Customer Service Executive – The Hidden Domus

Job Description

ABOUT THE ROLE

We are seeking a professional, customer-focused and highly organised Customer Service Executive to join our luxury hospitality team and help deliver exceptional guest experiences within a premium serviced residence.

The successful candidate will serve as a key point of contact for guests throughout their stay, from initial enquiries and reservations through check-in, accommodation and check-out. You will be responsible for providing warm, responsive and professional service while ensuring that guests receive timely assistance and that the property’s service and presentation standards are consistently maintained.

This role is ideal for an individual who enjoys working in a fast-paced hospitality environment, has excellent communication skills, demonstrates strong attention to detail and is passionate about creating memorable guest experiences.

KEY RESPONSIBILITIES

Guest Service & Communication

• Respond promptly and professionally to guest enquiries received through phone calls, emails, online chats and social media platforms.
• Provide accurate information about accommodation, facilities, services, rates, availability and applicable policies.
• Build positive relationships with guests and ensure their needs are addressed throughout their stay.
• Handle guest requests, complaints and concerns professionally, ensuring appropriate follow-up and resolution.
• Maintain a high standard of professionalism, courtesy and confidentiality when interacting with guests.

Reservations & Booking Management

• Manage guest reservations, booking requests and confirmations.
• Verify payments and ensure that booking information is accurately recorded.
• Maintain up-to-date reservation records, booking databases and Online Travel Agency (OTA) calendars.
• Monitor room availability and coordinate with relevant teams to ensure accurate allocation and booking information.
• Follow up on pending bookings, cancellations, amendments and payment-related matters.

Check-In, Check-Out & Concierge Services

• Coordinate and support smooth guest check-in and check-out processes.
• Welcome guests professionally and provide relevant information about the property and available services.
• Assist guests with concierge-related requests, including transportation, airport transfers, local recommendations and other arrangements.
• Provide guests with useful information about nearby attractions, restaurants, shopping areas and other points of interest.
• Ensure that guest requests are communicated promptly to the appropriate departments or service providers.

Guest Experience & Quality Assurance

• Monitor guest feedback, online reviews and ratings across relevant platforms.
• Respond appropriately to guest feedback and escalate significant concerns to management.
• Identify recurring guest concerns and recommend practical improvements to enhance service delivery.
• Ensure that guest experience standards are consistently maintained.
• Support the team in delivering a premium and personalised hospitality experience.

Housekeeping & Property Coordination

• Coordinate with housekeeping and other operational teams to ensure rooms and common areas are clean, well-presented and ready for guests.
• Monitor housekeeping routines and follow up on identified cleanliness or presentation issues.
• Conduct or support basic room-readiness checks where required.
• Report maintenance, facility or service issues promptly to the appropriate team for resolution.
• Ensure that guest-facing areas consistently meet the property’s expected standards.

Administration & Reporting

• Maintain accurate records of reservations, guest interactions, payments and service requests.
• Prepare or support daily and periodic reports relating to guest services and reservations.
• Use Microsoft Office and Google Workspace tools to manage correspondence, records and reports.
• Ensure all guest information and company records are handled confidentially and securely.
• Support management with other customer service and administrative duties as required.

KEY REQUIREMENTS

Applicants should have:

• A minimum of an HND in Hospitality Management, Tourism, Business Administration, Customer Service or a related field.
• At least one (1) year of relevant customer service experience within the hospitality industry.
• Previous experience in a hotel, serviced apartment, luxury residence or similar hospitality environment will be an advantage.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-management abilities.
• Excellent customer service and problem-solving skills.
• Strong organisational skills with exceptional attention to detail.
• Ability to multitask and remain calm and professional in a fast-paced environment.
• Proficiency in Microsoft Office and Google Workspace.
• Familiarity with online booking platforms and OTA systems will be an advantage.
• Ability and willingness to work day and night shifts, weekends and public holidays.
• High level of integrity, professionalism, discretion and accountability.
• A genuine passion for hospitality and delivering exceptional guest experiences.

KEY COMPETENCIES

• Customer Service Excellence
• Guest Relations
• Communication & Interpersonal Skills
• Problem Solving
• Reservation & Booking Management
• Hospitality Operations
• Attention to Detail
• Organisation & Time Management
• Complaint Resolution
• Teamwork & Collaboration
• Professionalism and Integrity
• Adaptability and Flexibility

PERSONAL ATTRIBUTES

The ideal candidate should be:

• Warm, welcoming and naturally service-oriented.
• Professional and well-presented.
• Proactive and able to anticipate guest needs.
• Patient and composed when handling challenging situations.
• Detail-oriented and highly organised.
• Comfortable working independently as well as part of a team.
• Flexible and willing to work according to the operational needs of the property.
• Passionate about creating exceptional and memorable guest experiences.

WHAT WE OFFER

This position provides an opportunity to work within a premium hospitality environment where service excellence, professionalism and guest satisfaction are highly valued. The successful candidate will have the opportunity to develop their hospitality and customer service skills while working with a professional and growing team.

APPLICATION DETAILS

Location: Trasacco, East Legon, Accra
Employment Type: Full-Time
Availability: Immediate
Application Deadline: 11 November 2026

How to Apply:
Interested and qualified candidates should submit their CV and a brief cover note to:

myhome@squaremilehomes.com

For enquiries, call or WhatsApp:
024 601 5416

Only shortlisted candidates will be contacted.