Reservations Associate

Job Description: 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, HotelKey, Cloudbeds, ASI, SynXis, SkyTouch, 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 correct

b. External Errors

VCC failures / payment issues

Coordinate with channel finance / invoicing teams

c. 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

Strong written communication skills (email-based coordination)

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

Preferred Qualifications

1–2 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