Operations Associate
Atica Global
Location: Yerwada, Pune (work from office)
Shift: 7 PM – 5 AM IST, Monday to Friday
About the Role
Atica is a tech-first remote sales & revenue management company for Hotels and Hotel operators in the US. The Operations team is responsible for setting up bookings correctly when requests come in from companies or event organizers to book a large number of rooms.
As an Operations Associate, you will be assigned a set of hotels to manage. You will handle various requests such as setting up room blocks for groups, updating bookings, and answering questions from hotels or clients, all within specific deadlines for each request type. You will learn to manage different hotel brands, each with its own booking system and rules.
Key Responsibilities
- Look after a set of hotels and handle every request raised against them, within the deadline set for that type of request.
- Set up room blocks for group bookings correctly, record the required details, and follow the documented process for each step.
- Prioritize your queue by what is due soonest.
- Communicate in writing to your manager early if you cannot meet a deadline, stating the reason (e.g., missing input, incomplete information, system problem).
- Learn the brands assigned to you until you can handle them independently.
- Work through the training plan for brands you have not yet been assigned.
- Keep your records accurate and leave notes for the next person when closing requests.
- Hand over open tasks, items waiting on others, and items close to their deadline at the end of each shift.
- Work with the Sales, Revenue, and Reservations teams.
- Cover for colleagues when needed.
- Flag steps in the documented process that are not working.
How Your Work Is Measured
- Turnaround: Time taken to complete a request against its deadline.
- On-time rate: Share of requests completed within the deadline.
- Accuracy: Whether the work was done correctly (e.g., block set up right, details recorded, process followed).
- Brands you can run independently: Number of assigned brands you can handle end-to-end without help.
- Brands you are learning: Progress on brands not yet assigned to you.
Deadlines are counted only during your shift hours.
If a request arrives too close to the end of your shift, the remaining time carries into your next shift.
Mistakes are discussed with your manager when they happen.
Qualifications
- Available to work from the Pune office, Monday to Friday, during the specified shift timings.
- 0–2 years of experience. Freshers are welcome.
- Strong written and spoken English.
- Accurate under time pressure.
- Willing to follow a documented process exactly and raise issues with the process.
- Able to manage your own queue of work and keep records up to date without being chased.
- Comfortable with spreadsheets, and quick to pick up a new ticketing or CRM system.
- Bachelor's degree, or relevant work experience.
- No hotel or travel background is needed.
Why Join Us
- Comprehensive health benefits.
- Competitive salary and excellent benefits package.
- Rapid growth and advancement opportunities in a fast-expanding startup.
- 2 review cycles based on performance.
- Comp-off for any weekend day worked.
- Written and monthly reviewed promotion criteria.
- Highly collaborative, energetic, and inclusive work culture.