Guest Relation Officer

Role Overview

Guest Relation Officer at AWR Group, based in the Middle East.

Company Overview

AW Rostamani Group is a leading multi-sector family business in the Middle East with a legacy of over seven decades. The Group operates across automotive, real estate, retail, lighting solutions, travel, logistics, agritech and sustainable packaging. It serves over 155,000 customers and 24,000 businesses annually, supported by a team of more than 3,000 employees. Guided by its purpose to enrich lives across generations, the Group is dedicated to building purposeful businesses that meaningfully impact people, industries and the planet through innovation, sustainability and progress.

Role Purpose

To deliver friendly and efficient customer service and create a warm and welcoming atmosphere for all customers, with the key aim of retaining and attracting new customers.

Key Responsibilities

Customer Service & Reception

• Greet and welcome customers confidently and in a professional manner.
• Guide customers to the showroom and introduce them to the Sales Consultant.
• Arrange refreshments for customers.
• Assist customers until a sales consultant becomes available.
• Ensure all incoming calls are answered within three rings.
• Ensure all calls are transferred to the right person within 45 seconds.

Customer Follow-up & Feedback

• Contact customers after two days of their visit to ensure maintaining high level of customer service.
• Collect customer feedback and forward the same to Branch Manager for review on a daily basis.

Lead Management

• Capture walk-in customer details and enter them in the system as leads.
• Send lead information to line manager on a daily basis.
• Create leads in Salesforce and transfer to the sales consultant.
• Ensure all leads are converted and report to the manager.
• Create leads from telephone inquiries and send to the Sales Team.

Reporting

• Submit showroom tracker, first visit survey detailed report, SSI report, telephone inquiries, delivery follow-up report and other reports as required on a timely basis.

Security & Safety

• Be alerted to any untoward activities occurring in the showroom and report accordingly.

Inventory & Vehicle Management

• Support the Delivery in Charge or Delivery Manager in receiving vehicles on Oracle and updating the new vehicles stock ageing report on a daily basis.
• Support the Delivery in Charge or Delivery Manager in arranging showroom display vehicles and updating the ageing report on a weekly or biweekly basis.
• Support the Delivery in Charge in conducting a physical stock check on a weekly basis.
• Maintain and handle test drives in support of the Delivery in Charge or Manager on a daily basis.
• Keep records of maintenance of test drive vehicles.
• Prepare in support of test drives for Sales Executives.
• Assist in obtaining the required maintenance and support suppliers.
• Keep a stock inventory of supplies and report to line manager accordingly.

Qualifications & Experience

• High school diploma or equivalent; a degree in hospitality, business, or related field is a plus.
• Minimum 1–3 years of work experience in a similar role.

Skills & Competencies

• Proven experience in customer service, preferably in a showroom, retail, or hospitality setting.
• Strong communication and interpersonal skills.
• Excellent organizational skills and attention to detail.
• Ability to work under pressure and handle multiple tasks.
• Professional and friendly demeanor with a focus on customer satisfaction.
• Proficiency in Microsoft Office and showroom management software (preferred).
• English language proficiency; Arabic is desirable.