: 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 strong 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, skilled, 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