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 manages customer sales and guest service center activities, handling reservations, inquiries, requests, and service recovery while supporting revenue targets. Candidates should have hospitality, reservations, call-center, or customer-service experience, strong spoken and written English, and confidence using hotel reservation or CRM systems. Leadership experience, sales awareness, problem-solving ability, and excellent telephone etiquette are expected. The role requires a guest-focused attitude, professional communication, accurate record keeping, and flexibility to work rotating shifts, weekends, and public holidays. Candidates should be able to coach colleagues, coordinate with hotel departments, and maintain Shangri-La’s service standards in a busy environment.

About the employer

Shangri-La Hotels and Resorts is a Hong Kong-founded luxury hospitality group operating hotels, resorts, and residences across Asia, the Middle East, Europe, North America, and other international destinations. The company is known for warm Asian hospitality, premium accommodation, restaurants, wellness facilities, and personalized guest service. Its Philippine properties serve leisure, business, meetings, and resort travelers, with employees working across front office, food and beverage, reservations, housekeeping, sales, and support functions. Shangri-La places strong emphasis on service quality, teamwork, professional presentation, cultural awareness, and guest satisfaction. Career opportunities may include structured training, internal mobility, and exposure to an international hotel brand. Exact benefits and employment conditions vary by property, position, and local labor requirements.

Working in Philippines

The Philippines is an archipelago with opportunities in hospitality, tourism, customer service, technology, education, healthcare, and business-process outsourcing. Major employment hubs include Metro Manila, Cebu, Clark, Boracay, Palawan, and resort areas such as Mactan and Davao. Filipino culture is friendly, family-oriented, English-speaking, and influenced by Malay, Spanish, American, and Asian traditions. Lifestyle ranges from fast-paced urban living to relaxed beach communities, with generally affordable food and services but varying housing costs. Foreign employees normally need an employer-sponsored work visa or permit; requirements depend on nationality, role, and contract, so confirm details with the employer and Philippine authorities. Relocation planning should cover housing, health insurance, transport, banking, weather, and typhoon exposure. Island locations may offer beautiful surroundings but fewer international services and higher logistics costs.