Reservation Specialist

Lucky Strike Entertainment•Scottsdale, AZ

10h•Hybrid

About The Position

The Reservation Specialist will be the first point of contact for guests looking to book small groups and birthday parties. This role involves managing inbound leads via phone, email, and online channels, converting them into confirmed events for groups of 12 and under across bowling and Boomers locations. The position requires a camera-first approach, with all video calls needing cameras on and associates presenting a polished, professional image. The specialist will be responsible for matching guests with the right packages, asking effective questions to simplify planning, and following up on online bookings. Additionally, they will handle lead qualification and handoffs for groups larger than 12, earning quota credit for successful transfers. Maintaining a sales pipeline, partnering with operations, and serving as the primary contact from initial call through event day are key aspects of the role. Post-event follow-up to encourage repeat business is also expected. This role requires availability for evenings, weekends, and holidays, as these are the busiest times.

Requirements

Background in sales, hospitality, or customer service
Call center or high-volume phone experience is a strong plus
Comfortable following a conversation guide and adapting it naturally to each guest
Comfortable with Outlook, Microsoft Teams, and Excel
Strong communicator who can sell an experience by describing it effectively
Feedback-driven and eager to grow - you use coaching to get better, not just move on
Organized and detail-oriented even when the calls are nonstop
Adaptable - because no two birthday parties or busy Saturdays are ever the same
Camera-first policy: All video calls with clients and internal stakeholders require cameras on, and associates must show up polished and professional - appropriate attire, a clean environment, and executive presence.

Responsibilities

Handle every inbound lead - phone, email, or online - and convert it into a confirmed booking
Own birthday party and small group sales for groups of 12 and under
Match every guest to the right package and experience for their needs
Ask the right questions to make the planning process feel effortless
Follow up on online bookings (OLB) to convert interest into confirmed reservations
Qualify guests and pass leads for groups over 12 to Core or Enterprise, earning 15% quota credit on clean handoffs
Stay on top of your pipeline and partner with ops teams so every event delivers on what was promised
Be the point of contact from first call through event day
Follow up post-event to keep relationships warm and drive repeat bookings