Customer Contact Leader

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
• 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

• 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