Service Leader - Customer Sales / Guest Service Center

Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full description.

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.

About the employer

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.