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 supports the Customer Sales and Guest Service Center by handling guest enquiries, reservations, requests, complaints, and sales opportunities. The role typically requires a hospitality, tourism, or business-related qualification and previous experience in hotel reservations, guest services, call centers, or front office operations. Strong spoken and written English, good telephone manners, computer literacy, and familiarity with hotel reservation systems are expected. The successful candidate should be confident, service-oriented, commercially aware, and able to lead or coach team members. Flexibility is important, as the role may involve rotating shifts, weekends, and public holidays. Candidates are expected to maintain Shangri-La service standards, resolve issues professionally, promote hotel facilities, and identify opportunities to increase room, dining, and other ancillary revenue.

About the employer

Shangri-La 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 warm Asian hospitality, thoughtful guest service, and high standards in accommodation, dining, wellness, and events. Its Philippine properties include prominent resorts and city hotels serving leisure travelers, business guests, families, and international groups. Shangri-La places strong emphasis on employee development, operational excellence, cultural awareness, and personalized service. Benefits for eligible employees may include meals, uniforms, training, service charge, medical coverage, staff accommodation or transport support, and hotel discounts, although packages vary by property and employment contract. The company generally looks for people who are gracious, dependable, detail-oriented, and comfortable working in a diverse, fast-paced hospitality environment.

Working in Philippines

The Philippines is an archipelago with varied opportunities across Luzon, Visayas, and Mindanao. Hospitality jobs are concentrated in Manila, Cebu, Boracay, Palawan, Bohol, and resort areas such as Mactan Island. Tourism, hotels, restaurants, diving, transport, and customer service provide regular employment, although wages differ significantly between cities and resorts. Filipino culture is welcoming, family-oriented, and strongly influenced by Spanish, American, and indigenous traditions; English is widely used in business and tourism. Island living can offer beaches, outdoor activities, warm weather, and a relaxed social lifestyle, but transport, internet access, healthcare, and typhoon exposure vary by location. Foreign employees generally need an employer-sponsored work permit and appropriate visa, commonly coordinated through the company and Philippine authorities. Candidates should confirm salary, accommodation, taxes, flights, medical insurance, and visa responsibility before relocating. Philippine citizens usually need standard employment documents and local government registrations.