At a Glance
- Tasks: Manage guest booking requests and ensure smooth, accurate service.
- Company: Join edyn, a vibrant company redefining hospitality experiences.
- Benefits: Full-time role with competitive pay and a supportive work environment.
- Other info: Opportunity for growth in a collaborative and innovative setting.
- Why this job: Be the key to unforgettable guest experiences in a dynamic team.
- Qualifications: Experience in hospitality or reservations and strong communication skills.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Reservations Executive, Existing Bookings role at edyn. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
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.
Reservations Executive, Existing Bookings employer: edyn
At edyn, we pride ourselves on fostering a vibrant and inclusive work culture that values curiosity, bravery, and humanity. As a Reservations Executive in our London office, you'll enjoy a supportive environment with opportunities for professional growth, all while contributing to creating meaningful travel experiences for our guests. With a focus on employee well-being and a commitment to excellence, edyn is an exceptional employer for those looking to thrive in the hospitality industry.
StudySmarter Expert Advice🤫
We think this is how you could land Reservations Executive, Existing Bookings
✨Tip Number 1
Network like a pro! Reach out to your connections in the hospitality industry and let them know you're on the lookout for a Reservations Executive role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to reservations and guest service. Think about how you'd handle tricky situations, like a last-minute booking change or a billing query. We want you to shine when it comes to showcasing your calm and empathetic approach!
✨Tip Number 3
Show off your knowledge of booking systems and processes during interviews. Brush up on the latest trends in hospitality and be ready to discuss how you can contribute to a smooth and efficient service at edyn. We love candidates who are curious and eager to learn!
✨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 joining the edyn family and making travel a richer experience for our guests.
We think you need these skills to ace Reservations Executive, Existing Bookings
Some tips for your application 🫡
Show Your Passion for Hospitality:When writing your application, let your love for hospitality shine through! Share experiences that highlight your guest-focused mindset and how you’ve gone the extra mile to ensure a great experience for others.
Be Clear and Concise:We appreciate clarity! Make sure your application is easy to read and straight to the point. Use bullet points where necessary to break down your skills and experiences, especially those relevant to reservations and customer service.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific requirements of the Reservations Executive role. Mention your understanding of booking systems and your approach to handling guest queries.
Apply Through Our Website:We want to hear from you directly! Make sure to apply through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and get back to you quickly.
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 queries. Prepare examples from your past experiences where you've successfully handled customer issues or complaints. 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 for Your Interviewers
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, company culture, and 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.
