Reservation Specialist

Lucky Strike Entertainment•Scottsdale, AZ

1d•Hybrid

About The Position

The Reservation Specialist will be the first point of contact for guests looking to book small group events and birthday parties. This role is responsible for handling inbound leads via phone, email, and online channels, converting them into confirmed bookings for groups of 12 and under across bowling and Boomers locations. The position requires a camera-first approach, with all video calls requiring cameras on and a professional demeanor, appropriate attire, and a clean environment. Leads are distributed through a round-robin model to ensure fairness among representatives. The role involves matching guests with the right packages and experiences, asking effective questions to simplify the planning process, and following up on online bookings. Additionally, the specialist will qualify and pass leads for groups larger than 12 to the Core or Enterprise teams, earning quota credit for successful handoffs. Maintaining a pipeline, partnering with operations teams, and serving as the primary contact from initial call through event day are key responsibilities. Post-event follow-up is also expected to foster repeat business.

Requirements

Background in sales, hospitality, or customer service
Call center or high-volume phone experience 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
Evenings, weekends, and holidays availability

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
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