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

• Bachelor's degree or equivalent; recent graduates or those with less than one year of work experience are encouraged to apply.
• Strong computer literacy and ability to quickly learn new reservation and workflow systems.
• Excellent verbal, written, and nonverbal communication skills; must be comfortable engaging by phone with hotels and suppliers and collaborating with supervisors.
• Ability to prioritize tasks in a fast-paced, high-pressure environment, following direction and adapting to changing priorities.
• Strong logical reasoning and problem-solving skills; ability to think on your feet and respond to unexpected scenarios (e.g., estimating, basic numerical reasoning).
• Team-oriented, punctual, and reliable, with a positive, proactive attitude and a hunger to learn and grow.
• Willingness to work flexible hours, including overnight and weekends, as required by operational needs.