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 Guest Experience Manager is a pivotal role dedicated to ensuring that every guest’s stay is exceptional, from initial contact through departure. This position requires a blend of strong interpersonal skills, in-depth knowledge of hospitality operations, and a passion for enhancing guest satisfaction.
The Guest Experience Manager will oversee both the Front Desk and Housekeeping teams, ensuring a flawless guest experience from check-in to check-out. The ideal candidate will drive service standards, guest satisfaction, and operational efficiency while maintaining Kep Merli’s luxury brand reputation.
Key Responsibilities
Guest Services & Front Desk Management
- Oversee daily front desk operations, ensuring smooth check-ins, check-outs, and guest interactions.
- Lead and train the front desk team to deliver exceptional and personalized guest service.
- Handle VIP arrivals, special requests, and guest concerns with professionalism and discretion.
- Ensure accurate guest billing, reservation accuracy, and coordination with other departments.
- Monitor guest feedback through reviews, surveys, and direct interactions to enhance service.
Housekeeping & Resort Standards
- Supervise housekeeping operations to maintain immaculate cleanliness and high-end presentation.
- Conduct regular room and public area inspections to ensure luxury standards are met.
- Work with the housekeeping team to optimize workflow, staffing, and supply management.
- Coordinate with maintenance and engineering teams for timely room repairs and facility upkeep.
- Ensure compliance with health, hygiene, and safety regulations.
Team Leadership & Training
- Recruit, train, and mentor the housekeeping and front desk teams.
- Foster a positive, guest-focused work environment with a culture of excellence.
- Conduct ongoing staff training in customer service, luxury hospitality, and operational efficiency.
- Implement performance metrics and ensure high team engagement.
Operational Efficiency & Cross-Department Collaboration
- Work closely with Food & Beverage, Spa, and Recreation teams to ensure seamless service.
- Assist in budgeting, cost control, and inventory management for housekeeping and front desk.
- Develop SOPs (Standard Operating Procedures) to optimize efficiency and service excellence.
- Monitor property appearance and guest experience touchpoints, ensuring everything aligns with Kep Merli’s brand.
Qualifications & Experience
- 5+ years of experience in a hotel management or luxury resort setting.
- Proven leadership experience managing both front desk and housekeeping teams.
- Strong problem-solving skills and ability to handle guest complaints diplomatically.
- Experience with hotel management software and front desk operations.
- Excellent communication skills in English and Albanian (additional languages are a plus).
- High level of organization, attention to detail, and a passion for hospitality.
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 “Guest Experience Manager Application”.