Reservations Associate

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)

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

• 12 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)