Reservation Specialist

Lucky Strike Entertainment•Scottsdale, AZ

2d•$22 - $24•Hybrid

About The Position

As a Reservation Specialist in our Call Center team, you will be the first point of contact for guests looking to celebrate. Your primary responsibility will be to manage the inbound experience for small groups and birthday parties, converting leads into confirmed events for groups of 12 and under across bowling and Boomers locations. Leads are distributed evenly among representatives. The company emphasizes a camera-first policy for all video calls, requiring associates to maintain a professional appearance and environment.

Requirements

Background in sales, hospitality, or customer service.
Call center or high-volume phone experience is a strong plus.
Comfortable following and adapting a conversation guide.
Proficient with Outlook, Microsoft Teams, and Excel.
Strong communication skills to effectively sell an experience.
Feedback-driven and eager to grow through coaching.
Organized and detail-oriented, even during high call volumes.
Adaptable to changing situations and guest needs.

Responsibilities

Handle all inbound leads (phone, email, online) and convert them into confirmed bookings.
Manage birthday party and small group sales for groups of 12 and under.
Match guests with the most suitable package and experience.
Utilize effective questioning to simplify the planning process for guests.
Follow up on online bookings (OLB) to convert interest into confirmed reservations.
Qualify leads for groups over 12 and pass them to the Core or Enterprise team, earning quota credit on clean handoffs.
Maintain pipeline management and collaborate with operations teams to ensure event delivery.
Serve as the primary point of contact for guests from the initial call through the event day.
Conduct post-event follow-ups to foster relationships and encourage repeat bookings.
Work evenings, weekends, and holidays, which are the busiest times.