Key Responsibilities

- Own and lead the end-to-end reservations operations function including booking management, inventory and allotment control, confirmations, amendments, cancellations, and refunds across all sales channels
- Design and implement reservation processes, SOPs, and service level standards to ensure accurate, timely, and consistent booking fulfillment at scale
- Manage inventory, rate, and availability controls in coordination with revenue management, contracting, and distribution teams to maximize occupancy, yield, and customer satisfaction
- Oversee multi-channel reservation handling across direct, online, call center, agent, and partner channels, ensuring smooth workflow and minimal booking errors
- Monitor key operational metrics including booking accuracy, confirmation turnaround time, cancellation rate, no-show rate, refund processing time, and customer satisfaction, and present insights to senior leadership
- Manage reservation system and channel manager operations including configuration, integrations, data accuracy, and issue resolution with technology and vendor teams
- Handle escalations related to overbookings, booking failures, supplier issues,



and high-value customer grievances with a fair, structured, and timely resolution approach
- Build strong supplier, partner, and vendor relationships including hotels, airlines, transport providers, and distribution partners, ensuring reliable confirmations and service standards
- Plan workforce, shift rosters, and capacity for peak season and demand surges, ensuring service levels are maintained during high-volume periods
- Drive quality assurance programs including booking audits, call and chat reviews, and corrective action plans to reduce errors and improve consistency
- Lead process improvement and automation initiatives including workflow automation and system enhancements to reduce manual effort, cost, and turnaround time
- Lead and develop a reservations team including team leaders, reservation executives, and quality analysts, setting explicit targets and driving team capability and professional development

Industry

Travel / Tourism

Department

Operations Management / Process Analysis

📌 Reservation Operations Manager (Bengaluru)
🏢 NEWAGE TECH SOLUTION PRIVATE
📍 Bengaluru