Customer Service Agent (Full-Time)

Location: Accra, Ghana
Employment Type: Full-Time
Application Deadline: 7 August 2026

Company Profile

Accra Marriott Hotel is a premier international hospitality destination renowned for delivering exceptional guest experiences through luxury accommodation, outstanding dining, and world-class service. As part of the globally recognized Marriott brand, we are committed to excellence, innovation, diversity, and creating memorable experiences for every guest. Our people are the foundation of our success, and we foster an inclusive, collaborative, and rewarding work environment where employees are empowered to grow and excel.

We are seeking enthusiastic, customer-focused, and service-oriented Customer Service Agents to join our team. The successful candidates will deliver exceptional guest support by responding to enquiries, resolving concerns, and ensuring every guest enjoys a memorable and seamless experience throughout their stay.

Position Summary

The Customer Service Agent is responsible for providing outstanding customer support by assisting guests with enquiries, handling service requests, resolving issues efficiently, and promoting the hotel’s commitment to exceptional hospitality. The role requires excellent communication skills, professionalism, empathy, and a proactive approach to guest satisfaction.

Key Responsibilities

• Welcome guests warmly and provide professional, courteous, and personalized service.
• Respond promptly to guest enquiries through telephone, email, and face-to-face interactions.
• Assist guests with information about hotel facilities, services, amenities, events, and local attractions.
• Resolve guest concerns, complaints, and service requests efficiently while ensuring a positive outcome.
• Coordinate with Front Office, Housekeeping, Food and Beverage, Engineering, and other departments to meet guest needs.
• Follow up on guest requests to ensure timely completion and satisfaction.
• Maintain accurate records of guest interactions and service requests.
• Promote hotel services, loyalty programmes, and special offers where appropriate.
• Process guest feedback and communicate recurring service issues to management.
• Maintain confidentiality of guest information in accordance with company policies.
• Uphold Marriott’s service standards, brand values, and operational procedures at all times.
• Support front office and guest relations activities during peak operational periods.
• Perform additional customer service and administrative duties assigned by management.

Qualifications and Experience

Education

Applicants should possess:

• HND or Bachelor’s Degree in Hospitality Management, Tourism Management, Business Administration, Communications, Customer Service Management, or a related discipline.

Experience

• Previous experience as a Customer Service Agent, Guest Relations Officer, Front Desk Agent, Receptionist, Call Centre Representative, or in a similar customer-facing role is preferred.
• Experience working in a hotel, hospitality, tourism, or service-oriented environment will be an added advantage.

Required Skills and Competencies

The successful candidate should demonstrate:

• Excellent verbal and written communication skills.
• Outstanding customer service and relationship management skills.
• Strong interpersonal and active listening skills.
• Professional appearance and positive attitude.
• Excellent telephone etiquette.
• Strong problem-solving and conflict-resolution abilities.
• Ability to remain calm and professional under pressure.
• Strong organizational and multitasking skills.
• High attention to detail and accuracy.
• Proficiency in Microsoft Office Suite; experience with hotel property management systems is an advantage.
• Ability to work independently and collaboratively within a team.
• High level of integrity, professionalism, and confidentiality.
• Flexibility to work rotating shifts, weekends, evenings, and public holidays.

How to Apply

Apply online by clicking on the application button.