: Reservations Associate

nLocation: Pune, Maharashtra

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

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

nRole Summary

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

nThis 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.

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

nKey Responsibilities

nReservation Processing & PMS Management

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

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

nWork across multiple PMS platforms:

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

nValidate all reservation parameters before entry:

nGuest details (names, dates, occupancy)

nRate plans and pricing

nPayment methods (VCC, routing, etc.)

nSpecial instructions / remarks

nMulti-Channel Coordination

nProcess reservation requests received via email from wholesale partners

nAct as the primary POC for booking-related communication

nMaintain structured tracking using:

nGoogle Sheets / internal trackers

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

nEscalation Management & Resolution

nOwn end-to-end resolution of reservation issues:

na. Manual Errors

nIncorrect PMS entries (rates, names, dates)

nIdentify root causes and proactively correct

nb. External Errors

nVCC failures / payment issues

nCoordinate with channel finance / invoicing teams

nc. Internal Errors

nBookings on blackout or high-demand dates

nAlign with Revenue / Distribution teams

nResolution Expectations:





nIndependently resolve the majority of cases

nEscalate only when cross-functional intervention is required

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

nQuality Control & Accuracy

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

nEnsure all reservations pass pre and post-validation checks

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

nSupport Distribution team during QC au

nSystems & Process Adherence

nWork across tools:

nPMS platforms (multi-system proficiency required)

nSalesforce

nGoogle Sheets / trackers

nAutomation tools (e.g., n8n workflows)

nFollow standardized SOPs and case-handling protocols

nContinuously identify and implement opportunities for process improvement and automation

nKey Performance Indicators (KPIs)

nEscalation Resolution

nMajority resolved independently; minimal dependency

nCommunication Quality

nClear, qualified, and timely partner interactions

nEfficiency Improvement

nContinuous increase in reservations processed per hour without compromising accuracy

nRequired Skills & Competencies

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

nStrong attention to detail and data accuracy

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

nAnalytical thinking with structured problem-solving approach

nStrong written communication skills (email-based coordination)

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

nPreferred Qualifications

n1–2 years of experience in hotel reservations / front office / distribution

nExperience handling wholesale / OTA reservation workflows

nFamiliarity with hotel operations

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

nBehavioral Attributes

nHigh ownership and accountability

nProcess-driven with a focus on operational excellence

nAbility to prioritize under time-sensitive conditions

nCollaborative mindset across cross-functional teams

nReporting Structure

nReports to: Program Manager

nWorks closely with: Distribution, Revenue and Sales

📌 Reservations Associate (Pune)
🏢 Atica Global
📍 Pune