Reservations Executive, Existing Bookings

edyn; City Of London; On-site; GBP 26,000 - 36,000; Full time

Job summary

A hospitality company in London seeks a Reservations Executive to manage existing bookings and ensure guest satisfaction. The role includes handling modifications, cancellations, billing queries, and collaborating across teams to enhance service quality. Ideal candidates have hospitality experience and strong communication skills, and are calm under pressure. This is a full-time position with a modern approach to hospitality.

Qualifications

• 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.

Responsibilities

• Manage requests to modify, cancel or extend existing bookings.
• Handle billing and invoice queries, liaising with Finance.
• Update booking systems and CRM records promptly and correctly.
• Liaise with Revenue, Operations and Guest Experience teams.
• Ensure audit readiness and data accuracy.

Skills

Experience in hospitality

Understanding of booking systems

Excellent communication skills

Attention to detail

Empathetic approach

Proactive mindset

Tools

CRM system

Booking platforms

Job description

Reservations Executive, Existing Bookings

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This range is provided by edyn. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

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.