Reservation Specialist

About 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.

Responsibilities

• 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: Qualify leads for groups over 12 and pass to Core or Enterprise—you'll earn 15% quota credit on every clean handoff. When a lead is passed to you and you close it, you earn 85% quota credit.
• 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: Work evenings, weekends, and holidays—our busiest times and when we need you most.

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.
• Bilingual (English and Spanish) preferred.

About Us

Join one of the largest entertainment companies in the country, with approximately 360+ entertainment destinations across North America—including bowling centers, family entertainment centers, waterparks, and more under brands like Bowlero, Lucky Strike, AMF, and the Professional Bowlers Association (PBA). We're committed to our guests, to each other, and to making this a place where great work feels like a great time. Join more than 12,000 associates and be part of something worth celebrating.