Reservations Associate (Hospitality)

About the Role

Atica is a tech-first, remote sales & revenue management company for hotels. We are a startup funded by top investors, delivering high-quality service and setting new standards for efficiency.

Role Purpose

The Reservations Associate acts as the virtual reservations hub for multiple US hotel clients, maximizing revenue from inquiries across calls, emails, OTA platforms, and direct website bookings. This role involves proactively identifying upsell opportunities, ensuring rate parity, managing group/corporate reservations, and serving as the first point of escalation for reservation-related client concerns.

Key Responsibilities

• Reservations Operations & Conversion

• Handle all incoming reservation inquiries across channels: phone, email, OTA platforms (Booking.com, Expedia, Hotels.com, Agoda, etc.), and the hotel's direct booking website.

• Convert inquiries into confirmed reservations, upselling room types, packages, and add-ons.

• Respond to reservation queries promptly (within SLA) to minimize lead leakage.

• Manage waitlists, room-type availability, and booking modifications or cancellations.

• Ensure all reservations are entered correctly into the Property Management System (PMS) with complete guest details.

• Rate Management & Channel Parity

• Monitor and maintain rate parity across all OTA channels and the hotel's direct booking website.

• Coordinate with the Revenue Manager to implement rate strategies and ensure correct rates are loaded across channels.

• Identify and flag rate loading errors, missing promotions, or channel-level discrepancies.

• Update seasonal rates, promotional packages, and special offers across channels.

• Corporate & Group Reservations

• Manage all corporate account reservations, ensuring contracted rates and rooming lists are accurate.

• Handle group booking blocks: cut-off dates, pickup tracking, attrition management, and coordination with the hotel's front desk.

• Respond to group RFP inquiries and coordinate with the Sales Manager on quotes and contracts.

• Liaise with in-house guests and corporate bookers for extended stays or recurring negotiated business.

• OTA & Distribution Channel Management

• Ensure accurate hotel listing content on all OTA platforms, including room descriptions, photos, and policies.

• Monitor OTA dashboards for booking trends, cancellation rates, and competitor positioning.

• Manage allotments and stop-sell/open-sell decisions in real time.

• Support the launch and optimization of hotels on new distribution channels.

• Client Communication & Relationship Management

• Act as the day-to-day reservations point of contact for assigned hotel clients.

• Build strong working relationships with hotel GMs and front desk teams.

• Provide weekly and monthly reservations performance summaries to hotel clients.

• Navigate cultural nuances when communicating with US-based clients.

• Ancillary Reservations Support

• Review monthly OTA invoices and flag erroneous charges or commission discrepancies.

• Track and charge Virtual Credit Cards (VCCs) from past bookings.

• Flag guest concerns surfaced during reservation interactions that may impact online reviews.

• Support the hotel's direct website bookings.

Requirements & Tech Stack

• 0–3 years of experience in hotel reservations, front office operations, or a related hospitality role.
• Strong working knowledge of OTA platforms (Booking.com, Expedia, Agoda, Hotels.com) — listing management, extranets, and rate loading.
• Hands-on experience with a Property Management System (PMS) — Opera, Cloudbeds, Mews, or similar.
• Excellent written and verbal English communication skills.
• High attention to detail: rate codes, rooming lists, billing instructions, and reservation accuracy.
• Ability to multitask across multiple hotel accounts simultaneously.
• Comfortable working the US Shift Timings (4 PM - 2 AM IST).
• Working on weekends as per requirement.
• Work-from-office commitment at our India headquarters in Pune (Yerwada).

Good-to-Have

• Experience with Revenue Management Systems (RMS).
• Familiarity with branded hotel systems — Marriott, Hilton, IHG, Wyndham, or Choice Hotels platforms.
• Prior experience handling corporate RFPs, group blocks, or negotiated rate contracts.
• Understanding of B2B distribution channels — wholesalers (HotelBeds, WebBeds), travel management companies, or GDS.
• Startup mindset: adaptable, proactive, and comfortable building processes.

Why Join Us

• Build a vertical from scratch.
• Competitive salary + performance-linked bonus.
• Direct exposure to demand partners, US hotel stakeholders, and senior leadership.
• Clear career growth path in Distribution & Operations leadership.