Job Description

Job Description: Reservations Associate

n

Location: Pune, Maharashtra

n

Shift: 5:00 PM – 3:00 AM IST (Monday to Friday)

n

Experience: 1–2 Years (Hospitality / Reservations preferred)

n

Role Summary

n

The Reservations Associate is responsible for high-volume reservation processing and management across 12+ wholesale distribution channels and 394+ partner accounts.

n

This role serves as the first line of ownership for reservation accuracy, speed, and issue resolution, requiring solid PMS expertise, operational precision, and structured problem-solving.

n

You will work across North American hotel portfolios, ensuring all reservations are created, validated, and resolved within strict SLA and quality benchmarks.

n

Key Responsibilities

n

Reservation Processing & PMS Management

n

Process high-volume reservations daily (baseline benchmark: 100+), with output aligned to incoming volume

n

Ensure real-time or near real-time reservation processing; SLA capped at ≤ 3 hours from receipt

n

Work across multiple PMS platforms:

n

Choice Advantage, Opera Cloud, HotelKey, Cloudbeds, ASI, SynXis, SkyTouch, Visual Matrix

n

Validate all reservation parameters before entry:

n

Guest details (names, dates, occupancy)

n

Rate plans and pricing

n

Payment methods (VCC, routing, etc.)

n

Special instructions / remarks

n

Multi-Channel Coordination

n

Process reservation requests received via email from wholesale partners

n

Act as the primary POC for booking-related communication

n

Maintain structured tracking using:

n

Google Sheets / internal trackers

n





Shared inbox systems (e.g., Outlook groups)

n

Escalation Management & Resolution

n

Own end-to-end resolution of reservation issues:

n

a. Manual Errors

n

Incorrect PMS entries (rates, names, dates)

n

Identify root causes and proactively correct

n

b. External Errors

n

VCC failures / payment issues

n

Coordinate with channel finance / invoicing teams

n

c. Internal Errors

n

Bookings on blackout or high-demand dates

n

Align with Revenue / Distribution teams

n

Resolution Expectations:

n

Independently resolve the majority of cases

n

Escalate only when cross-functional intervention is required

n

Provide clear context, root cause, and recommended action for all escalations

n

Quality Control & Accuracy

n

Strive for zero-error execution; acceptable threshold ≤ 1% error rate

n

Ensure all reservations pass pre and post-validation checks

n

Work with AI-driven QC systems (manual inputs where required)

n

Support Distribution team during QC au

n

Systems & Process Adherence

n

Work across tools:

n

PMS platforms (multi-system proficiency required)

n

Salesforce

n

Google Sheets / trackers

n

Automation tools (e.g., n8n workflows)

n





Follow standardized SOPs and case-handling protocols

n

Continuously identify and implement opportunities for process improvement and automation

n

Key Performance Indicators (KPIs)

n

Escalation Resolution

n

Majority resolved independently; minimal dependency

n

Communication Quality

n

Clear, professional, and timely partner interactions

n

Efficiency Improvement

n

Continuous increase in reservations processed per hour without compromising accuracy

n

Required Skills & Competencies

n

Hands-on experience with hotel PMS systems (multi-PMS preferred)

n

Strong attention to detail and data accuracy

n

Ability to manage high-volume, repetitive workflows without quality degradation

n

Analytical thinking with structured problem-solving approach

n

Strong written communication skills (email-based coordination)

n

Ability to work in US-aligned night shifts (IST)

n

Preferred Qualifications

n

1–2 years of experience in hotel reservations / front office / distribution

n

Experience handling wholesale / OTA reservation workflows

n

Familiarity with hotel operations

n

Exposure to automation tools or process optimization (e.g., n8n, bots)

n

Behavioral Attributes

n

High ownership and accountability

n

Process-driven with a focus on operational excellence

n

Ability to prioritize under time-sensitive conditions

n

Collaborative mindset across cross-functional teams

n

Reporting Structure

n

Reports to: Program Manager

n

Works closely with: Distribution, Revenue and Sales

📌 Reservations Associate (Pune)
🏢 Atica Global
📍 Pune