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, professional assistance through telephone and digital channels. 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 good computer knowledge. The successful candidate is expected to lead and coach team members, handle guest requests and complaints, support room and service sales, maintain accurate records, meet service and revenue targets, and coordinate effectively with Front Office, Reservations, and other hotel departments. Flexibility for shifting schedules, weekends, and holidays is normally required.

About the employer

Shangri-La Group is a global luxury hospitality company founded in Hong Kong, with hotels, resorts, and related businesses across Asia, the Middle East, Europe, North America, and other destinations. Its portfolio includes Shangri-La Hotels and Resorts, Kerry Hotels, JEN by Shangri-La, and Traders Hotels. The group is known for high service standards, welcoming guest experiences, and its Asian-inspired approach to hospitality. In the Philippines, Shangri-La operates established properties in locations such as Makati, Bonifacio Global City, Cebu, and Boracay. Employees generally work in a structured, guest-focused environment with opportunities for training, internal mobility, and international hospitality exposure. Benefits and compensation vary by property, position, and employment status.

Working in Philippines

The Philippines offers hospitality opportunities across Luzon, Visayas, and Mindanao. Manila, Makati, and Bonifacio Global City provide the widest range of hotel, restaurant, sales, and corporate jobs, while Cebu and Boracay are major tourism and resort hubs. Filipino culture is warm, family-oriented, community-minded, and strongly influenced by English-language education, making communication with international guests relatively accessible. Lifestyle varies from busy urban living to relaxed beach or provincial communities; housing and transport costs are generally higher in major business districts and resort destinations. Foreign nationals normally need an employer-sponsored work permit and appropriate visa, commonly arranged through the Department of Labor and Employment and the Bureau of Immigration. Applicants should confirm current requirements, medical checks, tax registration, and employment benefits before relocating. Local staff should verify contract terms, accommodation, transport, and shift arrangements with the specific Shangri-La property.