About Kep Merli
Kep Merli is Albania’s premier luxury eco-resort, nestled in the coastal town of Ksamil. Spanning 28 acres along the pristine Ionian Sea, the resort offers a harmonious blend of world-class amenities and sustainable design, including a five-star hotel and a collection of extraordinary waterfront villas. Our commitment to excellence, impeccable service and eco-consciousness sets a new standard in Albanian hospitality.
Position Overview
The Front Desk & Reservations Manager plays a critical role in delivering seamless guest experiences and ensuring efficient reservation management. This position oversees all front desk operations, guest services, and reservations, ensuring that guests receive exceptional service from the moment they inquire to their departure. The ideal candidate has strong leadership skills, attention to detail, and a deep understanding of luxury hospitality operations.
Key Responsibilities
Reservations & Revenue Management
- Oversee the reservations process, ensuring accuracy in bookings, pricing, and availability.
- Maximize room occupancy and revenue through effective pricing strategies.
- Maintain and update reservation systems, ensuring seamless coordination between departments.
- Monitor market trends and competitor pricing to optimize booking rates and occupancy levels.
- Work closely with sales and marketing teams to implement promotional offers and packages.
Guest Services & Front Desk Operations
- Lead the front desk team in delivering exceptional and personalized guest experiences.
- Oversee daily check-ins, check-outs, and guest interactions to ensure smooth operations.
- Handle VIP arrivals, special requests, and guest concerns with professionalism and discretion.
- Ensure accurate guest billing and financial transactions, coordinating with accounting when needed.
- Analyze guest feedback from surveys, reviews, and direct interactions to continuously enhance service.
Team Leadership & Training
- Recruit, train, and mentor the front desk and reservations team to uphold luxury service standards.
- Conduct regular training on customer service, reservation systems, and upselling techniques.
- Set performance targets and foster a guest-focused culture among team members.
Operational Efficiency & Collaboration
- Develop and implement SOPs (Standard Operating Procedures) to optimize front desk efficiency.
- Coordinate with housekeeping, food & beverage, and concierge services for seamless guest experiences.
- Ensure compliance with safety, security, and data privacy regulations.
- Monitor lobby and reception area aesthetics to maintain a luxury ambiance.
Qualifications & Experience
- 5+ years of experience in a front desk or reservations management role at a luxury hotel or resort.
- Proven expertise in hotel reservations systems and PMS (Property Management Systems).
- Strong leadership and problem-solving skills with the ability to manage a high-performing team.
- Excellent communication skills in English and Albanian (additional languages are a plus).
- Exceptional attention to detail, organization, and ability to handle high-pressure situations.
- A passion for luxury hospitality and delivering unparalleled guest experiences.
Why Join Kep Merli?
- Work at Albania’s most prestigious eco-resort.
- Be part of a dynamic, luxury hospitality team.
- Competitive salary and career growth opportunities.
How to Apply
Send your CV and cover letter to careers@kepmerli.com with the subject “Front Desk & Reservations Manager Application”.