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