A majestic all-season mountain retreat, Primland is located at the heart of the Blue Ridge Mountains on 12,000 expansive acres.  Primland offers luxurious accommodations, a championship golf course, exquisite farm-to-table cuisine, a serene spa and a level of outdoor adventure that is unrivaled on the east coast.  In one of the most breathtaking mountain settings, the resort boasts impressive year-round activities for the entire family, including horseback riding, fly fishing, alfresco yoga and meditation, kayaking, hiking, sporting clays, archery, stargazing in one of the largest observatories in the Eastern U.S. , RTV trail riding and tennis.

Drive and lead the commercial and financial performance of the spa ensuring complete viability and maximizing all opportunities and resources.  Ensure that the highest service standards are adhered to, and that guest experience exceeds expectations.  Work closely with the Hotel General Manager and Hotel Manager in establishing and maintaining key business objectives, effective marketing/PR, operational brand standards, guest relations and team member management.

Finance: 

• Develop an annual budget for the spa, in conjunction with the Hotel General Manager.  To be responsible for the achievement and regular review of the business plan and budget.

• Provide daily and monthly financial and statistical reports for the Hotel General Manager and Auberge, incorporating justifications of performance, proposals and recommendations to optimize financial performance.   

• Drive and monitor spa’s performance through KPIs, linking results with sales and marketing activities.   

• Review the monthly P&L, scrutinizing departmental costs to optimize profit margins without compromising quality. 

• Establish and ensure a cost-effective wage structure based on productivity and efficiency.

• Communicate and discuss KPI’s with spa department heads, ensuring this is filtered down to an operational level. 

• Monitor Hotel KPI’s closely, reflecting on how this may affect spa business and reforecast accordingly.  

Sales: 

• Liaise with the hotel Sales and Marketing Director to understand the spa's annual marketing plan.  Coordinate all promotional activities, PR and events in line with this. 

• Ensure collateral, point of sale and promotional materials reflect the quality and integrity of  the brand.

• Follow spa’s retail par level guidelines 

• In conjunction with the Hotel General Manager, set monthly and quarterly Business Objectives.

Guest & Hotel Relations:

• Lead by example by providing a warm welcome to guests while striving to provide outstanding service.

• Create and maintain relations with guests through having an active presence in spa reception and other key guest areas.

• Maintain consistent guest satisfaction through collating guest feedback received from hotel surveys and communicate this with the team, implementing changes or training where necessary.

• Deal with any guests’ complaints promptly and effectively, ensuring client satisfaction and revenue is not jeopardized.  Record any grievances and follow up accordingly, liaising with the General Manager where necessary.  

• Hold regular meetings and create strong relationships with key Hotel departments such as Front Office, Housekeeping and Maintenance. 

Leadership:

• Provide leadership, direction and support to the team members of spa to develop a highly motivated team, who can deliver excellent standards of service in all areas.

• Develop an annual training plan with spa department heads and ensure that all employees are trained and developed to meet the needs of the business.

• Ensure that all Hotel HR policies and procedures are followed correctly and in line with employment legislation. 

• Motivate, encourage and drive the team, maintaining the correct level of professional and qualified team members, overseeing all facilities and activities within the spa.

• Conduct performance appraisals for all spa department heads instigating progressive development and succession planning.   Review all staff performance on a regular basis with department heads. 

• Monitor all personnel procedures including schedules, sickness, holidays and payroll. 

Manager on Duty:

• Act as Manager on Duty when assigned this role as part of the schedule.

• When on duty:

• Ensure the facility is adequately manned at all times.  Oversee the smooth running of all business centers in the spa.  

• Inform the relevant department head of any complaints or issues regarding the facility, taking action or recommending amendments if necessary.

• Responsible for Opening/Closing Procedures. 

• Complete opening procedures and checklists per relevant area on a daily basis, reporting any housekeeping or maintenance issues to the relevant department and ensuring prompt resolution. 

• Attend hotel morning meetings, taking up to date revenue figures from spa, communicating the day’s business, guests and any relevant activities to other department heads. 

• Carry out daily briefings with the entire spa team, communicating guest/hotel information and revenue targets.

Operations:

• Monitor service, operational standards and guest satisfaction taking necessary action to ensure spa and Hotel Brand standards are maintained and quality is controlled. 

• Aim to achieve consistently high scores in spa audits, resolving any highlighted issues through training or reviewing operational procedures. 

• Oversee and ensure all legislation and requirements are being upheld as per spa operating license(s). 

• Conduct a weekly call with spa as per the Operational Agreement, providing relevant information as required.  Ensure communication is proactive and timely.

Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine and spas, and gracious yet unobtrusive service. With hotels and resorts across three continents, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection. Follow us on Instagram, TikTok, Linkedin, Facebook and Pinterest: @AubergeResorts and #AlwaysAuberge.

Primland Ltd is an Equal Opportunity Employer, M/F/D/V. Primland Ltd provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Primland Ltd complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.