Service Leader - Customer Sales / Guest Service Center

Shangri-La's Boracay Resort & Spa; Makati; On-site; PHP 400,000 - 700,000; Full time

Job summary

Makati Shangri-La, Manila is seeking a Service Leader for Customer Sales / Guest Service Center to lead our guest services team, drive reservations, and deliver exceptional experiences for guests in the heart of Manila.

The role requires a strong team player with a can-do attitude, excellent English communication, and proven experience in guest services or sales; you will motivate staff, ensure accurate information, and resolve inquiries promptly.

Qualifications

• Strong teamwork abilities and a proactive mindset.
• Ability to craft creative, best-fit solutions for guests and partners.
• Excellent written and spoken English; fluency in local language is a plus.

Responsibilities

• Provide assistance to guests for reservations and bookings.
• Offer accurate information about hotel services, facilities and rates.
• Upsell promotions and opportunities to maximize occupancy and revenue.
• Convert inquiries into sales and resolve requests at first contact.
• Ensure guest satisfaction and maintain professional interactions with partners.

Skills

Team player

Can-do attitude

Customer centric

Upselling

Problem solving

Interpersonal skills

English fluency

Job description

Makati Shangri-La, Manila

Makati Shangri-La is a deluxe hotel located at the center of Manila’s financial and commercial district, only minutes away from the international airport. The hotel offers spacious guestrooms and suites, the exclusive Horizon Club, world-class restaurants and bars, top-of-the-line recreational facilities, complimentary broadband and Wi-Fi Internet access, and premiere function rooms.

We are hiring for a Service Leader - Customer Sales / Guest Service Center.

As a Service Leader - Customer Sales / Guest Service Center, we rely on you to:

• Provide assistance to our guests when making reservations or bookings
• Provides guests with accurate and relevant information about the hotel services, facilities and rates
• Provides best-fit solutions for our guests to help improve the guest experience
• Introduce promotions and opportunities to guests
• Acquire effective selling techniques and adhere to the instructions provided by the Service Manager.
• Strive to convert every booking inquiry into a sale and provide prompt resolution to every inquiry / request at the initial contact.
• Up-sell whenever possible to maximize on occupancy and revenues.
• Ensure guestsatisfaction

We are looking for someone who:

• Is a strong team player
• Has a can-do attitude
• Enjoys crafting creative and best-fit solutions for business partners and customers
• Think outside of the box whilst leading change in the hotel
• Understands the global markets and local environment
• Communicates and writes with fluency in English (as well as the local language)
• Has relevant experience in a similar capacity previously
• Has strong interpersonal and communication skills
• Able to engage in a friendly and professional manner with business partners and customers