Research Analyst - Callers (Ap / AR)

Key Responsibilities

• Process offline reservation requests received; no direct client communication is required; all work is assigned and tracked internally by supervisors.
• Proactively contact hotels and suppliers by phone to secure bookings, especially in cases where inventory is limited or arrival times are outside normal windows.
• Handle assigned transaction queues based on client, location, and priority as determined by supervisors.
• Complete all required operations agent training and certification, adhering to established API procedures and SOPs.
• Escalate critical issues to the appropriate management hierarchy as needed for resolution.
• Maintain operational proficiency through regular queue work, even outside of IROP events.
• When not engaged in above support, assist with folio collection and once trained, may support credit card reconciliation tasks.
• Demonstrate flexibility with shift assignments, including potential overnight and weekend work, and willingness to work overtime during major disruption periods.

Desired Skills & Qualifications

Skills Required

Process offline reservation, Escalate critical issues, Proactively contact hotels, Handle assigned transactions, Maintain operational proficiency