Manager, Existing Bookings

4 hours ago

London, Greater London, United Kingdom edyn Full time

Job Description
Team:
Reservations

Reports to:
Head of Reservations

Location & Hours:
Based at our London offices 5 days per 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 at the heart of this. We're 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 Manager, Existing Bookings, you'll lead the team responsible for supporting guests with booking changes, upgrades, invoice queries and complaints. You'll also work closely with Revenue Management, Marketing and Change Management colleagues to spot trends, resolve root causes, and protect the integrity of our booking policies.

What You'll Be Doing

  • Leading the team - managing and inspiring a team that handles booking changes, upgrades, invoice queries, complaints and other booking-related requests.
  • Ensuring compliance - helping the team to apply booking policies fairly and consistently, while balancing commercial priorities and guest experience.
  • Partnering cross-functionally - working with Revenue Management, Marketing and Change Management to identify why booking changes occur and develop solutions to minimise avoidable requests.
  • Managing across booking types - overseeing changes and requests for leisure, corporate transient, agency and group bookings.
  • Handling escalations - acting as the point of escalation for more complex cases, guiding resolution and maintaining guest trust.
  • Driving improvements - identifying process gaps and recommending improvements that enhance efficiency and guest satisfaction.

How Success Will Be Measured

  • Guest satisfaction with booking-change and complaint resolution.
  • Compliance with booking policies while minimising goodwill cost.
  • Reduction in avoidable booking changes through root-cause remediation.
  • Team engagement, performance and productivity.
  • SLA adherence for query and complaint handling.

What You'll Bring

  • Experience in hospitality, reservations or a contact centre environment, ideally in a leadership role.
  • Strong understanding of booking processes, guest policies and escalation management.
  • Excellent people management skills: coaching, motivating and developing teams.
  • Confidence working with cross-functional stakeholders (Revenue, Marketing, Ops) to solve problems and influence outcomes.
  • A balance of commercial awareness and guest empathy.
  • Data curiosity - able to interpret booking trends and share insights.

Who You Are

  • Guest-focused, with a passion for service recovery done right.
  • A strong team leader who builds trust, clarity and accountability.
  • Calm and solutions-focused under pressure.
  • Curious and improvement-minded - you want to fix issues at their source, not just patch them.
  • Comfortable balancing structure with empathy, making fair and consistent decisions.

At edyn, we believe travel should feel soulful and human. If you're energised by leading a team, solving complex booking challenges, and creating better guest journeys, we'd love to hear from you.

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