Customer Service Executive

About the role

The Hidden Domus is a premium African-inspired hospitality brand in East Legon-Trassaco, Accra, offering luxury apartments, executive suites and tailored staycation and extended-stay experiences. It is hiring a full-time, on-site Customer Service Executive in Accra who welcomes guests, manages check-ins and check-outs and handles inquiries by phone, email and messaging.

Key responsibilities

• Welcome guests and manage check-ins and check-outs
• Handle guest inquiries across phone, email and messaging channels
• Resolve guest concerns and coordinate with housekeeping and operations so rooms and suites are ready
• Support reservations, bookings and payment-related queries
• Maintain accurate guest records and provide information on services and local attractions
• Ensure service standards are consistently met and support feedback collection and follow-up
• Collaborate with the wider team to deliver a seamless, courteous guest experience

Required profile

• Strong customer service and guest relations skills, with empathy, professionalism and problem-solving
• Clear verbal and written communication, able to speak confidently with local and international guests
• Ability to work in a fast-paced hospitality environment, manage multiple tasks and keep attention to detail
• Reliability, integrity and willingness to work flexible hours, including weekends and holidays when needed
• Prior experience in hospitality, front desk or customer-facing roles is highly beneficial
• A relevant diploma or degree in hospitality, tourism, business or a related field is an advantage

Required skills

• Basic administrative and computer skills, including handling reservation systems, emails and standard office software