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The Service Leader oversees the Customer Sales or Guest Service Center team, ensuring prompt, courteous handling of guest calls, inquiries, reservations, requests, and service recovery. Requirements typically include hospitality or customer-service experience, strong English communication skills, good computer and telephone-system knowledge, and the ability to work shifts, weekends, and holidays. Experience in hotel reservations, upselling, or a luxury hospitality environment is advantageous. The candidate is expected to coach colleagues, monitor service standards, coordinate with hotel departments, resolve guest concerns professionally, and support room and hotel revenue targets. A positive attitude, attention to detail, leadership ability, and calm performance under pressure are important.
Shangri-La Group is a leading luxury hospitality company headquartered in Hong Kong, operating hotels, resorts, residences, and other hospitality businesses across Asia, the Middle East, Europe, North America, and Africa. Its portfolio includes the Shangri-La, Kerry, JEN, and Traders brands. In the Philippines, Shangri-La properties are known for upscale accommodation, dining, meetings, wellness facilities, and personalized guest service. The company places strong emphasis on Asian hospitality, employee development, service consistency, and creating memorable experiences for guests. Roles commonly offer exposure to international hotel standards, structured operational training, and opportunities to progress within the wider group. Exact benefits, incentives, accommodation arrangements, and career opportunities vary by property and employment contract.
The Philippines offers hospitality opportunities in Manila, Cebu, Boracay, Palawan, Bohol, and other resort destinations, particularly in hotels, restaurants, tourism, events, reservations, and guest services. Work culture is generally warm, relationship-oriented, and team-focused, with English widely used in business and hospitality. Lifestyle varies from busy city living in Manila to a more relaxed beach setting on islands such as Boracay or Palawan. Living costs are usually lower than in many international destinations, although central Manila and major resort areas can be expensive. Foreign nationals normally need an employer-sponsored work permit and appropriate visa, while Filipino applicants need standard employment documents. Candidates should confirm visa sponsorship, salary, accommodation, transportation, medical coverage, and relocation assistance directly with Shangri-La before accepting an offer.
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