: 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, Hotel Key, Cloudbeds, ASI, Syn Xis, Sky Touch, 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 correctb.

External

Errors VCC failures / payment issues Coordinate with channel finance / invoicing teamsc.

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 Solid written communication skills (email-based coordination)Ability to work in US-aligned night shifts (IST)Preferred Qualifications1–2 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