Service Leader - Customer Sales / Guest Service Center

Role summary

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The Service Leader – Customer Sales / Guest Service Center manages guest inquiries, reservations, service requests and customer sales through telephone and other communication channels. Candidates typically need a hospitality, tourism, business or related background, previous hotel or contact-center experience, strong spoken and written English, and good computer skills. The role requires excellent communication, complaint-handling and sales abilities, together with a professional, guest-focused attitude. The successful candidate is expected to lead or support team members, meet service and sales targets, maintain accurate records, coordinate with hotel departments, and provide efficient, personalized assistance. Flexibility for rotating shifts, weekends and public holidays is normally required.

About the employer

Shangri-La Group is a major luxury hospitality company founded in Asia and headquartered in Hong Kong. It operates hotels, resorts and related hospitality businesses across Asia, the Middle East, Europe, North America and other international markets. Shangri-La properties are known for refined service, distinctive locations, dining, wellness facilities and strong attention to guest experience. In the Philippines, the group has operated well-known properties including Shangri-La hotels and resorts in Metro Manila and resort destinations. Employees generally work in a structured international environment with opportunities to develop careers in guest services, food and beverage, rooms, sales, finance and hotel operations. The company places emphasis on hospitality standards, cultural awareness, teamwork and personalized service. Specific benefits, working conditions and career progression depend on the property, position and employment contract.