Customer Contact Leader

Overview Belmond is a collection of iconic hotels, trains, safaris and river cruises worldwide. Culture, community and cuisine take centre stage in curated adventures, from the Mediterranean to Machu Picchu. Inspiring retreats are set on Caribbean beaches, by the edge of Iguassu Falls and overlooking the Amalfi Coast. Awe-inspiring train journeys include the legendary Venice Simplon-Orient-Express and Andean Explorer. Luxurious river cruises allow guests to glide through the heart of France, while extraordinary safaris show Africa at its most majestic. Belmond celebrates the art of travel, with experiences like riding on horseback through the Okavango Delta. With our vast offerings, the opportunities to craft a unique career here are endless. Join us and achieve the truly exceptional. Role Summary 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 You Will 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. Embed 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 Bachelors Degree, Hospitality major preferred Five years of experience in hospitality, hotel operations or customer service required. One year of experience in a supervisory capacity. Excellent operations, communications and organizational skills. Ability to multi-task under pressure in a fast‑paced environment, work independently and interact within a team. Ability to manage projects and keep deadlines. Understanding of the luxury hotel environment. Preference will be given to internal candidates before external candidates are reviewed. Benefits At the US Customer Contact Organization 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 medical, dental, vision, disability, and life insurance. Employees are eligible for the majority of these plans after 60 days of full‑time employment. The Company also offers a 401(k) retirement savings plan, paid vacation and holidays, as well as complimentary and preferred rate experiences at our iconic destinations. #J-18808-Ljbffr Belmond