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 reservations, guest inquiries, room and package sales, and service recovery through telephone, email, and other channels. Candidates typically need a hospitality, tourism, or business-related background, previous experience in reservations, contact-center operations, guest relations, or hotel sales, and strong spoken and written English. Familiarity with hotel reservation systems, Microsoft Office, and upselling techniques is advantageous. Shangri-La expects a professional, service-focused team member who can handle multiple requests accurately, meet sales and service targets, resolve concerns calmly, maintain detailed records, and work flexible shifts, including weekends and holidays.

About the employer

Shangri-La is a major luxury hospitality group founded in Hong Kong, operating hotels, resorts, and residences across Asia, the Middle East, Europe, North America, and other international destinations. The group is known for personalized service, premium accommodation, dining, wellness facilities, and meeting and event services. Its Philippine properties serve leisure and business travelers and typically offer opportunities in front office, reservations, food and beverage, housekeeping, sales, engineering, and corporate support. Shangri-La places strong emphasis on guest satisfaction, teamwork, professional presentation, service standards, and employee development. The exact working environment depends on the property, but customer-facing roles generally require flexibility, cultural awareness, attention to detail, and a consistent commitment to the brand’s hospitality values.

Working in Philippines

The Philippines offers hospitality opportunities in Manila, Cebu, Boracay, Palawan, Davao, and other resort destinations. Common roles include hotel reservations, guest services, food and beverage, events, sales, housekeeping, and tourism operations. Filipino culture is warm, family-oriented, and community-minded, with English widely used in workplaces. Island living can be relaxed and affordable, though transport, internet reliability, healthcare access, and costs vary considerably between major cities and remote resorts. Employees should expect tropical weather, seasonal storms, and a friendly but sometimes fast-changing work environment. Foreign nationals normally need employer sponsorship and the appropriate work permit or visa before starting employment; requirements should be confirmed with Philippine immigration authorities and the employer. Relocation planning should cover accommodation, local transportation, health insurance, banking, taxes, and emergency contacts. Domestic flights and ferries connect the main islands, while Manila and Cebu provide the broadest international access and employment options.