POSITION SUMMARY
※This position requires business-level proficiency in both English and Japanese.
Perform general office duties to support Director of Sales & Marketing and duties in Sales & Marketing Division (e.g., filing, sending emails, typing, faxing, copying, reports of Sales, PowerPoint presentation and translation of English and Japanese). Prepare sales-related documents throughout the sales process (e.g., proposals, contracts, or banquet event orders). Promote awareness of brand image internally and externally. Gather materials and assemble information packages (e.g., brochures, promotional materials). Use sales techniques that maximize revenue while maintaining existing guest loyalty to Bulgari Hotels & Resorts. Enter, retrieve, reconcile, and verify information (e.g., commissions, leads, third parties) in software involved in the sales process. Answer guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events). Serve as the point of contact for clients and communicate with them by phone and email to respond to questions and requests.
This position’s basic work schedule is on weekdays to support overall S&M team tasks, but monthly roaster might vary based on the department operation needs. Occasional duty on weekends and public holidays might occur as per DOSM or Department Head direction according to event operational situation.
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
【CRITICAL TASKS】
■Policies and Procedures
・ Maintain confidentiality of proprietary materials and information.
・ Protect the privacy and security of guests and coworkers.
・ Follow company and department policies and procedures.
・ Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
・ Perform other reasonable job duties as requested by Supervisors.
■Guest Relations
・ Address guests' service needs in a professional, positive, and timely manner.
・ Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
・ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
・ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
・ Thank guests with genuine appreciation and provide a fond farewell.
・ Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
■Communication
・ Speak to guests and co-workers using clear, appropriate and professional language.
・ Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
・ Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
・ Talk with and listen to other employees to effectively exchange information.
■Working with Others
・ Support all co-workers and treat them with dignity and respect.
・ Develop and maintain positive and productive working relationships with other employees and departments.
・ Partner with and assist others to promote an environment of teamwork and achieve common goals.
・ Primarily supports the Sales & Marketing team on weekdays, with flexibility to work on weekends or public holidays when required,
■Physical Tasks
・ Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
■Sales, Wedding, Room Reservation and Marketing
・ Perform general office duties to support Sales & Marketing (e.g., filing, sending emails, typing, sending outgoing faxes, delivering incoming faxes, copying, opening or distributing mail, Reports, Presentations).
【CRITICAL COMPETENCIES】
■Analytical Skills
・ Computer Skills
・ System of WORDS, POWERPOINT, EXCEL & Others related to administration management
・ Learning Interpersonal Skills
・ Team Work
・ Interpersonal Skills
・ Customer Service Orientation
・ Diversity Relations Communications
・ English and Japanese Language Proficiency
・ Communication
・ Listening
・ Telephone Etiquette Skills
・ Writing
・ Applied Reading
■Personal Attributes
・ Dependability
・ Integrity
・ Positive Demeanor
・ Presentation
・ Initiative Organization
・ Detail Orientation
・ Time Management
・ Multi-Tasking
・ Planning and Organizing
【PREFERRED QUALIFICATIONS】
Education High school diploma/G.E.D. equivalent
Related Work Experience At least 1 year of related work experience
Supervisory Experience No supervisory experience is required
