Guest Relations Officer

Job Requisition ID: 177940

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Position Summary

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.

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 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

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

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.