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 manages guest enquiries, reservations, service requests and sales opportunities through telephone and other communication channels. Candidates should have hospitality or customer-service experience, strong English communication skills, good computer knowledge and the ability to handle reservations or hotel systems accurately. The role requires a professional, warm and solution-focused approach, with strong attention to detail and the ability to meet service and sales targets. The successful candidate is expected to promote hotel services, resolve concerns promptly, coordinate with operational departments, maintain accurate records and deliver the high service standards associated with Shangri-La.

About the employer

Shangri-La Hotels and Resorts is a luxury hospitality group founded in Hong Kong, with hotels, resorts and residences across Asia, the Middle East, Europe, North America and other international destinations. The company is known for refined accommodation, dining, wellness facilities and personalised service inspired by Asian hospitality. In the Philippines, Shangri-La operates prominent properties including Shangri-La The Fort, Manila; Edsa Shangri-La, Manila; and Shangri-La Mactan, Cebu Resort & Spa. Employees typically work in a multicultural environment with structured service standards, training opportunities and opportunities to build careers across hotel departments and international properties. The organisation places strong emphasis on guest satisfaction, teamwork, professionalism and creating memorable experiences for both leisure and business travellers.

Working in Philippines

The Philippines offers hospitality opportunities in Metro Manila, Cebu, Boracay, Palawan, Davao and other resort destinations. Roles are available in hotels, resorts, restaurants, travel companies, customer service and tourism operations. Filipino culture is warm, family-oriented and community-minded, while English is widely used in business and hospitality. Lifestyle varies from busy urban living in Manila to a more relaxed beach setting in Cebu, Boracay or Palawan. Costs are generally lower than in many Western countries, although Manila and major resort areas can be expensive. Foreign workers normally need an employer-sponsored work permit and appropriate visa, commonly an Alien Employment Permit together with a 9(g) work visa; requirements can change, so official immigration guidance should be checked. Relocating employees should arrange accommodation, healthcare, tax registration and local banking before starting work.