Guest Services

3 weeks ago

West Hollywood, United States The Gleamery Full time

The Gleamery is a venture-backed health and wellness startup focused on reinventing the dental industry. The Gleamery is building the first national dental brand specializing in professional grade, expeditious teeth cleaning and whitening - the recurring dental services that the modern millennial customer wants and needs. The Gleamery’s studios have a hospitality and design focused ethos and a seamless, technology enabled guest experience. The Gleamery is opening studios in cities across the U.S., building a nationwide brand leader in preventive and cosmetic dental care. The Gleamery is looking to recruit exceptionally talented individuals to join our mission-driven, West Hollywood-based team.

Guest Services helps deliver the end-to-end experience for all Gleamery clientele. You are responsible for ensuring that each guest has a consistent, efficient and memorable treatment each and every visit. In addition to front desk operations, such as greeting guests, answering phones, managing appointments, and selling memberships, you will also work synchronously with dental hygienists to scribe treatment notes, sterilize and prepare rooms between guests, and send follow up letters to each guests' primary dental office. Guest Services is a vital and impactful role at The Gleamery. You are our guests’ primary point of contact in-studio, over the phone and via text. You are the face of The Gleamery

**Responsibilities**
- Guest Experience_
- Proactively review the daily and weekly schedule in order to identify and address potential appointment issues, and to keep the schedule fully booked
- Book appointments for guests according to the studio’s scheduling policy, including: confirming appointments, rebooking guests for subsequent visits, rescheduling guests for alternative appointment times, following up with guests who have broken or canceled their appointments in order to book the guest for a future date
- Register and assess guests in the studio’s digital systems, including: verifying the accuracy of all contact and insurance information, ensuring all required forms are complete and dental records are on file (where applicable), and cross-checking the guest’s information for any contraindications that may limit The Gleamery’s ability to delivery a treatment
- Confirm with the insurer that the guest is covered by that insurance, verify coverage limitations and eligibility for the services to be provided, and determine the guest’s payment responsibility
- Transition the guest from the lobby to the treatment room providing information and orientation on The Gleamery’s studio features
- Support the hygienist team chair-side as required
- Complete the check-out process including: collecting outstanding balances, scheduling follow-up appointments to complete the treatment plan, and discussing payment and membership options
- Proactively manage guest issues and escalate problems to the Studio Manager when necessary
- Studio Upkeep_
- Fully sterilize and reset the treatment room after each guest visit ensuring the room is ready for upcoming appointments
- Clean and restock common areas including the lobby, bathroom and back of house
- Help manage inventory and prepare treatment supplies for the hygienist team
- Comply with OSHA standards
- Team & Culture_
- Attend and participate in team meetings and company initiatives
- Assist with community outreach and events
- Help maintain high standards of retention, customer satisfaction and brand loyalty
- Partner closely with the Hygienist and Support Office team to deliver a world-class experience to every guest, every time

**Qualifications**
- A high value on personal and team performance excellence
- A focus on precision of service delivery, unparalleled cleanliness and rigorous adherence to company policies and standards of behavior
- An ability to maintain guest confidentiality
- Outstanding customer service, interpersonal and organizational skills
- A professional response to high-pressure situations and time limits
- The ability to learn our EMR (electronic medical records) system
- The ability to work any day/time of the week with no restrictions

**Benefits & Compensation**
- Competitive benefits
- Ongoing education and training
- The opportunity to work closely with The Gleamery’s Founder and Support Office team as we work to expand The Gleamery from coast-to-coast in the US
- $18-$20/hr dependent upon experience

**Come and be a part of the Gleam Team

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