Guest Experience & Scheduling Lead

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

Benefits offered by this job

Paid Time Off

Sick Leave

Health insurance

Dental insurance

Vision insurance

401K

Employee discount

Education & training

Founder collaboration

Hourly pay currently $18-$20

Job summary

The Gleamery is seeking a Care Coordinator in West Hollywood, CA to front the guest experience and keep schedules running smoothly. You’ll be the first and last impression, helping guests feel cared for from inquiry to post-visit follow-up, with a hospitality-driven approach and teamwork across studio teams.

In this role you’ll manage bookings, answer inquiries, process payments, and promote packages while upholding HIPAA-compliant practices.

Qualifications

• Strong ability to own and manage a busy appointment schedule.
• Confidence in making outbound calls and engaging guests to confirm and rebook appointments.
• Sales-driven mindset with a natural ability to sell packages, services, and products.
• Outstanding customer service and interpersonal skills.
• Ability to multitask in a fast-paced, high-energy studio environment.
• High attention to detail and commitment to operational excellence.
• Proficiency in learning and using electronic medical record (EMR) and other digital systems.
• The ability to work any day/time of the week with no restrictions.

Responsibilities

• Schedule Excellence: Ensure that the daily schedule remains full by proactively confirming appointments and filling schedule gaps as needed.
• Guest outreach: Call and text guests in advance of their appointments to ensure timely arrival and complete intake forms and photos.
• Retention & rebooking: Identify and reach out to guests who have not visited recently to book appointments.
• Reschedule: Contact guests who have broken or canceled appointments to reschedule promptly.
• Occupancy optimization: Monitor upcoming appointments and adjust to maximize schedule occupancy.
• Promotions: Drive retention and loyalty by promoting rebookings, referrals and reviews.
• Front desk duties: Welcome guests, answer phones, respond to inquiries, and guide guests through the experience.
• Payments & follow-up: Complete check-out, collect payment, schedule follow-ups, and discuss packages, referrals, and reviews.
• Guest concerns: Proactively manage guest concerns, escalating to the Studio Manager when needed.
• Studio upkeep: Maintain a pristine studio environment and assist with chairside support as needed.
• Compliance: Maintain HIPAA/OSHA health standards.

Skills

Schedule management

Outbound calls

Customer service

Multitasking

Attention to detail

EMR proficiency

Tools

EMR software

Job description

The Gleamery is seeking a Care Coordinator in West Hollywood, CA to front the guest experience and keep schedules running smoothly. You’ll be the first and last impression, helping guests feel cared for from inquiry to post-visit follow-up, with a hospitality-driven approach and teamwork across studio teams.

In this role you’ll manage bookings, answer inquiries, process payments, and promote packages while upholding HIPAA-compliant practices.