As part of ProCollective’s Beauty File series, we shine a spotlight on the people behind-the-scenes. From those at the forefront of innovation to savvy beauty entrepreneurs, we speak to experts to learn how they got their start, what their day-to-day involves, and their predictions for what’s next in their field.

Ahead, we speak with Rebecca Dawson, manager of Auckland’s SO/SPA and Sofitel Spa, who is responsible for training the spas’ team of therapists.

Firstly, what inspired your career in the beauty industry? Talk us through your journey to date…

I always knew I wanted to be in the beauty industry and based my GCSE subjects around this passion. After completing two years of beauty college, I discovered a preference for body and face treatments. Work experience at Ragdale Hall solidified my passion for the spa industry. I then worked at a local salon focusing on beauty treatments, but my goal remained finding a job in a spa. I eventually secured a role at an exclusive five-star resort in Cyprus, where I honed my skills as a therapist and learned valuable industry insights. Despite an arm injury, I worked my way to Head Receptionist and later accepted my first managerial position at a different hotel. This experience led to increased revenue in spa services over weddings, showcasing my value to the industry. I then fell upon a maternity cover at Sofitel, which turned into eight years, including my own maternity leave and adding another hotel to the mix.

As Sofitel and SO/ Spa’s Manager, what does a typical day for you entail?

Variety! Things within hotels change day to day, minute by minute. Going between Sofitel Auckland and Sofitel guarantees that variety as well. Typically, my day begins with a catch-up with the General Manager followed by a team meeting. We work out which guests are arriving that day, whether they are regulars, newbies, or celebrating, and how we can enhance their experience with us. I am fortunate to have a wonderful team of receptionists, but there are usually a few tricky questions thrown in as well. This unpredictability is why I love hotel life so much – you can never predict what will happen.

What aspect of your job are you most passionate about?

Customer experience. The journey of a customer from their first interaction with us to their departure is crucial and deeply important to me. The way we treat them can influence whether they choose to return or not. Providing a 5-star experience not only encourages repeat business but also generates positive word-of-mouth that can reach new clients. It’s about more than just the treatment – it’s about making guests feel valued and creating lasting memories.

What are the spas’ unique philosophies and approach when it comes to treating skin?

Every person is different and requires a unique approach to skincare. Customisation is key for us. We prioritise achieving the best results for our clients by addressing their individual skin concerns and types. Our therapists are trained to offer personalised solutions for face and body treatments, ensuring a tailored experience for each client. Through a connected and personalised approach with our passionate therapists, we establish a unique and effective method for treating skin.

How does the spa go about selecting what treatments to offer and brands to align with? Is this dictated at a global level by Sofitel? 

For Sofitel, we receive some direction from Paris. Sofitel is all about blending the best of French with the best of local culture, which influenced our partnerships with Biologique Recherche and Nellie Tier. The opportunity to introduce Elemis came at the perfect time, driven by my positive experiences with the brand in the UK. It complemented our existing brands and sparked interest among clients. As for SO/ Hotel, it has more freedom but we still prioritise offerings that resonate with our clientele. Waterlily was a fantastic fit for us, and we were fortunate to be the first in the world to introduce the Vinotherapy Body treatment. What better place to have a wine-based face or body treatment than New Zealand?!

How do you select and train your spa therapists to provide the highest level of service to guests?

I am notoriously picky. It’s not just about the way they present themselves, it’s their touch. You can have the most amazingly presented and highly educated therapist who just doesn’t have that intuitive touch that transports guests to another world. I have a lot of therapists fresh from college, and even though their knowledge and technique may require refinement, I can tell within minutes how they will work. We have quite a rigorous interview process as well, involving me, a spa supervisor, and our Talent & Culture team or General Manager to ensure they align with our team. Training is ongoing – I am so lucky that all my amazing brands offer the most comprehensive face-to-face training with fantastic online resources to provide a refresher when needed. This ensures consistency among therapists and helps prevent any dilution of treatment procedures, which can sometimes occur.

How do you stay updated on the latest wellness and spa trends to continually enhance the offerings at the spa?

We are not a high-tech medi-spa; I try to keep machines out of the spa as I believe there is still a place for traditional hands-on treatments. The brands we partner with are constantly updating and reformulating products to ensure they are at their best and setting trends in the industry. While I value traditional methods, there is also merit in staying informed about emerging trends and consumer interests, often influenced by the retail market and social media. Treatments like body brushing have been around for years but in recent years it’s resurged in popularity again. Cryo sticks are the new version of icing a basalt stone and doing your face massage. I think one thing I have noticed the older I get, is that trends come and go but always end up coming back at some point as the newest or latest craze.

If you had to pick, what is your favourite treatment Sofitel Spa/SO Auckland offers and why?

For treatments, I love a good body treatment that encompasses the full body with an exfoliation, wrap and massage, like the Frangipani Body Wrap or the Vinotherapy Body Treatment. We so often forget our body in homecare routines but it needs just as much love. There is no better feeling than walking out smelling amazing, with silky soft hydrated skin and muscles eased.

Lastly, we’re always eager to peek inside the beauty routine of a pro. What are your can’t-live-without beauty products?

I cannot live without a decent cleanser. The Elemis Cleansing balm will forever be one of my absolute favourites. Fun fact: I used to steal my gran’s as a teenager. Waterlily’s Lactic Cleanser is so good for my second cleanse – I use it a couple of nights a week to really revitalise my skin. I love cleansing, can you tell? If the skin isn’t clean and exfoliated, nothing else is going to work so it’s vital. A quality set of cotton flannels is also essential!

Do you know someone making waves in the beauty industry? We’d love to talk to them! Reach out to us here to submit them for an upcoming Beauty File.