Service Leader - Customer Sales / Guest Service Center

Job Description

The Service Leader – Customer Sales / Guest Service Center supervises a team handling guest enquiries, reservations, booking changes, hotel information and customer sales through telephone and digital channels. Candidates typically need a hospitality, tourism or business background, previous experience in reservations, customer service or hotel operations, and supervisory experience. Strong spoken and written English, sales awareness, problem-solving ability and confidence using property-management or reservations systems are expected. The role requires a professional telephone manner, attention to detail and the ability to meet service and revenue targets. Flexibility to work rotating shifts, weekends and public holidays is essential, together with a guest-focused attitude and the ability to coach colleagues.

Company Info

Shangri-La is a Hong Kong-based luxury hospitality group operating hotels, resorts and residences across Asia, the Middle East, Europe, North America and other international markets. Its properties are known for attentive service, distinctive local experiences and the Shangri-La brand promise of warm hospitality. In the Philippines, the group operates prominent city hotels and island resorts, including properties in Manila, Cebu and Boracay. Employees generally work in a structured international environment with training, career-development opportunities and exposure to a wide range of guests. The company places strong emphasis on service standards, teamwork, professionalism and creating memorable stays while supporting responsible operations and local communities.

Destination Guide

The Philippines offers hospitality opportunities in Manila, Cebu, Boracay, Palawan, Bohol and other resort destinations, as well as in restaurants, travel companies and business-process services. Workplaces are generally friendly and relationship-oriented, with English widely used in hotels and tourism. Filipino culture values courtesy, family, community and celebrations, while island life often includes beaches, outdoor activities and a relaxed social atmosphere. Major cities provide better transport, healthcare and career variety, whereas resort locations offer a quieter lifestyle but may have higher costs for imported goods. Foreign nationals normally need an employer-sponsored work permit and appropriate visa, with requirements depending on nationality and contract. Employees should confirm accommodation, transport, medical coverage, taxes and relocation assistance before accepting an offer. Local employees need valid government identification and employment documentation.