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 before and during their stay, handling telephone and online enquiries, reservations, service requests, complaints, and sales opportunities. Candidates are generally expected to have hotel, customer service, reservations, or contact-center experience, strong spoken and written English, good computer skills, and a professional telephone manner. Knowledge of hotel systems and additional languages is an advantage. The role requires calm problem-solving, accurate information, teamwork, a sales-oriented approach, and flexibility to work shifts, weekends, and public holidays. Shangri-La would expect the successful candidate to consistently protect guest satisfaction while meeting service, response-time, and revenue targets.

About the employer

Shangri-La Hotels and Resorts is a global luxury hospitality group founded in Hong Kong and recognized for its Asian-inspired service culture. The company operates hotels, resorts, residences, and related hospitality businesses across Asia, the Middle East, Europe, North America, and other international destinations. Its properties are known for attentive guest service, comfortable accommodations, restaurants, wellness facilities, and destination experiences. In the Philippines, Shangri-La has established resorts and city hotels serving leisure travelers, business guests, families, and international visitors. Employees typically work in a structured, multicultural environment with strong emphasis on courtesy, grooming, service standards, teamwork, and professional development. The group offers opportunities across front office, food and beverage, housekeeping, sales, finance, engineering, and other hotel functions.

Working in Philippines

The Philippines is an archipelago of more than 7,000 islands, with major employment hubs in Metro Manila, Cebu, Clark, Boracay, Palawan, and Davao. Hospitality, tourism, business-process outsourcing, healthcare, retail, construction, and technology provide many job opportunities. Filipino culture is warm, family-oriented, and community-minded, while English is widely used in workplaces. Lifestyle varies from busy urban living in Manila and Cebu to slower resort life in places such as Boracay and Palawan. Costs are generally lower than in many Western countries, although central Manila and popular tourist islands can be expensive. Foreign employees normally need an employer-sponsored work permit and an appropriate visa; requirements vary by nationality and role. Relocating candidates should confirm accommodation, transport, healthcare, taxes, and visa sponsorship directly with the employer before accepting an offer.