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 is responsible for handling guest enquiries, reservations, sales opportunities, and service requests through telephone and other communication channels. Candidates typically need hospitality or customer-service experience, strong English communication skills, good computer knowledge, and the ability to use reservation or customer-management systems. Experience in hotel reservations, contact centres, or sales is advantageous. The successful candidate is expected to lead by example, deliver courteous and accurate service, convert enquiries into bookings, resolve guest concerns, coordinate with hotel departments, and support service-quality and revenue targets. Flexibility for shifts, weekends, and public holidays is normally required, together with a professional appearance, patience, attention to detail, and a strong understanding of guest needs.

About the employer

Shangri-La is a Hong Kong-founded luxury hospitality group operating hotels, resorts, and residences across Asia, the Middle East, Europe, North America, and other international markets. The brand is known for warm Asian hospitality, personalised guest service, comfortable accommodation, and full-service facilities such as restaurants, spas, meeting venues, and leisure areas. In the Philippines, Shangri-La properties include well-established city and resort destinations, offering roles in rooms, food and beverage, sales, reservations, engineering, finance, and guest relations. Employees generally work in structured hotel environments with service standards, training programmes, and opportunities for internal career development. The company typically looks for people who are polished, dependable, culturally aware, and committed to creating memorable guest experiences while meeting operational and commercial goals.

Working in Philippines

The Philippines offers hospitality opportunities in Manila, Cebu, Boracay, Palawan, Davao, and other resort destinations. Common vacancies include guest services, reservations, food and beverage, housekeeping, culinary, engineering, sales, and wellness roles. Filipino culture is welcoming, family-oriented, and community-minded, with English widely used in hotels and business. Lifestyle varies from busy urban living to relaxed beach communities; costs are generally lower than in many international destinations, although Manila and major resort areas can be expensive. Foreign nationals normally need an employer-sponsored work permit and appropriate visa, while Filipino applicants should confirm local employment and documentation requirements. Relocation planning should include housing, transport, healthcare, weather, and typhoon considerations. The country has diverse islands, beaches, mountains, and excellent local cuisine, making it attractive for people seeking a service career alongside an active, social lifestyle.