Job Description: Reservations Associate
Location: Pune, Maharashtra
Shift: 5:00 PM – 3:00 AM IST (Monday to Friday)
Experience: 1–2 Years (Hospitality / Reservations preferred)

Role Summary
The Reservations Associate is responsible for high-volume reservation processing and management across 12+ wholesale distribution channels and 394+ partner accounts.
This role serves as the first line of ownership for reservation accuracy, speed, and issue resolution, requiring robust PMS expertise, operational precision, and structured problem-solving.
You will work across North American hotel portfolios, ensuring all reservations are created, validated, and resolved within strict SLA and quality benchmarks.

Key Responsibilities
Reservation Processing & PMS Management
Process high-volume reservations daily (baseline benchmark: 100+), with output aligned to incoming volume
Ensure real-time or near real-time reservation processing; SLA capped at ≤ 3 hours from receipt
Work across multiple PMS platforms:
Choice Advantage, Opera Cloud, HotelKey, Cloudbeds, ASI, SynXis, SkyTouch, Visual Matrix
Validate all reservation parameters before entry:
Guest details (names, dates, occupancy)
Rate plans and pricing
Payment methods (VCC, routing, etc.)
Special instructions / remarks
Multi-Channel Coordination
Process reservation requests received via email from wholesale partners
Act as the primary POC for booking-related communication
Maintain structured tracking using:
Google Sheets / internal trackers
Shared inbox systems (e.g., Outlook groups)

Escalation Management & Resolution
Own end-to-end resolution of reservation issues:
a. Manual Errors
Incorrect PMS entries (rates, names, dates)
Identify root causes and proactively correct
b. External Errors
VCC failures / payment issues
Coordinate with channel finance / invoicing teams
c. Internal Errors
Bookings on blackout or high-demand dates
Align with Revenue / Distribution teams
Resolution Expectations:




Independently resolve the majority of cases
Escalate only when cross-functional intervention is required
Provide clear context, root cause, and recommended action for all escalations

Quality Control & Accuracy
Strive for zero-error execution; acceptable threshold ≤ 1% error rate
Ensure all reservations pass pre and post-validation checks
Work with AI-driven QC systems (manual inputs where required)
Support Distribution team during QC au
Systems & Process Adherence
Work across tools:
PMS platforms (multi-system proficiency required)
Salesforce
Google Sheets / trackers
Automation tools (e.g., n8n workflows)
Follow standardized SOPs and case-handling protocols
Continuously identify and implement opportunities for process improvement and automation

Key Performance Indicators (KPIs)
Escalation Resolution
Majority resolved independently; minimal dependency
Communication Quality
Clear, professional, and timely partner interactions
Efficiency Improvement
Continuous increase in reservations processed per hour without compromising accuracy

Required Skills & Competencies
Hands-on experience with hotel PMS systems (multi-PMS preferred)
Strong attention to detail and data accuracy
Ability to manage high-volume, repetitive workflows without quality degradation
Analytical thinking with structured problem-solving approach
Strong written communication skills (email-based coordination)
Ability to work in US-aligned night shifts (IST)

Preferred Qualifications
1–2 years of experience in hotel reservations / front office / distribution
Experience handling wholesale / OTA reservation workflows
Familiarity with hotel operations
Exposure to automation tools or process optimization (e.g., n8n, bots)

Behavioral Attributes
High ownership and accountability
Process-driven with a focus on operational excellence
Ability to prioritize under time-sensitive conditions
Collaborative mindset across cross-functional teams

Reporting Structure
Reports to: Program Manager
Works closely with: Distribution, Revenue and Sales

📌 Reservations Associate (Pune)
🏢 Atica Global
📍 Pune