The Service Leader – Customer Sales / Guest Service Center supervises guest communications, reservations enquiries, booking conversions and service delivery through telephone and digital channels. Requirements typically include a hospitality, tourism or related background, previous experience in reservations, customer service or hotel operations, strong English communication skills and familiarity with hotel reservation systems. The successful candidate is expected to lead and coach team members, handle guest concerns professionally, meet sales and service targets, coordinate with Front Office and other departments, and maintain accurate booking information. Flexibility for shifts, weekends and holidays, a polished manner, attention to detail and a genuine commitment to Shangri-La’s service standards are important.
Shangri-La Group is a leading luxury hospitality company founded in Hong Kong, with hotels, resorts and residences across Asia, the Middle East, Europe, North America and other international markets. Its portfolio includes the Shangri-La, Kerry, JEN and Traders brands. The group is known for personalized service, refined accommodation, destination resorts and strong standards in guest satisfaction. In the Philippines, Shangri-La properties operate in major business and leisure destinations and employ teams across rooms, food and beverage, wellness, events and commercial operations. Employees generally work in a structured international hotel environment with opportunities for training, internal mobility and career development. Benefits and working conditions vary by property, position and employment status, but hospitality roles commonly include service incentives, staff meals, uniforms and other hotel-specific benefits.
The Philippines offers hospitality opportunities in Manila, Cebu, Boracay, Palawan, Bohol, Davao and other growing tourism destinations. Manila and Cebu provide broader corporate and hotel career options, while Boracay, Palawan and Bohol focus heavily on resorts, guest services, activities and food and beverage. Filipino culture is warm, family-oriented and community-minded, with English widely used in workplaces. Lifestyle ranges from busy urban living to relaxed coastal communities, although transport, weather and internet reliability can vary by island. Foreign nationals generally need an employer-sponsored work permit and an appropriate visa before starting employment; requirements should be confirmed with Philippine immigration authorities and the employer. Relocation planning should include accommodation, health insurance, transport, banking, local taxes and typhoon-season preparation. Local salaries may be modest compared with some international markets, but resort roles can provide meals, accommodation or service benefits.
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