Job Description

THE ROLE

At Belmond, every conversation is an opportunity to create a lasting connection. As Customer Contact Leader, you will inspire and guide a team dedicated to delivering the kind of warm, expert service that defines the Belmond experience — from the very first inquiry to the moment a guest embarks on their journey.

Reporting to the Manager of Customer Contact, you will be the beating heart of a team that takes genuine pride in what they do. Calm, confident, and deeply committed to excellence, you lead not through authority alone, but through passion, expertise, and care.

WHAT WILL YOU DO

Nurture a High-Performing Team

• Champion daily performance with thoughtful, timely feedback — celebrating strengths and addressing challenges with purpose and empathy.
• Guide the team through Belmond's processes and standards, not as rules to follow, but as a craft to master.
• Invest in your people through regular 1:1s, coaching sessions, and meaningful development opportunities.

Elevate Every Guest Interaction

• Ensure that every travel inquiry and reservation is handled with the warmth, care, and expertise that Belmond is renowned for.
• Own escalations with grace, seeing every challenge through to a thoughtful resolution.

Lead with Vision

• Identify opportunities for continual improvement and bring them forward with confidence and clarity.
• Motivate your team through compelling leadership — setting clear objectives and inspiring people to exceed them.

Keep the Team Connected

• Foster open, honest communication through feedback sessions, team meetings, and meaningful incentives.
• Ensure your team is always informed, engaged, and empowered — from KPIs and call statistics to broader business goals.

Operational Excellence

• Step into the role of Duty Leader during weekends, holidays, and senior management absences, holding the global team together with poise.
• Cultivate a workplace culture that is inclusive, collaborative, and celebratory — one where achievements are recognised and people feel valued.

Uphold Our Standards

• Maintain safe, responsible working practices at all times, ensuring full compliance with Health and Safety policies.
• Embody Belmond's core values — Care, Confidence, Curiosity, and Community — in every action and interaction.

Represent Belmond with Pride

• Conduct yourself as a true ambassador of the Belmond brand, upholding its vision and values both within the organisation and beyond.
• Safeguard the confidentiality of guest, employee, and company information with the utmost integrity.

Grow Continuously

• Partner with the Manager of Customer Contact to deliver on shared objectives and foster a spirit of collaboration.
• Pursue ongoing learning — attending development courses and completing eLearning modules as required.

Requirements

• Strong leadership in customer contact, with a proven track record of coaching high-performing teams and fostering a culture of excellence.
• Exceptional customer service delivery, consistently elevating guest interactions and expertly managing escalations to thoughtful resolutions.
• Fluent English (C1 or above), with outstanding communication skills to inspire teams and effectively engage with all stakeholders.
• Strategic thinker adept at identifying and implementing continuous improvement opportunities for operational efficiency and service quality.
• Decisive operational command, capable of confidently managing daily operations and assuming Duty Leader responsibilities during critical periods.
• Brand champion and integrity keeper, consistently embodying company values and safeguarding confidential information with utmost discretion.
• Proactive learner, committed to ongoing professional development and adapting to evolving industry best practices.

Benefits

What we offer

At Belmond we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:

• Permanent contract within CCNL Turismo Federalberghi
• Competitive salary and life insurance plan.
• Complimentary and preferred rate experiences at our iconic destinations.
• Harvard Management Online Training.
• Corporate Belmond and LVMH Benefits.
• Meals vouchers.

We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you'll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities, and each other.

The Belmond & LVMH Family

Belmond is proud to be part of LVMH, and the Belmond global collection of iconic hotels, trains and river cruises, all creating exceptional experiences worldwide. When you join one of our properties, you join a global family of history-rich hotels and breathtaking destinations, where our employees are at the heart of the Belmond experience.