Resort Director
Company: Balfin Real Estate & Hospitality
Location: Palasë, Albania
Deadline: 20 Aug 2022


Balfin Real Estate & Hospitality is part of the BALFIN Group and covers sales and marketing services in the field of Real Estate and accommodation services in the tourism industry, offering to the market a high level of expertise.

Balkan Finance Investment Group, BALFIN Group, represents one of the most important and successful investment groups in the Western Balkans region. In the geographical aspect, BALFIN Group is present in Austria, Albania, Kosovo, Bosnia and Herzegovina, North Macedonia, Montenegro and the Netherlands, with approximately 6,000 employees. BALFIN Group activities include real estate development and management, retail, mining industry, banking system, tourism, energy, logistics, etc. BALFIN Group is sustainably growing based on the approach of improving the quality of livelihood for communities and environmental-friendly investments, contributing to economic development, by introduction of new ideas, increasing employment and social investment.

Position:         Resort Director

Department:  Resort Operation & Hospitality

Location:        Green Coast Resort and Residences, Palasë


Position summary:

Resort Director manages a mixed-use development, composed by the free hold owners residences, the accommodation structure (holiday for rented units) and cooperate with the beach bars and restaurants of Green Coast & Residences to prepare customers service packages. He/ She coordinates all the different units in an establishment. His/ Her role is to elaborate and define the commercial and management strategy of residences and the hospitality part of Green Coast in line with the customer standards, the profit targets, the quality, the hygiene and the safety standards.


Main Duties and Responsibilities:

Human Recourses

  • Built the resort operation structure;
  • Builds the department’s strategy in alignment with the company strategy, and transforms them into clear objectives;
  • Hires qualified personnel according to standards when needed, involved in JD preparations, trainings, KPI settings, performance evaluation of the department team directly reporting, maintain standards for staff performance;
  • Update the records of the team working hours, ensuring they meet the requirements of the working time directive;
  • Organize, coordinate and supervise people and operations to ensure maximum efficiency and profitability of the entire structure;
  • Anticipate owners and guest needs and respond promptly and accordingly.


Customer Service

  • Assures that the department maintain standards for customer service;
  • Ensure that all staff project a positive, approachable, friendly and professional image to enhance client and customer retention and assist the company in winning new business;
  • Makes sure the staff greet guests at arrival, create standards surveys, and find acceptable solutions to problems that may arise;
  • Is responsible to prepare and offer basic customer services packages, and also special “A l Carte” service packages for owners/residents and guests; When these services involve third parties;
  • Need to keep abreast of local happenings so suggest to the concierge team to book tours or recommend activities to guests and owners/residents unfamiliar with the area;
  • May needed to coordinate functions or events for your guests and owners/residents;
  • Make sure operations are running smoothly in tandem with one another (especially with the Asset Management department for the maintenance and housekeeping of the common areas and for the A la Carte services offered to the owners and residents);
  • Manages customer and residents complains; Takes care of resolving any discomfort the guests and residents may have due to possible lack of customer service;
  • Ensure positive customer experiences by maintaining high-quality facilities and remedying problems. Conduct inspections to make sure that they are all up to code.



  • Is responsible to communicate and follow with the team the standard operating procedure;
  • Takes care of the Resort Administration;
  • Responsible for the rented unites sales and for the reception operations;
  • Maintaining full knowledge of all inner working of the resort:
    • Owners/ residents services and relationship with them;
    • Villas price rates, booking policies and procedures, specials, availabilities;
    • Maintaining the collaboration with other group companies involved in the project/ resort;
  • Suggests and implement the price/rates policy and proposes the discount policy to the CEO;
  • As/ When requested by the director, conducts periodical meetings to ensure that all sectors of the department are in working order;
  • Manages customer and residents complains; Takes care of resolving any discomfort the guests and residents may have due to possible lack of customer service;
  • Ensures that maintenance is kept in the whole, making sure that everything on the property is working and is safe;
  • Plans and manages budgets; Approves and controls expenditures; Creates reports for senior management;
  • Ensures to have the necessary/ manage supplies;
  • Responsible to control and deliver the financial result of the resort;
  • Maintain under control income and opex situation as per the approved budget;
  • Maintain under control financial issues (cash management, cash flow etc.).



  • Guarantees adherence to relevant legal, health and safety regulations and guidelines;
  • Comply with all company and client policies, procedures and statutory regulations, including human resources, site rules, health and safety, safe working practices, hygiene, cleanliness, fire;
  • Active participation in giving suggestion in all company;
  • Participate in company meetings/presentations.


Job Experience:

  • Have at least 5 years of experience in this profile.


Job position competencies:

  • Planning and organizing;
  • Ability to multitask and prioritize;
  • Customer service orientation;
  • Attention to detail and accuracy;
  • Professional appearance and attitude;
  • Effective/Excellent verbal and written communication skills;
  • Ability to handle stress and stay calm under pressure;
  • Financial management;
  • Conflict resolution skills;
  • Decision making and judgment skills;


Requirement for the job position:

  • Work experience in customer service or sales;
  • Knowledge of the best practices and procedures for customer service, hospitality, management, renting programs;
  • Hands on experience with MS Office and relevant software;
  • Excellent communication, leadership, relationship building and interpersonal skills;
  • Problem-solving aptitude;
  • BA in hospitality management or similar relevant field;
  • Driving license.


Work conditions:

Balfin Real Estate and Hospitality is an equal opportunity employer that offers a professional and dynamic work environment, an attractive compensation and benefits package, and opportunities to fully develop your professional potential.


Method of application:

All those interested can apply by sending their CV and motivation letter at this link


Submission deadline: 20/08/2022

* All applications will be treated with strict confidentiality according to the law No. 9887 set by the Albanian Parliament for the “Protection of Personal Data”

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