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 supports the Customer Sales and Guest Service Center team by handling guest inquiries, telephone calls, reservations, service requests, and sales opportunities. Candidates should have hotel or customer-service experience, strong communication skills, good English, and confidence using reservation or hotel information systems. Supervisory experience is an advantage. The role requires a polished, helpful manner, accurate follow-through, and the ability to remain calm while managing multiple requests. The successful candidate is expected to promote hotel services appropriately, resolve guest concerns, coordinate with other departments, meet service and sales standards, and help coach team members. Flexibility for shifts, weekends, and holidays is essential in a busy luxury-hotel environment.

About the employer

Shangri-La Group is a leading luxury hospitality company founded in Hong Kong, with hotels, resorts, and related businesses across Asia, the Middle East, Europe, North America, and other international markets. Its properties are known for warm Asian hospitality, high service standards, comfortable accommodation, dining, wellness facilities, and business and leisure experiences. In the Philippines, Shangri-La operates well-known properties in locations such as Makati, Bonifacio Global City, Cebu, and Boracay. Employees typically work in a professional, multicultural environment where guest satisfaction, teamwork, personal presentation, and attention to detail are highly valued. The company offers opportunities across hotel operations, food and beverage, sales, finance, engineering, and guest services. Compensation varies by property, experience, seniority, and benefits package.

Working in Philippines

The Philippines offers hotel and tourism opportunities across Luzon, Cebu and the Visayas, and resort destinations such as Boracay, Palawan, Bohol, and Siargao. Hospitality jobs are available in front office, guest relations, reservations, food and beverage, housekeeping, sales, and wellness. Filipino culture is welcoming, family-oriented, and strongly influenced by English-language education, making communication with international guests relatively easy. Lifestyle varies from busy urban living in Manila to relaxed coastal communities, although traffic, weather disruptions, and seasonal income can be considerations. Foreign employees normally need an employer-sponsored Alien Employment Permit and an appropriate work visa, commonly a 9(g) pre-arranged employee visa; requirements should be confirmed with the employer and Philippine authorities. Candidates should budget for housing, transport, health insurance, and relocation costs, and verify whether the employer provides accommodation, meals, flights, or visa assistance.