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Guest Experience Manager

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Your applicationOpen nowGuest Experience ManagerMy

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The clock on this job

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11.5% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.5%7 days
  4. 18.1%14 days
  5. 35.6%30 days
  6. 44.6%60 days
This job: first seen 5 hours ago

The posting

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 [email protected] with the subject “Guest Experience Manager Application”.

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