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 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.

About the employer

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.