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 warm, expert service that defines the Belmond experience — from the 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, celebrate strengths and address challenges with empathy; guide the team through Belmond's processes and standards; invest in people through regular 1:1s, coaching sessions, and meaningful development opportunities.
* Elevate Every Guest Interaction: Ensure every travel inquiry and reservation is handled with warmth, care, and expertise; own escalations with grace, seeing every challenge through to a thoughtful resolution.
* Lead with Vision: Identify opportunities for continual improvement and present them with confidence; motivate the 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; keep the team informed, engaged, and empowered with KPIs, call statistics, and business goals.
* Operational Excellence: Serve as Duty Leader during weekends, holidays, and senior management absences, holding the global team together; cultivate an inclusive, collaborative culture that recognizes achievements and values people.
* Uphold Our Standards: Maintain safe, responsible working practices, ensuring 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: Act as an ambassador of the Belmond brand, safeguarding confidentiality of guest, employee, and company information with utmost integrity.
* Grow Continuously: Partner with the Manager of Customer Contact to deliver shared objectives, pursue ongoing learning through development courses and eLearning modules.
Requirements
* Strong leadership in customer contact, proven track record of coaching high-performing teams and fostering a culture of excellence.
* Exceptional customer service delivery, consistently elevating guest interactions and managing escalations to thoughtful resolutions.
* Fluent English (C1 or above) with outstanding communication skills.
* Strategic thinker, adept at identifying and implementing continuous improvement opportunities for operational efficiency and service quality.
* Decisive operational command, capable of 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
* 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 pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. Join us to create 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 create exceptional experiences worldwide. When you join one of our properties, you join a global family of history-rich hotels and breathtaking destinations.
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