Job Description: 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 the top investors in the country, like Titan Capital, DIBS. As innovators at the forefront of the industry, we strive to deliver the highest quality service to all our clients while setting new standards for efficiency and effectiveness. We aspire to build high-quality, innovative & robust software that makes an impact!
Find more about us!
Role Purpose
The Reservations Manager at Atica acts as the virtual reservations hub for multiple US hotel clients simultaneously. You are responsible for maximizing revenue captured from every incoming reservation inquiry — through calls, emails, OTA platforms, and direct website bookings — while ensuring seamless reservation operations for the hotel's front desk and management team.
This is not a passive, reactive role. You will proactively identify upsell opportunities, ensure rate parity across all booking channels, manage group and corporate reservation blocks, and be the first point of escalation for reservation-related client concerns. Your work directly feeds into the hotel's RevPAR, ADR, and occupancy numbers — the metrics Atica is hired to move.
Because hotel clients are on month-to-month contracts with 30-day exit clauses, the Reservations Manager must deliver consistent, visible value every single month.
Key Responsibilities
1. 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 every qualified inquiry into a confirmed reservation — maximizing conversion rate while upselling room types, packages, and add-ons where applicable.
• Respond to all reservation queries promptly (within SLA) to minimize lead leakage and lost revenue.
• Manage waitlists, room-type availability, and booking modifications or cancellations professionally and accurately.
• Ensure all reservations are entered correctly into the Property Management System (PMS) with complete guest details, rate codes, and special requests.
2. Rate Management & Channel Parity
• Monitor and maintain rate parity across all OTA channels and the hotel's direct booking website — no undercutting, no discrepancies.
• Work in close coordination with the Revenue Manager to implement rate strategies and ensure the right rates are loaded and live across all channels at all times.
• Identify and flag rate loading errors, missing promotions, or channel-level discrepancies that could cause revenue leakage.
• Update seasonal rates, promotional packages, and special offers across channels as directed by the Revenue Manager.
3. Corporate & Group Reservations
• Manage all corporate account reservations — ensuring contracted rates are correctly applied, rooming lists are accurate, and billing instructions are set up correctly.
• Handle group booking blocks: cut-off dates, pickup tracking, attrition management, and coordination with the hotel's front desk for arrival readiness.
• Respond to group RFP inquiries and coordinate with the Sales Manager on quotes, contracts, and follow-ups for group business conversion.
• Liaise with in-house guests and corporate bookers to identify opportunities for extended stays or recurring negotiated business.
4. OTA & Distribution Channel Management
• Ensure accurate hotel listing content on all OTA platforms: room descriptions, photos, amenity listings, policies, and content scores.
• Monitor OTA dashboards for booking trends, cancellation rates, and competitor positioning — flagging insights to the Revenue Manager.
• Manage allotments and stop-sell/open-sell decisions in real time based on occupancy levels and Revenue Manager guidance.
• Support the launch and optimization of the hotel on new distribution channels (wholesalers, meta-search, B2B platforms) as Atica expands the hotel's distribution footprint.
5. Client Communication & Relationship Management
• Act as the day-to-day reservations point of contact for assigned hotel clients — responding professionally and promptly to all reservation-related queries.
• Build strong working relationships with hotel GMs and front desk teams to ensure smooth coordination between Atica's remote reservations function and on-property operations.
• Provide weekly and monthly reservations performance summaries to hotel clients: bookings by channel, ADR, cancellations, and pick-up trends.
• Navigate cultural nuances when communicating with US-based clients — professional, confident, and clear at all times.
6. Ancillary Reservations Support
• OTA Reconciliation: Review monthly OTA invoices and flag any erroneous charges or commission discrepancies for resolution.
• OTA Revenue Recovery: Track and charge Virtual Credit Cards (VCCs) from past bookings to ensure all realized revenue is collected.
• Reputation Management Support: Flag guest concerns surfaced during reservation interactions that may impact online reviews; coordinate with the team on service recovery.
• Direct.com Bookings: Support the hotel's direct website bookings by responding to queries, applying promotions, and tracking booking engine performance.
Who We Are Looking For
Must-Have Qualifications
• 3–6 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 — you will interact with US-based hotel clients and guests daily.
• High attention to detail: rate codes, rooming lists, billing instructions, and reservation accuracy are non-negotiable.
• Ability to multitask across multiple hotel accounts simultaneously without compromising quality.
• Comfortable working the 4 PM – 2 AM IST shift to align with US business hours.
• Work-from-office commitment at our India headquarters.
Good-to-Have
• Experience with Revenue Management Systems (RMS) — understanding how rates and inventory are managed in real time.
• Familiarity with branded hotel systems — Marriott, Hilton, IHG, Wyndham, or Choice Hotels platforms and standards.
• 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 in an evolving environment.
Why Join Us
Build a vertical from scratch—not just manage one.
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.
