following SLA timing expectations.
• Track response times from Sales Executives and report any delays or missed follow-ups to the Sales Supervisor.
• Protect showroom traffic conversion by maintaining disciplined lead logging and tracking practices.

Showroom presentation and standards

• Carry out daily checks on showroom readiness, including vehicle cleanliness, price displays, promotional materials, and demo readiness.
• Maintain the reception, lounge, and waiting areas to dealership and OEM presentation standards.
• Work with Marketing and Sales to keep the showroom prepared for campaigns, promotions, and events.
• Assist with visual merchandising and ensure brand compliance in customer-facing areas.

Customer experience and feedback

• Interact with customers during and after their visit to collect feedback about their showroom experience.
• Speak with visitors who do not convert to understand their reasons and share useful insights with the sales team.
• Manage initial questions, concerns, and minor complaints in a calm and professional way, escalating where needed.
• Support customer satisfaction initiatives such as NPS and CSV programmes.

Reporting and coordination

• Prepare daily updates covering showroom traffic, lead capture, conversion observations, and visitor patterns.
• Arrange customer appointments, test drives, and corporate visits with the sales team.
• Assist with OEM mystery shopper activities, showroom audits, and event execution.
• Maintain precise records and reports in CRM and DMS platforms.

Educational and experience requirements

A diploma or bachelor’s degree in Hospitality, Business Administration, Marketing, or a similar field is required. The ideal candidate should have 1 to 2 years of experience in front-of-house work, hospitality, premium retail, aviation, or customer experience. Experience in an automotive showroom or dealership is an advantage, and handling premium or high-end customers is preferred.

Technical skills

The role requires confidence using CRM and Dealer Management Systems for guest registration and lead tracking, along with strong Microsoft Office and scheduling/appointment system skills. Candidates should also understand OEM CI standards, showroom presentation requirements, and accurate customer data handling.

About the employer

Al-Futtaim Group began in the 1930s as a trading business and has grown into one of the region’s most diversified private groups, headquartered in Dubai. It operates across automotive, financial services, real estate, retail, and healthcare, employs more than 35,000 people in over 20 countries across the Middle East, Asia, and Africa, and works with over 200 global brands.

Al-Futtaim Automotive is a major division of the group and has operations in 10 countries across the Middle East, Asia, and Africa. Its business spans distribution, manufacturing, leasing, and aftersales, and it represents major automotive brands such as Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo, and RAM. The company focuses on customer-centric service, innovation, quality, and omni-channel mobility solutions, supported by a team of around 9,000 people.

Values

The organisation is guided by respect, excellence, collaboration, and integrity, and aims to enrich customer lives and aspirations every day.