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 customer sales and the Guest Service Center, supporting reservations, guest enquiries, bookings, upselling and service recovery. Requirements typically include a diploma or degree in hospitality, tourism, business or a related field, together with experience in hotel reservations, customer service or a contact-center environment. Strong communication skills, professional telephone etiquette, computer literacy and knowledge of hotel systems are expected. The candidate should be organized, commercially aware and able to coach team members while maintaining Shangri-La service standards. Flexibility for rotating shifts, weekends and holidays is essential, along with the ability to handle demanding guests calmly and accurately.

About the employer

Shangri-La is a major luxury hospitality group founded in Hong Kong and operating hotels, resorts and residences across Asia, the Middle East, Europe, Africa and North America. Its properties are known for high-quality accommodation, restaurants, wellness facilities and personalized guest service. In the Philippines, Shangri-La operates well-established properties in locations such as Makati, Bonifacio Global City, Cebu and Boracay. The company places strong emphasis on its Shangri-La Care service culture, employee development, international hospitality standards and creating memorable experiences for guests. Roles in customer sales and guest services generally combine operational coordination with revenue generation, requiring employees to communicate effectively, understand guest needs and promote the hotel’s rooms, facilities and services.

Working in Philippines

The Philippines offers hospitality opportunities in Metro Manila, Cebu, Boracay, Palawan, Davao and other resort destinations. Jobs are available in hotels, restaurants, tourism, customer service, events and travel operations, with larger international properties often providing structured training and career progression. Filipino culture is welcoming, family-oriented and community-minded, and English is widely used in workplaces. Lifestyle varies from busy urban living in Manila to relaxed coastal life on islands such as Cebu, Boracay and Palawan. Living costs are generally lower than in many international hotel markets, although central Manila and major resorts can be expensive. Foreign workers normally need an employer-sponsored work permit and an appropriate visa, while Filipino applicants require standard employment documents. Relocation planning should include accommodation, transportation, healthcare, weather, and access to major airports. Typhoons and seasonal rainfall may affect some destinations.