PURPOSE OF THE POSITION
The Beauty Host is responsible for delivering an exceptional L’Occitane guest experience, driving individual and boutique sales performance, supporting client recruitment and loyalty, and ensuring that boutique standards, stock processes, operational procedures and brand image are consistently upheld.
The Beauty Host acts as a brand ambassador, storyteller and host, creating memorable guest journeys through warm service, product expertise, beauty rituals and personalised recommendations. The role supports the Boutique Manager and wider team in achieving sales, profitability, customer experience and operational compliance targets.
MAIN RESPONSIBILITIES:
Guest Experience and Customer Service
The Beauty Host must create a welcoming, professional and memorable experience for every guest entering the Boutique.
Key responsibilities include:
- Greet, welcome and engage every guest warmly and professionally.
- Establish rapport with guests and make them feel seen, valued and comfortable.
- Determine guest needs by asking relevant discovery questions and actively listening.
- Use appropriate product demonstrations, testers and “see, feel and think” tools to support the guest’s decision-making.
- Provide personalised product advice and beauty ritual recommendations based on the guest’s lifestyle, skin/body care needs and preferences.
- Perform spa-inspired “precious moments”, including hand massages, beauty consultations, product demonstrations and other approved guest experiences.
- Build and maintain strong relationships with existing and new customers.
- Handle guest feedback, concerns and complaints with empathy and professionalism, escalating to the Boutique Manager where required.
- Deliver a world-class guest experience that reflects the L’Occitane brand and exceeds mystery shop expectations.
- Ensure that every guest leaves the Boutique feeling valued, inspired and encouraged to return.
Sales and Business Performance
The Beauty Host is responsible for contributing directly to the Boutique’s sales performance through proactive selling, clienteling and strong product knowledge.
Key responsibilities include:
- Achieve assigned individual sales targets and contribute to team sales targets.
- Meet or exceed KPI expectations, including ATV, UPT, conversion, client recruitment and customer loyalty targets.
- Upsell and cross-sell appropriately during every interaction, ensuring that recommendations are relevant and guest-focused.
- Promote new launches, campaigns, gift sets, GWP/PWP offers and seasonal promotions.
- Use product knowledge and storytelling to inspire customers and increase basket value.
- Support sales initiatives, sampling activities, boutique events and promotional animations.
- Be aware of local market activity, customer requests, buying trends and competitor activity, and share relevant feedback with the Boutique Manager.
- Contribute to boutique performance by supporting slow-seller initiatives, focus categories and monthly push lists.
- Actively support client recruitment, repeat visits and customer loyalty return.
Clienteling, CRM and Customer Database
The Beauty Host must support the Boutique’s customer relationship management activities and ensure that guest information is captured and used responsibly.
Key responsibilities include:
- Build, maintain and update accurate customer profiles in the approved CRM/clienteling systems.
- Capture relevant guest details, preferences, purchase history and product interests in line with company data requirements.
- Use clienteling tools to follow up with guests, support repeat visits and build long-term relationships.
- Support initiatives aimed at increasing guest flow, client recruitment and customer loyalty.
- Identify guest potential needs and suggest suitable initiatives or recommendations to meet those needs.
- Use the customer database to support launches, events, campaigns, gifting occasions and personalised service.
Brand, Product Expertise and Storytelling
The Beauty Host must represent L’Occitane with pride, passion and accuracy.
Key responsibilities include:
- Maintain strong knowledge of L’Occitane products, ingredients, benefits, application methods and rituals.
- Understand and share the L’Occitane brand story, heritage, values, sustainability commitments and sensorial product universe.
- Stay up to date with new product launches, campaigns, training materials and focus categories.
- Apply learning from product training, sales training and knowledge-sharing sessions.
- Explain product benefits clearly and confidently to guests.
- Use storytelling to create emotional connections between guests, products and the brand.
- Embody the Maison’s values of trust, curiosity, excellence and impact in daily behaviour.
Boutique Events and Activations
The Beauty Host must actively support boutique events, sampling programmes and customer activations.
Key responsibilities include:
- Participate in boutique events, promotional activities, sampling programmes and customer animations.
- Support the Boutique Manager with event preparation, setup, execution and feedback.
- Deliver warm hosting and thoughtful guest experiences during events.
- Assist with visual plans and event-related product displays.
- Encourage customer participation in events and use events to build stronger client relationships.
- Provide feedback on customer reactions, product interest and buying trends after events.
Boutique Presentation and Visual Merchandising
The Beauty Host must help maintain a clean, attractive and brand-aligned boutique environment.
Key responsibilities include:
- Maintain high standards of boutique presentation, cleanliness and housekeeping.
- Support the execution of window displays, campaign displays, promotional displays and visual merchandising guidelines.
- Ensure shelves, testers, stock displays and promotional areas are neat, clean, replenished and correctly presented.
- Maintain cleanliness in the selling area, back office, staff areas and stock areas.
- Ensure that the boutique image, grooming standards and brand guidelines are upheld at all times.
- Support daily opening and closing standards as required by the Boutique Manager.
Stock Management and Replenishment
The Beauty Host supports stock accuracy, product availability and stock loss prevention.
Key responsibilities include:
- Replenish stock on the sales floor to maximise product availability.
- Assist with unpacking stock, checking deliveries, waybills, boxes, packing slips and GRN processes where required.
- Support the correct storage of stock, testers, samples, GWP/PWP items, kits and POSM.
- Participate in cycle counts, bi-monthly counts and annual stock takes as required.
- Report stock discrepancies, damages or shortages to the Boutique Manager immediately.
- Help minimise stock losses by following stock handling, cash, security and internal control procedures.
- Assist with identifying slow sellers and supporting push lists or stock focus actions.
- Monitor soon-to-expire products and escalate concerns to the Boutique Manager.
Follow all stock replenishment, receipting and stockroom standards.
Testers, Samples and Promotional Stock
The Beauty Host must ensure that testers, samples and promotional stock are correctly used, maintained and controlled.
Key responsibilities include:
- Ensure testers are clean, presentable, hygienic and available for guest demonstrations.
- Inform the Boutique Manager when testers need to be ordered or replaced.
- Follow the approved empty tester process.
- Use samples appropriately to support guest experience, product discovery and clienteling.
- Understand how to process GWP, PWP, kits and promotional items correctly on the POS.
- Accurately implement campaign promotions in line with stock-on-hand and company instructions.
- Ensure promotional stock is displayed and handled according to brand and operational requirements.
Retail Operations and Compliance
The Beauty Host must follow all company procedures and support smooth boutique operations.
Key responsibilities include:
- Follow all retail operational procedures, SOPs and internal control requirements.
- Use the POS system accurately and responsibly.
- Follow cash handling, transaction, refund, exchange and discount procedures.
- Comply with company policies, grooming standards, health and safety requirements, IT procedures and security standards.
- Support accurate daily operations, including opening, closing, housekeeping and administrative tasks as required.
- Maintain confidentiality of company, customer and sales information.
- Escalate operational issues, customer complaints, stock concerns or system problems to the Boutique Manager.
Teamwork and Culture
The Beauty Host is expected to contribute positively to the Boutique team and company culture.
Key responsibilities include:
- Work collaboratively with the Boutique Manager and team members to achieve boutique goals.
- Support colleagues during busy periods, events, stock activities and campaigns.
- Share product knowledge, customer feedback and best practices with the team.
- Give and receive feedback professionally.
- Demonstrate a positive, flexible and “can-do” attitude.
- Embrace change and participate in continuous improvement.
- Uphold L’Occitane values and promote sustainability initiatives such as waste reduction, recycling and responsible resource use.
- Act as a dependable and professional team member who contributes to a positive working environment.
PROFILE AND REQUIREMENTS
The successful Beauty Host should demonstrate the following:
- Passion for beauty, skincare, fragrance, body care and customer experience.
- Experience in prestige beauty, luxury retail, hospitality or a guest-focused environment will be advantageous.
- Strong interpersonal and communication skills.
- Ability to build trust and lasting relationships with customers.
- Strong sales ability with confidence in upselling, cross-selling and product demonstration.
- Customer-focused mindset with the ability to understand and meet guest needs.
- Positive, self-driven and dependable.
- Creative, curious and willing to learn.
- Accurate and diligent, with good attention to detail.
- Comfortable working with POS systems, CRM/clienteling tools and basic MS Office where required.
- Able to work retail hours, weekends, public holidays and during peak trading periods.
- Professional appearance and grooming aligned with brand standards.
- Proud to represent the L’Occitane brand, values and sustainability commitments.
KEY PERFORMANCE AREAS
Performance will be measured against, but not limited to:
- Individual sales target achievement.
- ATV, UPT, conversion and other relevant sales KPIs.
- Client recruitment and loyalty return.
- Quality of guest experience and mystery shop results.
- Accuracy of customer database and clienteling activity.
- Product knowledge and application of brand rituals.
- Stock accuracy, tester standards and promotional execution.
- Boutique housekeeping and visual presentation standards.
- Compliance with operational procedures and company policies.
- Teamwork, attitude, reliability and contribution to boutique culture.