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 manages guest enquiries, telephone and digital communications, service requests, bookings, and customer sales opportunities. Candidates typically need hotel or customer-service experience, strong English communication skills, a professional telephone manner, and confidence using reservation or property-management systems. Experience in a luxury hotel, contact center, reservations, or front-office environment is advantageous. The role requires excellent listening and problem-solving abilities, attention to detail, sales awareness, and the flexibility to work shifts, weekends, and holidays. The successful candidate is expected to represent Shangri-La warmly, respond promptly, meet service standards, support revenue generation, and coordinate effectively with other departments.

About the employer

Shangri-La Hotels and Resorts is a leading luxury hospitality group founded in Hong Kong, with hotels, resorts, and residences across Asia, the Middle East, Europe, North America, and other international destinations. The company is known for its emphasis on genuine Asian hospitality, personalized guest service, comfortable accommodation, and high-quality dining and wellness experiences. In the Philippines, Shangri-La operates prominent properties in locations such as Makati, Bonifacio Global City, Cebu, and Boracay. Employees generally work in service-focused, multicultural environments with structured operating standards and opportunities to develop careers across hotel departments and international properties. The group values warmth, professionalism, teamwork, guest engagement, and consistent attention to detail. Specific benefits, working conditions, and career-development opportunities vary by property and employment contract.

Working in Philippines

The Philippines offers hospitality opportunities in Manila, Cebu, Boracay, Palawan, and other resort destinations, particularly in hotels, food and beverage, reservations, tourism, wellness, and guest services. Filipino workplaces are generally friendly, relationship-oriented, and team-focused, while English is widely used in business and hospitality. Lifestyle varies from busy metropolitan living in Manila to a slower, outdoor-oriented pace on islands such as Boracay or Palawan. Accommodation and transport should be checked carefully before relocating, especially in resort areas where costs can be seasonal. Foreign nationals normally need an appropriate work visa or permit arranged with employer support; tourists should not work without authorization. Filipino applicants usually need standard identification, employment records, and medical or onboarding documents. Research the property’s exact location, salary, housing, transport, working hours, and benefits before accepting an offer.