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 role leads the Customer Sales and Guest Service Center team, handling guest enquiries, reservations, room and hotel sales, service requests, and follow-up. Candidates typically need a hospitality, tourism, business, or related qualification, along with experience in hotel reservations, telephone sales, guest relations, or contact-center operations. Strong communication skills, professional telephone manner, computer literacy, and knowledge of hotel systems are expected. The candidate should be customer-focused, commercially aware, organized, and able to coach colleagues while meeting service, sales, and response-time targets. Flexibility to work shifts, weekends, and public holidays is usually required.

About the employer

Shangri-La Group is a major luxury hospitality company founded in Hong Kong, with hotels, resorts, and residences across Asia, the Middle East, Europe, North America, and other international destinations. Its brands are known for refined service, comfortable accommodation, dining, wellness facilities, and strong attention to personalized guest experiences. Shangri-La operates several properties in the Philippines, including hotels and resorts serving business travelers, leisure guests, families, and events. Employees generally work in a structured international environment with formal service standards, training, and opportunities to progress within the hotel industry. Benefits may vary by property but can include meals, uniforms, service charge, medical coverage, staff rates, and career development support.

Working in Philippines

The Philippines offers hospitality opportunities in Metro Manila, Cebu, Boracay, Palawan, Davao, and other resort destinations. Common roles include front office, reservations, food and beverage, housekeeping, sales, guest services, and tourism operations. Filipino culture is generally warm, family-oriented, community-minded, and welcoming to international visitors; English is widely used in business and hotels. Lifestyle varies from busy urban living in Manila to a slower beach-oriented pace in islands such as Boracay or Palawan. Foreign workers normally need an employer-sponsored work permit and appropriate visa, commonly arranged with assistance from the hiring company. Relocation costs, housing, transport, healthcare, and taxation should be confirmed before accepting an offer. Local salaries are often lower than in Western markets, though benefits and service charges can improve total compensation.