Are you an adventurous soul? A champion of good design and beautiful experiences? Are you in search of opportunity, growth, and a better world? Then maybe you belong with us. We’re searching for a Guest Service Team Leader in Bristol to join our team of free thinkers and collaborators. You will be the senior point of contact within the Guest Service Team, taking ownership of service delivery to edyn’s highest value clients post booking journey, through execution and delivery of KPIs based on client requirements and SLAs. The role requires a mixture of technical expertise with an in-depth knowledge of or core systems (Dynamics and Mews), and the ability to coach and support the team in service excellence. As a team leader you will also spend 50% of your time as a high performing Guest Service Agent as a key day to day and escalation contact for our largest client A role less ordinary. Key Responsibilities; Meet and exceed client service level agreements and expectations, providing accurate, high quality and knowledgeable responses with every client interaction Oversee team workload and responsible for daily prioritisation of tasks based on client value Monitor daily output of the team and provide on the job training to ensure consistency of accuracy and quality responses Responsible for actioning all cancellation, amendment and extension requests for B2B clients and accurately recording all data and communications Work closely with the Reservations Manager in the Sales & Enquiry team to align on client SLA expectations to provide seamless end to end booking journey Identify opportunities to reduce unnecessary contact, improve policies and processes, increase sales and/ or improve the guest experience and feed these into Global Head of Reservations Prioritise client extension requests where possible as revenue generating task – propose alternative solutions where required to ‘convert’ the extension Escalate high level complaints to the Global Head of Reservations Be an expert on Mews and Dynamics ensuring highest quality data management and accuracy in all core systems In depth knowledge of the edyn portal, the clients using it and providing accurate and knowledgeable responses to queries and booking amendments Interim support of non-credit client payment collection & invoicing until these tasks are re- allocated to finance Log and manage complaints in line with the edyn complaints procedure; where possible provide solutions and alternatives within timeframes and follow up – keep Global Head of Reservations informed Efficiently triage emails, calls or live person requests to the correct departments or back to the property Work closely with the Sales Team to gain in depth knowledge of edyns highest value accounts and preferred ways of working to enable higher conversion levels Seek to support our guests to self-serve wherever possible Liaise with other departments such as operations, reservations, and finance to ensure issues are resolved efficiently and within agreed SLAs Lead by example and ensure that you are fully conversant with relevant company policies, SOP’s, processes and operations, products, rates, brands, promotions and services. Key Skills; 2 years Hospitality/ reservations experience with B2B clients Experience of managing complex and escalated sales queries Working and achieving stretching KPI’s Coaching and buddying support to Team Members Why grow with edyn? Competitive salary Bonus scheme 25 days’ holiday (plus the option to buy more) Wellbeing benefits (cash plan and an Employee Assistance Programme) Free nights in our properties Recognition schemes Pension (the tax efficient way) Sick pay Other benefits tailored to you Our natural habitat. You will be based in our Edyn Head Office in Bristol. Our core business hours are 9am – 5.30pm, 5 days per week. About edyn Our vision is to create sanctuaries across European cities, which provide a sense of belonging to the free-thinking urbanite in all of us. Each of our brands – Locke, Cove and SACO – is firmly rooted in the local neighbourhood, offering vibrant experiences and connections which nourish and enliven the soul. To find out more about what it’s like to work at edyn, visit https://www.findingedyn.com/start-here-go-anywhere Diversity, Equity and Inclusion Statement edyn’s Purpose is to build brands designed around Soulful Hospitality -we create sanctuaries where free thinkers can nourish and enliven their souls. This is only possible if the growth of our company is centred around a deep respect for humanity. Everyone at edyn should feel free and safe to express their ideas, state their opinions and share their lived experiences in an environment of openness, tolerance and curiosity. This principle sits at the heart of our approach to improving diversity and inclusion. We have established goals and supporting commitments which will help us ensure that everyone in edyn feels a sense of belonging, regardless of their background or identity. We are on a DEI journey that we have yet to complete, and we acknowledge our failures or weaknesses as we discover them. Our principle & goals are clear, and we travel together to seek to drive change, evolve ourselves and the edyn community.