Guest Care Agent

GUEST CARE AGENT– LONDON HQ

The Existing Bookings team is the bridge between our guests’ original plans and the moments that bring their stay to life.

As Guest Care Agent, you’ll be the point of contact for guests and partners with existing reservations, handling requests including booking changes, extensions, cancellations, upgrades, billing queries and special requests. You’ll take ownership of each interaction, providing clear, timely and thoughtful support while ensuring every detail is handled accurately.

Working closely with the Senior Reservations Executive and teams across the business, you’ll help turn potential booking challenges into positive guest experiences and make sure our properties have everything they need to deliver a seamless stay.

This role is based five days a week at our London Bridge Head Office.

THE STAGE IS SET

The stage is set for something different. We don’t run conventional hotels; we build places with character and intent.

What began as a small UK aparthotel portfolio has grown into a European collection recognised for design and atmosphere - and we’re now entering a new chapter. As we redefine the brand and evolve our identity, we’re focused on creating spaces that feel compelling, contemporary, and truly distinctive. Locke leads with bold expression; Cove by Locke refines that same spirit into a quieter, more streamlined approach.

Guests come to rest, work, or escape. Comfort is a given - great beds, hot showers, genuine service. But we aim to create moments that feel memorable and a little unexpected, bringing back the sense of mood hospitality often lost.

This is our backdrop. We’re on an exciting journey. Step on stage and play your part.

THE WORK IN YOUR HANDS

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.

Naturally this is not intended as an exhaustive list of duties. Other duties as reasonably required will form part of this job description.

THE FIRE YOU CARRY

• 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.


• Excellent written and verbal communication skills.


• Strong understanding of booking systems and guest service processes.


• 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.

YOUR PROVEN TRACK

• Experience in hospitality, reservations or a contact centre environment.

WHAT WE LOOK FOR

We’re here to rethink what a modern lifestyle hotel can be. That takes pace, creativity, and people who enjoy working with purpose.

If you’re comfortable with change, motivated by ideas, and focused on creating meaningful commercial impact, you’ll do well here. We value leaders who can inspire teams, drive performance and help shape the future direction of our brands.

Skills can be taught. Mindset can’t. There’s no single template for success here - just the right approach, strong leadership instincts and the ambition to grow alongside us.