Reservations Associate

About Us

Atica is a leading, tech-first remote sales & revenue management company for Hotels and Hotel operators in the US, enabled by a unified tech-led solution. We are a startup, funded by top investors. We strive to deliver the highest quality service to clients while setting new standards for efficiency and effectiveness.

Role Purpose

The Reservations Manager acts as the virtual reservations hub for multiple US hotel clients. The role is responsible for maximizing revenue from incoming reservation inquiries across various channels, while ensuring seamless reservation operations. This proactive role involves identifying upsell opportunities, ensuring rate parity, managing group and corporate reservation blocks, and serving as the first point of escalation for reservation-related client concerns. The work directly impacts the hotel's RevPAR, ADR, and occupancy numbers.

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, maximizing conversion rate and upselling where applicable.
• Respond to reservation queries promptly to minimize lead leakage and lost revenue.
• 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 codes, and special requests.

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 all 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 are applied correctly.
• 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, contracts, and follow-ups.
• 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: room descriptions, photos, amenity listings, 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 the hotel 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

• OTA Reconciliation: Review monthly OTA invoices and flag discrepancies.
• OTA Revenue Recovery: Track and charge Virtual Credit Cards (VCCs) from past bookings.
• Reputation Management Support: Flag guest concerns that may impact online reviews.
• Direct.com Bookings: Support the hotel's direct website bookings.

Requirements & Tech Stack

Must-Have Qualifications

• 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 7 PM – 5 AM IST shift to align with US business hours.
• Working on weekends as per requirement.
• Work-from-office commitment at our India headquarters.

Good-to-Have Qualifications

• 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.
• CTC aligned with experience & market benchmarks.
• Direct exposure to demand partners, US hotel stakeholders, and senior leadership.
• Clear career growth path in Distribution & Operations leadership.