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 leads a team handling guest inquiries, reservations, room and hotel service requests, and sales opportunities. Requirements typically include a hospitality, tourism, or business background, previous experience in reservations, contact-center operations, or hotel guest services, strong English communication skills, and confidence using hotel reservation and customer relationship systems. The successful candidate is expected to coach colleagues, monitor service quality, resolve guest concerns, promote rooms and hotel facilities, maintain accurate records, and meet sales or service targets. Flexibility for shifting schedules, weekends, and holidays is essential, together with a professional manner and strong knowledge of Shangri-La service standards.

About the employer

Shangri-La Group is a luxury hospitality company founded in Hong Kong and known for its hotels, resorts, residences, and related businesses across Asia, the Middle East, Europe, North America, and other international markets. Its properties are recognized for attentive service, comfortable accommodation, destination dining, wellness facilities, and distinctive local experiences. In the Philippines, Shangri-La operates well-known properties including Shangri-La The Fort, Manila, and Shangri-La Mactan, Cebu. The company places strong emphasis on warm hospitality, employee development, guest satisfaction, and consistent international service standards. A Service Leader in the Customer Sales or Guest Service Center supports this approach by ensuring calls and guest requests are handled efficiently while identifying opportunities to improve the guest experience and hotel revenue.

Working in Philippines

The Philippines offers hospitality opportunities in Manila, Cebu, Boracay, Palawan, Bohol, and other major tourism destinations. Hotels, resorts, restaurants, travel companies, and contact centers regularly recruit guest-service, reservations, sales, and supervisory staff. Filipino culture is generally warm, family-oriented, and welcoming, with English widely used in workplaces. Island living can be relaxed and scenic, but salaries and costs vary: Manila has broader career options and higher housing costs, while resort islands may offer staff accommodation but fewer urban conveniences. The country has a tropical climate, busy cities, excellent beaches, and strong domestic travel links. Foreign applicants usually need an employer-sponsored work permit and appropriate visa before starting employment; requirements depend on nationality and contract. Filipino citizens generally need standard hiring documents, government registrations, and valid identification. Research accommodation, transport, healthcare, weather, and seasonal tourism demand before relocating.