: 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 strong 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 transparent 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