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 oversees the Customer Sales and Guest Service Center, handling reservations, enquiries, sales opportunities, guest requests, and service recovery. Requirements typically include a hospitality, tourism, or business background, previous experience in hotel reservations, call-center operations, guest relations, or sales, and strong spoken and written English. Familiarity with hotel reservation systems, telephone etiquette, upselling, and customer relationship management is valuable. The successful candidate should be organized, commercially aware, calm under pressure, and able to lead or support a team across shifts. Shangri-La expects a polished, service-focused professional who can meet sales and guest satisfaction targets while maintaining brand standards.

About the employer

Shangri-La is a luxury hospitality group founded in Hong Kong, operating hotels, resorts, residences, and related businesses across Asia, the Middle East, Europe, North America, and other international destinations. The group is known for its warm Asian hospitality, high service standards, distinctive properties, and emphasis on personalized guest experiences. In the Philippines, Shangri-La operates established hotels and resorts, including properties in Manila and Boracay. Employees typically work in an international environment with structured operating procedures, training opportunities, and career paths across hotel departments and destinations. Service quality, teamwork, cultural awareness, professionalism, and attention to detail are central to the company’s workplace expectations. Exact benefits and compensation vary according to the property, position, experience, and employment contract.

Working in Philippines

The Philippines offers hospitality opportunities in Manila, Cebu, Boracay, Palawan, and other resort destinations, particularly in hotels, restaurants, reservations, events, tourism, and guest services. The culture is welcoming, sociable, family-oriented, and strongly influenced by both Asian and Western traditions. English is widely used in business and hotels, although learning basic Filipino is helpful. Lifestyle varies from busy urban living in Manila to a slower beach-oriented pace in Boracay or Palawan. Accommodation and transport costs depend greatly on the island; Manila generally offers more career options but heavier traffic and higher rent. Foreign employees normally need an employer-sponsored work permit and appropriate visa, while Filipino applicants should confirm local employment documentation. Candidates relocating should budget for housing deposits, healthcare, transportation, and seasonal travel, and verify the property’s location before accepting an offer.