Reservation Specialist

Job Title

Hybrid - Phoenix, AZ

The Role

You'll be the first voice guests hear when they're ready to celebrate. As part of our Call Center team, you'll own the inbound experience for small groups and birthday parties - converting every lead into a confirmed event for groups of 12 and under across our bowling and Boomers locations. Leads are distributed through a round-robin model, so every rep gets a fair shot at every opportunity. We lead with presence - Lucky Strike Entertainment operates a camera-first policy. All video calls with clients and internal stakeholders require cameras on, and we expect associates to show up polished and professional - that means appropriate attire, a clean environment, and the kind of executive presence that reflects the brand we represent.

What You'll Do

Turn Inquiries into Celebrations

• 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

• Quarterly quota paid monthly on a tiered basis - stronger performance means stronger earnings
• A Commission QRG will detail exactly how your pay is structured from day one

Pass the Right Leads

• Received a lead for a group over 12? Qualify the guest and pass to Core or Enterprise - you'll earn 15% quota credit on every clean handoff. And when a lead is passed to you and you close it, you earn 85% quota credit.
• Fast, accurate handoffs keep guests happy and the whole team winning

Keep Things Running Smoothly

• Stay on top of your pipeline and partner with ops teams so every event delivers on what was promised

Stay with the Guest

• Be the point of contact from first call through event day
• Follow up post-event to keep relationships warm and drive repeat bookings

Show Up When It Counts

• Evenings, weekends, and holidays - our busiest times and when we need you most

What You'll Bring

You don't need to check every box - but here's what sets the best candidates apart.

• 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

What You'll Get

At Lucky Strike Entertainment, we're committed to your well-being on and off the job:

• Medical, Dental, and Vision plans to select from based on your needs
• 401(K) Retirement Plans and Employee Stock Purchase Program
• Employee Assistance Program (EAP), Wellness resources, Vacation and Holidays
• Perks - Bowling, Boomers and Waterpark discounts, retail and event discounts, and more