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 – Customer Sales / Guest Service Center supports guests through reservations, inquiries, sales assistance, and service recovery. The role typically requires hospitality or customer-service experience, strong English communication, telephone and email etiquette, computer proficiency, and the ability to use reservation or hotel systems. Candidates should be service-focused, confident handling guest concerns, commercially aware, and comfortable meeting quality and sales targets. Flexibility for rotating shifts, weekends, and holidays is expected. Experience in a luxury hotel, contact center, reservations, or travel environment is advantageous. The successful candidate is expected to represent Shangri-La professionally and provide prompt, personalized assistance that increases guest satisfaction and supports room revenue.

About the employer

Shangri-La Group is a leading luxury hospitality company founded in Hong Kong, with hotels, resorts, and residences across Asia, the Middle East, Europe, North America, and other international markets. Its brands are known for warm Asian hospitality, high service standards, and carefully designed guest experiences. In the Philippines, Shangri-La operates well-known properties including Shangri-La The Fort, Manila, and Shangri-La Mactan, Cebu, as well as other hospitality interests. The company employs professionals across guest services, food and beverage, rooms, sales, engineering, wellness, and corporate functions. Employees generally work in structured, service-oriented environments with training and opportunities for internal career development. Benefits may include meals, uniforms, transportation or housing support in some locations, incentives, and healthcare, although the exact package depends on the property and employment contract.

Working in Philippines

The Philippines is an archipelago with major employment centers on Luzon, Visayas, and Mindanao. Hospitality opportunities are concentrated in Metro Manila, Cebu, Boracay, Palawan, and resort areas such as Mactan and Bohol. English is widely used in hotels and business, while Filipino and regional languages are common in daily life. The culture is friendly, family-oriented, and community-minded, with a strong food, music, and festival tradition. Lifestyle ranges from busy urban living and shopping in Manila to a slower beach-oriented pace in island destinations. Costs are generally lower than in many Western countries, though 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 documents. Relocation planning should include accommodation, transport, healthcare, weather, and typhoon-season considerations.