Job Description

Reports to:

Senior Reservations Executive - Agency 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 - Locke, Cove and SACO - we offer more than just a place to stay.





We believe in soulful hospitality: spaces where guests can live, work and explore in ways that make them feel 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

Our agency and travel management company (TMC) partners are a vital part of how we connect guests to edyn.





As

Reservations Executive - Agency Bookings

, you'll handle agency and TMC reservations, ensuring all requests are managed with accuracy, speed and care. You'll support the Senior Reservations Executive in maintaining excellent service levels and partner satisfaction, helping to maximise conversion and repeat business.

What you'll be doing

Managing agency bookings

Process reservation requests from agencies and TMCs via phone, email and digital channels. Ensure all quotes, amendments and confirmations are accurate, timely and aligned with service level agreements (SLAs). Support with group or complex bookings when required.

Delivering excellent service

Provide professional and friendly communication at every stage of the booking journey. Handle queries and minor escalations, escalating more complex cases to the Senior Reservations Executive when needed. Maintain detailed and accurate booking records in the reservations system.

Driving conversion and efficiency

Maximise conversion of agency and TMC enquiries through proactive follow-up and clear communication. Promote available offers, upgrades and flexible options where appropriate to support commercial targets. Use digital tools and self-service systems effectively to reduce manual queries.

Collaborating across teams

Work closely with the Senior Reservations Executive, Sales, and Revenue teams to ensure smooth information flow and partner satisfaction. Share feedback and observations that can help improve tools, templates and processes.

How success will be measured

Conversion rate of agency and TMC enquiries to confirmed bookings. Accuracy and timeliness of reservations and communications. Compliance with SLAs and quality standards. Positive feedback from agency partners and internal teams. Contribution to smooth handovers and escalation management.

What you'll bring

Experience in hospitality, travel or reservations (agency/TMC experience preferred). Strong communication and service skills - professional, warm and solution-focused. Excellent attention to detail and accuracy when handling bookings. Confidence using booking and CRM systems, with the ability to learn new tools quickly. A proactive, collaborative approach and willingness to support colleagues.

Who you are

Guest- and partner-focused, with a natural ability to build rapport. Calm and composed under pressure, maintaining high service standards. Organised and methodical, with a focus on accuracy. Open to learning, feedback and new ways of working. A strong team player who takes pride in delivering excellent results.

At edyn, we're reimagining hospitality with a bold, soulful and human approach. If you're energised by creating seamless booking experiences and supporting agency partners every day, we'd love to hear from you.