Cluster Reservation Associate -

Reservation Operations & Booking Management

Process FIT, corporate, LNR, group, promotional and OTA reservations accurately.

Create new reservations, amendments, extensions and cancellations in the designated reservation systems.

Verify booking details, including guest names, arrival and departure dates, room types, rates, meal plans and payment instructions.

Ensure all reservations contain accurate and relevant booking comments.

Verify special requests, VIP details, billing instructions and guest preferences.

Ensure booking confirmations are shared with guests wherever applicable.

Monitor reservation queues and ensure pending bookings are actioned within defined turnaround times.

Identify duplicate bookings, incorrect reservations and discrepancies and report them to the reporting manager.

Ensure all reservations are processed in accordance with approved rate structures and authorization guidelines.

Maintain proper documentation and supporting records for reservation-related activities.

Call & Email Management

Handle incoming reservation calls professionally and efficiently.

Respond to guest inquiries received through email and other designated communication channels.

Provide accurate information regarding room availability, rates, hotel facilities, policies and reservation terms.

Ensure missed calls are reviewed and callbacks are completed within the prescribed timelines.

Maintain proper communication etiquette and follow established call-handling standards.

Ensure no guest query or email remains unattended.

Escalate unresolved guest concerns and booking-related issues to the reporting manager.

Maintain proper call records and follow the prescribed call-handling process.

Ensure calls are transferred to the appropriate department only in accordance with the defined SOP.

OTA & Distribution Channel Management

Monitor and process reservations received through Booking.com, Expedia, MakeMyTrip, Agoda, Trip.com, Hotelbeds and other applicable distribution channels.

Verify OTA reservations against the PMS and CRS records.

Monitor booking modifications, cancellations and no-show-related updates.

Ensure OTA reservation discrepancies are identified and reported promptly.

Follow the approved SOP for Booking.com and Expedia cancellations and no-show handling.

Coordinate with the Front Office team for reservation-related discrepancies and clarification.

Ensure cancellation and no-show information is updated in the respective systems as per the approved process.

Monitor payment instructions, virtual credit cards and applicable collection arrangements.

Escalate payment-related discrepancies and OTA commercial issues to the reporting manager.

Ensure all OTA-related activities have the necessary supporting documentation.

Systems & Inventory Monitoring

Work efficiently on PMS, CRS, Concerto, OXI, Holidex, OTA extranets and other designated reservation platforms.

Ensure reservation information is accurately updated across applicable systems.

Monitor room availability and identify inventory discrepancies.

Review reservation and inventory comparison reports as assigned.

Identify negative inventory, overbooking risks and synchronization issues.

Report PMS, CRS, Concerto and OTA connectivity issues immediately.

Ensure all assigned system-related tasks are completed within the prescribed timelines.

Follow approved system access and authorization guidelines.

Never modify rates, restrictions, inventory or booking-related controls without the required authorization.

Daily Reporting & Reconciliation

Extract and review assigned daily reservation reports.

Prepare and circulate reports within the prescribed timelines.

Monitor and review the following reports, as assigned

Reservation Made Reports; Cancellation and No-Show Reports; Expedia Cancellation Reports; Booking.com Reservation Reports; Reservation and Inventory Comparison Reports; H&F; (Housekeeping & Forecast) Reports; OXI and Inventory Reports; Remade Reservation Reports; and D-1 Reservation Reconciliation.

Highlight discrepancies and pending actions to the reporting manager.

Maintain accurate records of completed activities and pending follow-ups.

Ensure reports are shared in the prescribed format without unauthorized modifications.

Support month-end reservation reconciliation and other assigned reporting activities.

Revenue Protection & Reservation Controls

Ensure bookings are processed only against approved rates and applicable authorization.

Verify applicable payment instructions and guarantee details.

Identify incorrect rates, missing payment details and booking discrepancies.

Ensure reservations are not modified or cancelled without appropriate authorization wherever required.

Follow approved procedures for contracted, corporate, LNR and group bookings.

Escalate potential revenue leakage, duplicate bookings, incorrect rate application and inventory discrepancies.

Ensure no unauthorized commitments or commercial confirmations are made to guests or business partners.

Maintain confidentiality of guest information and commercial booking details.

SOP, Audit & Quality Compliance

Strictly follow all approved departmental SOPs and operational guidelines.

Ensure reservation records contain complete and accurate information.

Maintain proper booking comments, documentation and supporting records.

Follow the prescribed process for cancellations, amendments, no-shows and reservation transfers.

Ensure all assigned checklists and reports are completed within the defined timelines.

Support internal audits and provide required reservation-related documentation.

Immediately highlight process deviations and operational gaps.

Participate in departmental briefings, training sessions and knowledge-sharing activities.

Implement process-related instructions communicated by the reporting manager.

Coordination & Stakeholder Management

Coordinate with hotel Front Office, Sales, Revenue, Finance and other rele