Opera PMS, MARSHA, Empower, CTAC, Group Housing Solutions, ResLink, MS Excel & MS Office
Md Shoaib
Reservation Associate
Jharkhand
Summary
Dynamic Reservation Associate with proven expertise at JW Marriott Mussoorie, excelling in travel bookings and customer engagement. Enhanced revenue through effective upselling and improved customer satisfaction by resolving complaints with empathy. Demonstrated strong multitasking abilities while managing high-volume calls, ensuring seamless guest experiences and fostering lasting relationships.
Overview
2
2
years of professional experience
2
2
Languages
Work History
Reservation Associate
JW Marriott Mussoorie Walnut Grove Resort & Spa
04.2025 - Current
- Handled EcoSure audit calls known as RCA (Reservation Call Audit) and LQA (Leading Quality Assurance), achieving the highest performance score of 98%.
- Managed inventory for a 115-room luxury property, including suites, using Opera PMS, and MARSHA.
- Managed and closed reservation bookings via calls and emails, leveraging strong knowledge of resort products, services, and facilities to maximize sales.
- Maintained inventory parity between the Opera and Marsha systems, ensuring accurate daily balance and availability updates.
- Managed monthly cancellation and no-show reporting via FIAT, and raised complimentary room (COMP) approvals as per hotel procedures.
- Handled FIT direct and wholesale partner reservations, maintained rate parity across B2C and B2B channels, and ensured accurate package loading to prevent rate and booking discrepancies.
- Handled all major OTA platforms (Booking.com, MakeMyTrip, Expedia, Agoda), and ensured seamless reservation management through the PMS.
- Handled room block reservations for corporate and social events using Group Housing Solutions and ResLink, ensuring seamless group booking management.
- Reviewed and maintained travel agent data via CTAC (Centralized Travel Agency Commission System), and ensured accurate membership tagging for precise reporting.
- Coordinated with the Revenue team to manage upcoming packages, and configured new rate codes in Opera PMS, including all package inclusions.
On-Job Training (Sales & Reservation)
InterContinental Jaipur
12.2023 - 04.2025
- Handled guest inquiries and bookings, prepared proposals, and led hotel show rounds of banquet venues, rooms, and F&B outlets to drive sales and events.
- Managed group inventory using Opera and Delphi systems to ensure accurate bookings and availability tracking.
- Supported the sales team in managing key documentation (BEOs, BTCs, group resumes, ENT forms), and prepared contracts for banquet and accommodation bookings.
- Handled guest reservations and inquiries via phone, email, and online channels, providing confirmation details, room availability, rates, and relevant information to ensure a seamless booking experience.
- Communicate effectively with other hotel departments, including the front office, housekeeping, and sales, to coordinate room assignments, special requests, and guest preferences, ensuring seamless guest experiences from booking to check-out.
Education
Bachelor of Science - (B.Sc.) in Hospitality And Hotel Management
Ilex Public School
Jharkhand, India 04.2001 -
Skills
Travel bookings
Hotel accomodations
Customer engagement
Multitasking Abilities
Problem-solving abilities
Phone and email etiquette
Software
Timeline
Reservation Associate
JW Marriott Mussoorie Walnut Grove Resort & Spa
04.2025 - Current
On-Job Training (Sales & Reservation)
InterContinental Jaipur
12.2023 - 04.2025
Bachelor of Science - (B.Sc.) in Hospitality And Hotel Management
Ilex Public School
04.2001 -