Operations Associate (Hospitality)

Company: Atica Global

Location: Yerwada, Pune (work from office)

Shift: 7 PM – 5 AM IST, Monday to Friday

---

The Role

Atica is a tech-first remote sales & revenue management company for hotels in the US. The Operations Associate will manage sales and revenue for a set of hotels, handling various requests related to room bookings, updates, and client inquiries. The core responsibility is to complete each request correctly and before its deadline.

---

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 work based on urgency (soonest due).
• Communicate proactively in writing to your manager if a deadline cannot be met, explaining the reason.
• Learn assigned hotel brands and their booking systems, progressing through a training plan for unassigned brands.
• Maintain accurate records and add notes for colleagues when closing requests.
• Perform clean handovers at the end of each shift, detailing open items, pending items, and upcoming deadlines.
• Collaborate with Sales, Revenue, and Reservations teams.
• Cover for colleagues when necessary.
• Flag any issues or inefficiencies in the documented process.

---

How Your Work Is Measured

Work is evaluated monthly based on five key measures:

• Turnaround: Time taken to complete a request against its deadline.
• On-time rate: Percentage of requests completed within their deadlines.
• Accuracy: Correctness of work, including proper block setup, data recording, and process adherence.
• Brands you can run independently: Number of assigned brands handled end-to-end without assistance.
• Brands you are learning: Progress made on brands not yet assigned.

Note: Deadlines are counted only during shift hours. Requests arriving too close to the end of a shift carry over.

---

Qualifications

• Available to work from the Pune office, Monday to Friday, on the specified shift timings.
• 0–2 years of experience. Freshers are welcome.
• Strong written and spoken English.
• Ability to work accurately under time pressure, balancing speed and correctness.
• Willingness to follow documented processes precisely and to report issues with the process.
• Ability to manage your own work queue and maintain up-to-date records without constant supervision.
• Comfortable with spreadsheets and quick to learn new ticketing or CRM systems.
• Bachelor's degree or relevant work experience.
• No prior hotel or travel background is required; training will be provided.