Reservation Specialist

Lucky Strike Entertainment•Los Angeles, CA

8h•Onsite

About The Position

Lucky Strike Entertainment is seeking a Reservation Specialist to join their Call Center team. This role will be the first point of contact for guests looking to celebrate, focusing on converting inbound leads for small groups and birthday parties (12 and under) into confirmed events across bowling and Boomers locations. Leads are distributed evenly through a round-robin model. The position involves handling inbound inquiries via phone, email, and online, matching guests with the right packages, and following up on online bookings. Success in this role is measured by meeting quarterly quotas, which are paid monthly on a tiered basis, with opportunities for higher earnings based on performance. The role also involves passing leads for larger groups (over 12) to the Core or Enterprise teams, earning quota credit for clean handoffs. The Reservation Specialist will manage their pipeline, partner with operations teams to ensure event delivery, and serve as the main point of contact from the initial call through event day, including post-event follow-ups to encourage repeat business. This role requires availability during 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 - use coaching to get better
Organized and detail-oriented even when the calls are nonstop
Adaptable

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
Hit Your Numbers: Achieve quarterly quota paid monthly on a tiered basis
Pass the Right Leads: Qualify guests for groups over 12 and pass 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
Work evenings, weekends, and holidays