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- Tasks: Manage guest booking requests and ensure smooth, accurate service.
- Company: Join edyn, a vibrant hospitality brand redefining travel experiences.
- Benefits: Full-time role with competitive pay and a supportive work environment.
- Why this job: Be the hero for guests, making their stays unforgettable.
- Qualifications: Experience in hospitality or reservations, with strong communication skills.
- Other info: Dynamic team culture focused on collaboration and personal growth.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Reservations Executive, Existing Bookings role at edyn.
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.
Reservations Executive, Existing Bookings in London employer: edyn
Contact Detail:
edyn Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Reservations Executive, Existing Bookings in London
✨Tip Number 1
Network like a pro! Reach out to friends, family, or even former colleagues who might have connections in the hospitality industry. A personal recommendation can go a long way in landing that Reservations Executive role.
✨Tip Number 2
Prepare for those interviews! Research edyn and its brands, like Locke and Cove, so you can show off your knowledge and passion for their unique approach to hospitality. Tailor your answers to reflect their values and what they’re looking for in a candidate.
✨Tip Number 3
Practice makes perfect! Get a friend to do mock interviews with you, focusing on common questions for reservations roles. This will help you articulate your experience and skills confidently when it’s your turn to shine.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the edyn family and contributing to their mission of creating soulful experiences.
We think you need these skills to ace Reservations Executive, Existing Bookings in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Reservations Executive role. Highlight your experience in hospitality and reservations, and show us how your skills align with what we're looking for at edyn.
Show Off Your Communication Skills: Since this role involves a lot of guest interaction, it's crucial to demonstrate your excellent written communication skills. Use clear, concise language in your application to reflect how you would communicate with our guests.
Be Detail-Oriented: Attention to detail is key in this role. When filling out your application, double-check for any typos or errors. We want to see that you can handle data accurately, just like you would in managing bookings.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen on joining the edyn family!
How to prepare for a job interview at edyn
✨Know the Company Inside Out
Before your interview, take some time to research edyn and its family of brands. Understand their values, mission, and what makes them unique in the hospitality industry. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Customer Service Skills
As a Reservations Executive, you'll be dealing with guests' requests and concerns. Prepare examples from your past experiences where you've successfully handled customer queries or resolved issues. Highlight your calm and empathetic approach, as this is crucial for the role.
✨Familiarise Yourself with Booking Systems
Since the role requires managing booking changes and updates, brush up on any relevant booking systems or CRM software you’ve used before. If you’re familiar with specific tools that edyn might use, mention them during the interview to demonstrate your readiness.
✨Prepare Questions to Ask
Interviews are a two-way street! Think of insightful questions to ask about the team dynamics, company culture, or how success is measured in the role. This shows that you're not just interested in the job, but also in how you can contribute to the team and grow within the company.
