Skills

Communication Go CRM Attention to detail Process Improvement

Job Specifications

Job Description

Reports to: Senior Reservations Executive - Existing Bookings

Location: Based at our London offices 5 days per week, with core hours of 9-5 (40-hour working week).

Contract: Full-time

About Edyn

At edyn, we create beautifully designed spaces and soulful experiences that celebrate the diverse and colourful nature of life. Through our family of brands - including Locke, Cove and SACO - we go beyond the traditional hotel stay to offer places where people can live, work and explore in ways that make them feel truly at home.

Our people are curious, brave and human - and we look for colleagues who share our passion for making travel a richer, more meaningful experience.

Why this role exists

The Existing Bookings team is the bridge between our guests' original plans and the moments that bring their stay to life.

As Reservations Executive - Existing Bookings, you'll manage day-to-day requests from guests and partners related to existing reservations - such as changes, extensions, cancellations, upgrades and billing queries. You'll ensure every request is handled accurately, promptly and with empathy, supporting the Senior Reservations Executive to deliver a smooth, consistent service.

What You'll Be Doing

Handling booking changes

Manage requests to modify, cancel or extend existing bookings, ensuring all updates are processed accurately and within SLA.
Apply booking and cancellation policies consistently while balancing guest needs and commercial considerations.
Coordinate with properties to confirm availability, upgrades and special requests.

Resolving guest and partner queries

Handle billing and invoice queries, liaising with Finance where required.
Support with complaint resolution by providing accurate information and timely updates to guests.
Escalate complex cases to the Senior Reservations Executive, ensuring smooth handovers and visibility of potential risks.

Maintaining data accuracy

Update booking systems and CRM records promptly and correctly.
Monitor key metrics such as response time, accuracy and SLA adherence.
Follow internal quality and documentation standards to ensure audit readiness.

Collaborating across teams

Liaise with Revenue, Operations and Guest Experience teams to ensure changes are implemented correctly and guest expectations are met.
Share feedback and recurring themes with the Senior Reservations Executive to support process improvement.

How Success Will Be Measured

Accuracy and timeliness of booking changes and communications.
SLA compliance on all modification, cancellation and billing queries.
Guest satisfaction and quality of service recovery.
Positive feedback from internal teams and Senior Executive.
Contribution to smooth handovers and reduced escalations.

What You'll Bring

Experience in hospitality, reservations or a contact centre environment.
Strong understanding of booking systems and guest service processes.
Excellent written and verbal communication skills.
Accuracy and attention to detail when handling data and payments.
Calm, empathetic approach when managing sensitive or time-critical situations.
A proactive and collaborative mindset.

Who You Are

Guest-focused, with a genuine desire to help others and get things right.
Organised and methodical, balancing speed with precision.
Calm under pressure, professional in tone and communication.
Curious and open to learning from feedback and change.
A reliable team player who supports colleagues and upholds shared standards.

At edyn, we're reimagining hospitality with a bold, soulful and human approach. If you're energised by helping guests resolve booking requests and ensuring their stay goes exactly as planned, we'd love to hear from you.

About the Company

At edyn we believe that travel should be a rich journey of discovery, rewarding curiosity with knowledge and inspiration whether travelling for business or leisure. Across all properties within the edyn group, the focus is on ensuring guists leave with stories to tell, with enduring memories and new friendships. We believe that everyone deserves a life less ordinary, and our purpose is to help to find the experiences which make discovering new destinations so rewarding. Over the past 20 years, edyn has created an extensive r... Know more