Head of Training & Guest Experience (Guerlain Trainer)
(21701)
At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.
Sparkling in warm Indian Ocean, on a private peninsula wrapped in ribbons of sand, One&Only Le Saint Géran is a vibrant tropical playground where the marvels of Mauritius are revealed in ultimate style. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.
Roles and Responsibilities
As an ambassador of Guerlain brand, you embody and convey Guerlain's values and heritage to both guests and colleagues. You are the guarantor of Spa programs, quality control, individual training and follow-up. You contribute to the development of a team of Wellness Experts whose mission is to offer a unique Guerlain experience and exceptional service to our clients. You coach Wellness Experts in their faculty to carry out client diagnosis, treatment and prescription.
Ambassador for the Guerlain Spa’s image
- Embody the values and history of the brand and pass on its passion to Wellness Experts and guests
- Personally perform treatments for VIP guests, journalists, and other high-profile visitors, ensuring exceptional, personalised service, while actively supporting treatment operations during peak seasons and periods of high occupancy to maximise treatment capacity, optimise team performance, and drive Spa revenue.
Quality & Excellence Guarantor
- Ensure impeccable mastery and consistent application of Guerlain protocols, techniques, products, services, rituals, and brand storytelling, while maintaining full compliance with Guerlain standards, LQA, and Forbes Travel Guide service excellence requirements.
- Ensure the perfect implementation of the personalized care and customer journey stages (welcoming rituals, diagnosis, construction of the treatment, personalization, recommendation and departure procedures)
- Implement all necessary training for Wellness Experts
- Enforce the standards of Etiquette Culture for all services, merchandising, posting, grooming, rituals, and protocols of the spa developed by the Guerlain International Spa team.
Program Referent
- Guide and coach Wellness Experts on aesthetic matters
- Contribute to the development of the specific protocols and products used within Guerlain (validated by Guerlain International Team in Paris)
Reporting
- Collaborate closely with the Wellness Manager & Wellness Director and the Guerlain International Spa Training Director by providing regular feedback and recommendation in a logic of continuous improvement.
- Provide the Wellness Manager and Wellness Director with the evaluation of the Beauty Experts of the aesthetic and technical part, knowledge of protocols and methods.
- Ensure the team's impeccable appearance throughout the day. (Grooming in accordance with Guerlain Spa standards)
Profile :
Business Degree in BTS Aesthetics - Cosmetics - Perfumery Management or equivalent.
Experience as a Spa Trainer in the luxury spa and hotel industry.
Excellent technical skills (face & body)
Proficiency in English
Attitude & Skills
Passionate, empathetic, and positive.
Strong team spirit
Meticulous, organized, unifying, detail-oriented, service-oriented in a luxury environment.
Training & Motivation skills
Respect for confidentiality.
Independent, proactive
Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
