AW Rostamani
Guest Relations Officer
- Permanent
- Dubai, United Arab Emirates
- Experience 0 - 2 yrs
Job expiry date: 29/04/2026
Job overview
Date posted
15/03/2026
Location
Dubai, United Arab Emirates
Salary
AED 10,000 - 15,000 per month
Compensation
Job description
The Guest Relations Officer role at AWR Group supports customer experience and showroom operations within an automotive retail environment in Dubai. The position is responsible for delivering friendly, efficient customer service and creating a welcoming showroom atmosphere designed to attract new customers while retaining existing ones. Operating at the front line of the customer journey, the role ensures that all visitors entering the showroom are greeted professionally and guided through the initial stages of the sales process. The Guest Relations Officer manages walk-in customer interactions by welcoming customers, directing them to the showroom, introducing them to the appropriate Sales Consultant, and ensuring customer comfort through hospitality arrangements such as refreshments. The role is responsible for capturing customer details during showroom visits, entering customer information into Customer Relationship Management systems including Salesforce, and generating qualified sales leads that are transferred to the sales team for follow-up and conversion. The position manages inbound communication channels by ensuring all incoming calls are answered promptly within three rings and transferred to the appropriate staff member within 45 seconds while also generating sales leads from telephone inquiries and forwarding them to the sales team. The Guest Relations Officer is responsible for maintaining accurate customer interaction records and reporting operational metrics including showroom tracker reports, first visit survey reports, customer satisfaction index (SSI) reports, telephone inquiry reports, and delivery follow-up reports. The role requires follow-up communication with customers two days after their showroom visit to maintain high levels of customer service and monitor customer satisfaction. The position also supports showroom logistics and vehicle delivery coordination by assisting the Delivery Manager in receiving vehicles in Oracle systems, updating new vehicle stock ageing reports, maintaining showroom vehicle display arrangements, and supporting weekly or biweekly updates of stock records. Additional responsibilities include supporting physical vehicle stock checks, assisting with test drive coordination, maintaining fleet records for test drive vehicles, and preparing vehicles for test drives for Sales Executives. The role also contributes to operational administration by maintaining inventory records for showroom supplies, coordinating maintenance and support suppliers when required, monitoring showroom activities for security or operational concerns, and forwarding collected customer feedback to the Branch Manager for review and service improvement initiatives.
Required skills
Key responsibilities
- Greet and welcome all showroom visitors in a confident and professional manner while creating a positive first impression and guiding customers to the showroom area, introducing them to the appropriate Sales Consultant, and arranging refreshments to ensure a comfortable customer experience during their visit.
- Assist walk-in customers during the initial stages of their showroom visit by engaging with them until a Sales Consultant becomes available, ensuring customers receive attention, guidance, and information about the showroom environment and available services.
- Capture and record walk-in customer information by collecting customer details, entering them into the CRM system as qualified leads, and generating lead records in Salesforce that are transferred to the assigned Sales Consultant while ensuring daily reporting of captured leads to the line manager.
- Handle inbound communication channels by answering all incoming calls within three rings, managing telephone inquiries professionally, transferring calls to the appropriate staff member within 45 seconds, and creating sales leads from telephone inquiries for distribution to the sales team.
- Conduct post-visit customer follow-ups by contacting customers two days after their showroom visit to ensure high levels of customer service, monitor satisfaction levels, and strengthen customer engagement with the dealership.
- Prepare and submit operational reports including showroom tracker reports, first visit survey reports, Customer Satisfaction Index (SSI) reports, telephone inquiry reports, delivery follow-up reports, and other required documentation to management within established reporting timelines.
- Support vehicle delivery and showroom logistics by assisting the Delivery Manager with receiving vehicles through Oracle systems, updating new vehicle stock ageing reports, managing showroom display vehicle arrangements, and supporting regular updates to vehicle stock records.
- Assist with showroom operational activities including coordinating test drives, maintaining fleet maintenance records for test drive vehicles, preparing vehicles for Sales Executives, conducting weekly physical stock checks, collecting customer feedback, maintaining inventory of showroom supplies, and coordinating maintenance or supplier support when required.
Experience & skills
- Possess a high school diploma or equivalent qualification, with a degree in hospitality, business, or a related field considered an advantage for performing customer-facing and operational showroom duties.
- Demonstrate 1–3 years of professional experience in a customer service or guest relations role, preferably within an automotive showroom, retail environment, or hospitality setting involving direct customer interaction.
- Demonstrate experience using Customer Relationship Management systems including Salesforce for customer data entry, lead management, and customer interaction tracking within a sales or service environment.
- Maintain proficiency in Microsoft Office applications and familiarity with showroom management software used for operational reporting, customer tracking, and administrative documentation.
- Demonstrate strong customer service capabilities through professional interaction with customers, maintaining a welcoming attitude, and ensuring a positive customer experience throughout the showroom visit.
- Demonstrate the ability to manage multiple administrative and operational tasks simultaneously including call handling, lead management, reporting, test drive coordination, and showroom support activities.
- Demonstrate attention to detail and organizational capability when managing customer records, maintaining reports, tracking showroom operations, and handling inventory or fleet documentation.
- Communicate effectively in English while Arabic language capability is considered desirable for supporting bilingual customer interactions within the automotive showroom environment.