Belmond Customer Contact Team Leader

About Belmond

Belmond is a distinguished name in luxury travel, curating exceptional hotels, trains, river cruises and safaris in some of the world’s most storied destinations. As an employer, Belmond offers the rare opportunity to contribute to experiences defined by heritage, artistry and deeply personal service, while belonging to a global hospitality house within the LVMH family. The company values intuitive excellence, cultural curiosity and respect for place, encouraging colleagues to become ambassadors of timeless travel. With roles spanning operations, gastronomy, wellness, sales and corporate functions, Belmond fosters careers shaped by craftsmanship, international perspective and the pursuit of unforgettable guest moments.

Role & Responsibilities

• Champion daily team performance through timely, thoughtful feedback, recognising strengths and addressing challenges with purpose and empathy.
• Guide the team in mastering Belmond’s processes and standards.
• Support employee development through regular one-to-ones, coaching sessions and development opportunities.
• Ensure travel enquiries and reservations receive the warmth, care and expertise associated with Belmond.
• Manage escalations and see each issue through to resolution.
• Identify opportunities for continuous improvement and present them with confidence and clarity.
• Set clear objectives, motivate the team and inspire employees to exceed expectations.
• Promote open, honest communication through feedback sessions, team meetings and incentives.
• Keep the team informed, engaged and empowered regarding KPIs, call statistics and broader business goals.
• Serve as Duty Leader during weekends, holidays and senior management absences, supporting the global team.
• Foster an inclusive, collaborative and celebratory workplace where achievements are recognised and employees feel valued.
• Maintain safe, responsible working practices and comply with Health and Safety policies.
• Demonstrate Belmond’s values of Care, Confidence, Curiosity and Community in all actions and interactions.
• Represent Belmond as a brand ambassador, upholding its vision and values within and beyond the organisation.
• Protect the confidentiality of guest, employee and company information.
• Partner with the Manager of Customer Contact to deliver shared objectives and foster collaboration.
• Pursue ongoing learning by attending development courses and completing required eLearning modules.

Qualifications

• Bachelor’s degree; a major in Hospitality is preferred.
• Five years of experience in hospitality, hotel operations or customer service.
• One year of experience in a supervisory capacity.
• Preference is given to internal candidates before external candidates are reviewed.

Skills

Experience

Five years in hospitality, hotel operations or customer service; one year in a supervisory capacity.

Education

Bachelor’s degree; Hospitality major preferred.

Benefits

Medical, dental, vision, disability and life insurance (most plans available after 60 days of full-time employment); 401(k) retirement savings plan; paid vacation and holidays; complimentary and preferred-rate experiences at Belmond destinations.

Culture

Belmond fosters a workplace culture rooted in exceptional hospitality, craftsmanship, and a deep respect for the heritage of its iconic hotels, trains, river cruises, and safari lodges. As an employer, it encourages employees to create memorable, highly personalized experiences while nurturing a collaborative, multicultural environment where service excellence and storytelling are central to everyday work.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.