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.
Location: Pune, Maharashtra
Shift: 6:00 PM – 4:00 AM IST (Monday to Friday)
Experience: 1–2 Years (Hospitality / Reservations preferred)
Key Responsibilities
1. 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
2. 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)
3. 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
4. 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
5. 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)
Metric Expectation
Reservation TAT
Real-time processing expected; SLA capped at ≤ 3 hours
Daily Productivity
Volume-based; baseline benchmark 100+ reservations, scaled to inflow
Accuracy Rate
Strive for zero-error execution; acceptable threshold ≤ 1%
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
Additional Notes
- Weekend coverage is managed by a separate team; however, holiday coverage may be required
- Role involves handling critical revenue-impacting tasks, requiring precision, speed, and reliability
