The Spa Manager is the key ambassador of Guerlain within the hotel property, responsible for the overall performance, guest experience, and operational excellence of the Spa.
This leadership role combines business acumen, team management, and client obsession, ensuring that the Spa achieves its revenue goals while consistently delivering Guerlain’s world-class standards of service, beauty, and wellness.
Key Responsibilities
Guest Experience & Service Excellence
- Ensure a seamless, personalized, and memorable guest journey, embodying Guerlain’s luxury DNA.
- Anticipate guest needs, handle complaints with efficiency and discretion, and build loyalty with VIC (Very Important Clients).
- Guarantee strict compliance with Guerlain, Forbes, and LQA service standards.
- Conduct Spa tours and storytelling to showcase Guerlain’s heritage, innovations, and exclusive rituals.
Spa Ambassador
- Promote the Spa within the Hotel and in the local market to attract both guests and external clients
- Implement & infuse Guerlain’s marketing strategies
- Define yearly Spa strategic objectives & build action plans with Guerlain International Spa Team & Guerlain Local Team
- Leverage hotel touchpoints to enhance Spa visibility (reception, in-room, hotel outlets)
- Execute Spa marketing activations (PR, events, collaborations) to position the Spa as a local showcase
- Develop and execute business plans in line with Guerlain and hotel strategy.
- Monitor and drive KPIs: revenue, capture rate, retail efficiency, clienteling, average spend.
- Ensure retail integration within treatments, boosting upselling and cross-selling.
- Organize events, activations, and partnerships to maximize visibility and revenue.
- Provide regular reporting and business analysis to both hotel management and Guerlain HQ.
- Recruit, train, motivate, and lead a team of wellness experts, receptionists, and supervisors.
- Support the Local Spa Trainer in her missions to ensure the highest training standards within the Spa
- Ensure onboarding and continuous training, in collaboration with Guerlain trainers and local teams.
- Set clear objectives, evaluate performance, and foster a culture of excellence, respect, and empowerment.
- Lead daily and weekly briefings, aligning the team on VIP guests, events, and priorities.
- Supervise day-to-day Spa operations, ensuring smooth scheduling, Wellness Expert allocation, and guest flow.
- Oversee hygiene, grooming, safety, and security standards across all Spa areas.
- Manage budgets, stock levels, product orders, and operational expenses.
- Maintain strong relationships with suppliers and ensure equipment is fully functional.
- Ensure all procedures (cash handling, bookings, reporting) comply with Guerlain and hotel policies.
- Act as the key liaison between the Spa and Guerlain International Spa Team and Guerlain Local Team.
- Share guest insights, business results, and feedback to support continuous improvement.
- Implement marketing, retail, and training initiatives defined by Guerlain International Spa Team and Guerlain Local Team.
- Ensure alignment with Guerlain’s luxury brand image in all aspects of Spa operations.
Education/Experience/Qualifications:
- Luxury hospitality & spa expert, passionate about beauty & wellness
- Client-focused & service-driven, delivering exceptional guest experiences
- Results-oriented leader, with strong business acumen & team development skills
- Proven track record in sales, retail performance & business growth
- Culturally adaptable communicator, fluent in English (+ other languages a plus)
- Impeccable grooming & flexibility, aligned with Guerlain standards
Spa Manager for Orient Express Sailing Yachts in London employer: V.Group
At V., we pride ourselves on being an exceptional employer, offering a dynamic work environment that fosters collaboration and innovation. Our commitment to employee growth is evident through our investment in talent development, ensuring that every team member has the opportunity to thrive in their career. Located in a vibrant industry hub, our culture is built on our core values of care, consistency, and commitment, making V. a rewarding place to work for those passionate about making a difference in the marine services sector.
