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 the Customer Sales or Guest Service Center team, ensuring prompt, courteous, and accurate assistance through telephone and digital channels. Responsibilities typically include handling guest inquiries, reservations, room and service requests, complaints, upselling opportunities, and coordination with Front Office, Reservations, Housekeeping, and other departments. Candidates are generally expected to have hospitality or contact-center experience, strong English communication skills, customer-service judgment, computer proficiency, and the ability to lead a team in a fast-paced hotel environment. Flexibility for shifting schedules, weekends, and holidays is normally required. The role also calls for sound knowledge of hotel services, attention to detail, problem-solving ability, and a professional, guest-focused attitude.

About the employer

Shangri-La Hotels and Resorts is a leading luxury hospitality group founded in Hong Kong, operating hotels, resorts, residences, and related businesses across Asia, the Middle East, Europe, North America, and other international destinations. The company is recognized for its warm Asian hospitality, high service standards, and distinctive Shangri-La guest experience. Its Philippine properties include luxury hotels and resorts in locations such as Makati, Bonifacio Global City, Cebu, Boracay, and other major tourism destinations. Shangri-La employs professionals across rooms, food and beverage, culinary, wellness, engineering, sales, and corporate functions. Employees typically work in a multicultural environment with structured service standards, training opportunities, and opportunities for progression within the group. Specific duties, benefits, and compensation vary according to the property, employment level, and local labor conditions.

Working in Philippines

The Philippines offers hospitality opportunities in Metro Manila, Cebu, Boracay, Palawan, Davao, and other resort destinations. Common roles include guest services, reservations, food and beverage, housekeeping, culinary work, sales, and hotel administration. Filipino culture is welcoming, family-oriented, and strongly influenced by English-language education, making communication with international guests relatively accessible. Lifestyle varies from busy urban living in Manila to a slower, outdoor-focused routine on islands such as Boracay or Palawan. Living costs are generally lower than in many international destinations, although central Manila and popular resorts can be expensive. Foreign workers normally need an employer-sponsored work permit and appropriate visa, while Filipino applicants need standard employment documentation. Relocation planning should include accommodation, transport, healthcare, weather, and internet access. Typhoons and seasonal flooding can affect some areas, so location-specific preparation is important.