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 will supervise customer sales and guest service center activities, handling telephone and digital inquiries, reservations, upselling, guest requests, complaints, and coordination with hotel departments. Requirements typically include a degree or diploma in hospitality, tourism, business, or a related field; previous hotel reservations, guest relations, contact-center, or sales experience; strong English communication skills; and confidence using reservation and customer relationship systems. The successful candidate is expected to lead by example, meet service and sales targets, maintain accurate records, resolve issues professionally, coach team members, and provide consistently warm Shangri-La service. Flexibility for shifts, weekends, and holidays is normally required.

About the employer

Shangri-La Group is a major luxury hospitality company founded in Hong Kong, operating hotels, resorts, residences, and related businesses across Asia, the Middle East, Europe, North America, and other international markets. Its properties are known for attentive service, comfortable accommodation, distinctive dining, wellness facilities, and strong destination experiences. In the Philippines, Shangri-La operates well-known properties in locations including Manila, Cebu, and Boracay. The group places emphasis on genuine hospitality, employee development, cultural understanding, and personalized guest care. A Service Leader in the Customer Sales or Guest Service Center supports this service culture by ensuring guest communications are handled efficiently, professionally, and with appropriate opportunities to increase revenue and loyalty.

Working in Philippines

The Philippines offers hospitality opportunities in Manila, Cebu, Boracay, Palawan, and other resort destinations, especially in front office, reservations, food and beverage, housekeeping, sales, and guest services. Filipino culture is welcoming, family-oriented, and strongly influenced by local traditions, Spanish history, American media, and many regional languages; English is widely used in workplaces. Island living can provide beaches, outdoor activities, affordable local food, and a relaxed social environment, although traffic, tropical weather, and occasional storms require preparation. Foreign workers generally need an employer-sponsored work permit and appropriate visa, commonly arranged through the hiring company; working before approval is not permitted. Applicants should confirm accommodation, transport, medical coverage, taxes, and contract terms before relocating. Local employees should verify the employer and recruitment process, while international candidates should consult the Philippine embassy or immigration authorities for current requirements.