Guest Experience & Scheduling Lead

The Gleamery; Santa Monica (CA); On-site; USD 24,796 - 27,552; Full time

Benefits offered by this job

Paid time off

Sick leave

Health insurance (full-time)

Dental insurance (full-time)

Vision insurance (full-time)

401K (full-time and part-time)

Employee discount on services/products

Education and training

Job summary

The Gleamery is seeking a Care Coordinator in Santa Monica to own and optimize the guest scheduling process and deliver exceptional front-desk service. You will be the first and last impression for guests, guiding them from inquiry to post-visit follow-up, while promoting loyalty programs and referrals.

You will work in a hospitality-driven, fast-paced studio with a focus on education, retention, and brand loyalty. Requires strong customer service, sales instincts, and EMR proficiency.

Qualifications

• Own and manage a busy appointment schedule.
• Outbound calls to confirm and rebook appointments.
• Sales-oriented with ability to upsell packages and services.
• Excellent customer service and interpersonal skills.
• Multitask in a fast-paced studio environment.
• High attention to detail and commitment to operational excellence.
• Proficiency with EMR and other digital systems.
• Ability to work any day/time of the week with no restrictions.

Responsibilities

• Ensure daily schedule remains full and optimize occupancy.
• Call/text guests ahead of appointments for timely arrival and intake completion.
• Reach out to guests to rebook after cancellations or no-shows.
• Promote rebookings, referrals, and reviews to drive retention.
• Welcome guests with warmth and manage inquiries via phone/email.
• Assist with check-out, payments, and follow-up scheduling.
• Maintain a pristine studio environment and sterilize rooms between guests.
• Partner with teams to deliver a world-class guest experience.

Skills

Schedule management

Outbound calls

Sales mindset

Customer service

Multitasking

Attention to detail

Communication

Tools

EMR systems

Job description

The Gleamery is seeking a Care Coordinator in Santa Monica to own and optimize the guest scheduling process and deliver exceptional front-desk service. You will be the first and last impression for guests, guiding them from inquiry to post-visit follow-up, while promoting loyalty programs and referrals.

You will work in a hospitality-driven, fast-paced studio with a focus on education, retention, and brand loyalty. Requires strong customer service, sales instincts, and EMR proficiency.