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 daily operations of the Customer Sales and Guest Service Center, ensuring prompt, courteous and accurate handling of guest calls, inquiries, reservations, service requests and sales opportunities. Applicants typically need a hospitality, business or related qualification, previous experience in hotel front office, reservations, call center or guest relations work, and strong spoken and written English. Familiarity with hotel systems, telephone etiquette and upselling is useful. The successful candidate should demonstrate leadership, excellent communication, problem-solving ability, attention to detail and flexibility for shifts, weekends and holidays. Shangri-La expects the role holder to coach team members, maintain service standards, protect guest information and achieve satisfaction and revenue targets.

About the employer

Shangri-La Hotels and Resorts 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 recognized for warm Asian hospitality, high service standards and distinctive properties in major cities and resort locations. Shangri-La provides accommodation, dining, meetings, wellness and leisure experiences for business and holiday travelers. Its Philippine operations include well-known urban and island resorts, supported by teams working in guest services, food and beverage, housekeeping, sales and administration. Employees are generally expected to show genuine care, professionalism, cultural awareness and a commitment to personalized service. The group also offers structured training and opportunities for career development within its global hospitality network.

Working in Philippines

The Philippines is an archipelago with strong hospitality employment opportunities in Manila, Cebu, Boracay, Palawan, Bohol and other resort destinations. Hotels, restaurants, travel companies, cruise businesses and tourism operators regularly recruit guest service, reservations, sales and front-office staff. Filipino culture is welcoming, family-oriented and community-minded, while English is widely used in workplaces and daily life. Island living can offer beaches, outdoor activities and a relaxed lifestyle, though transport, healthcare and housing may be less convenient outside major cities. Foreign nationals usually need an employer-sponsored work permit and an appropriate visa before beginning employment; requirements should be confirmed with the Philippine Bureau of Immigration and the employer. Relocating candidates should budget for accommodation deposits, transport, insurance and flights, and confirm whether the company provides staff housing, meals or relocation assistance.