Guest Relations Officer | Al-Futtaim Automotive - BYD | KSA
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Key skills for this role
About the Role
Al-Futtaim Automotive is seeking a Guest Relations Officer for BYD in Riyadh. You will be the first point of contact for showroom visitors, delivering a premium welcome and capturing lead data.
Key Skills for This Role
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
- 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
- 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
- Engage with customers during and after their visit to gather feedback on their showroom experience
- Handle initial customer queries, concerns, and minor complaints professionally, escalating when required
- Prepare daily reports on showroom traffic, lead capture, conversion insights, and visitor trends
Requirements
- 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
- Proficiency in CRM and Dealer Management Systems (DMS)
- Strong working knowledge of Microsoft Office and scheduling or appointment systems
Full Job Posting
Position Summary
- The Guest Relations Officer is the first point of contact for all showroom visitors, responsible for delivering a premium welcome experience.
- The role plays a critical part in shaping first impressions of the brand by maintaining high standards of hospitality, showroom presentation, and customer interaction.
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.
- 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.
- 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.
- Engage with customers during and after their visit to gather feedback on their showroom experience.
- Handle initial customer queries, concerns, and minor complaints professionally, escalating when required.
- Prepare daily reports on showroom traffic, lead capture, conversion insights, and visitor trends.
Skills
- 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.
- 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.
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