Terry Spalding

Terry Spalding joined Cataloochee Ranch as General Manager in 2024 after displaying a clear passion for service and hospitality. He is excited to lead by perfectly pairing service and hospitality in such a way that makes his team members proud to deliver experiences, guests proud to stay and the community proud to support.

Terry’s career began after experiencing the personal and intentional staff at The Ritz- Carlton, Tyson’s Corner VA which then became his first role as concierge. Over the last 20 years, he has maintained his passion for providing intentional guest experiences at The Ritz-Carlton, Bacara Resort and Spa; The San Ysidro Ranch; Four Seasons Seattle; The Seattle Seahawks; Willows Lodge; Enchantment Resort and Mii Amo Spa.

Most recently, he assisted with the design, build, and company creation of an ultra-luxury property in Tennessee before joining Cataloochee Ranch. Outside of the ranch, Terry and his wife Cara live in North Carolina with their two rescue pitties, Nebbie and Reggie, and their bengal, Zoe. They enjoy hiking, painting, reading, making music and immersing themselves in new cultures and cuisines while traveling the globe.

What makes your current assignment stand out from other properties/brands you’ve worked in?

Cataloochee Ranch has nearly 100 years of memories and perfectly blends a remarkable setting, elevated personalized service standards with authentic…real authentic hospitality…the kind that comes from generations of team members who have grown up hearing the stories, or with family members having worked on the mountain at some time or another sharing their pride in the offerings, setting and service.  The Ranch serves as the destination both locally and regionally for some of the most memorable moments in guests’ lives.

Not to mention the natural beauty of the property, which rests at 4800 ft elevation atop the Smoky Mountains with vistas that seem to never stop.  The Ranch is refined, without being pretentious or bougie, and honors the history of this land, it’s people and the legacy that has been left by those before us.  It truly is a special place, with special team members who care deeply about the experience that they provide to guests, each other, and our community.

Who is your typical customer?

A discerning, adventurous luxury traveler looking for a destination that celebrates and embraces the sense of place.  Our guests are savvy, well-travelled, and accustomed to destinations that provide experiences that make them “feel” welcome, valued and eager to return.  Many of our guests have stayed historically and have now chosen to bring the next generation to experience the authentic adventures that happen on the mountain.  We see fathers teaching their sons how to fish…in the same location they learned how to years ago.

Mothers teaching their daughters how to ride horseback as they learned here when they were young, and so on.  Our typical guest knows and understands luxury travel, and appreciates the blend of historical preservation, and modern amenities.  They are looking for a place to be recognized, feel at home, and embrace adventure.

What would you do if you were not a hotelier?

I’d likely sell ice cream.  A mentor once told me that if you’d like everyone to like you, don’t get into management/leadership…rather, sell ice cream.  That makes everyone happy!  On a serious note, however, I’d likely teach or practice arts as a career if I wasn’t in the hospitality business.  I truly love this career and the memories that I’ve been able to help create for guests, the work environment for team members, and the support of the community.

Building the right team is crucial for a property’s success. What are the key skills you look for when hiring new employees?

A “I get to” attitude vs a “I have to” attitude is crucial.  I look to surround myself and my team with individuals who naturally find a great calling to be of service to others and are happy to do so.  I ask behavioral based interview questions and really dig deep to hear actual accounts of their personalized service, attention to detail, passion for looking for the little things that might personalize a guest’s time…and leave them feeling as though they are special to us.  It’s really the attitude, desire to be of service and personality that we are after vs the technical skill which can be taught.

What is the USP of your hotel?

Our property offers authentic Ranch experiences on the East Coast and a quick flight from most Eastern Metro areas vs heading out West to the more traditional Ranch offerings in the US.  We are perched atop a mountaintop in the Smokies and adjacent (hike in and out privileges) to the Great Smoky Mountain National Park, less than a mile from the Cataloochee Ski area, and a half an hour from Asheville NC, a bustling smaller city offering exquisite culinary and arts offerings in the heart of the Appalachian Mountains.

Our membership in the collection of Relais & Chateaux properties positions us as a destination in which seasoned and savvy travelers can be confident that the offerings, service standards and culinary mastery will be felt by each guest.  Above all else, this is a special place in which special people are committed to sharing the history, local traditions, and the hospitality that is so widely celebrated in the American South.

What has been your career highlight?

I have truly loved serving the team members in my employ to excel in this career.  Mentoring, providing advice, and crafting a love for being of service to others.  Each time I hear about a team member looking for, and finding a small way to personalize an interaction because they want to ensure the guest feels special…that’s it.  That’s my career highlight!

How will travel trends change in the year 2025?

Discerning travelers are looking to learn, immerse themselves in authentic regionally significant experiences.  The “hidden gems” and location specific activities/adventures are what we see the most demand for.  Our luxury travelers are craving knowledge, stories, and a sense of giving back to the destinations that they travel.

Long gone are the days of measuring luxury through thread count…it is now measured through the memories that travelers can share with the world.  “Look at what I did.”  I think that travel will continue to evolve as will all business with the advancement of AI, and technology that supports a seamless, efficient, and personalized experience.

Was a career in hospitality something you always dreamt of?  What is your advice to aspiring hoteliers?

It is not…and is something I pursued after I was a guest at a luxury property in Washington DC and made to “feel” as though I was royalty, or a celebrity.  For me, this was something at that moment that I knew I wanted to pursue and help create moments that made others feel that special.

Which cities are your favourites for: 1) food 2) history 3) fashion?

Food – Seattle WA.  I love the fresh seafood…the Pikes Place Market, and the passion that the fishermen/women in the industry have toward sharing their love & craft with others.  Seeing the fishing boats pull into port and unload…and catching a moment to taste their bounty is magical and making my mouth water as I type this!

History – Maggie Valley NC, in my current role, I’m fascinated with the history of the Appalachian Mountains, the folklore, the local traditions and tales.  Stories of bootleggers and bandits, farmers and the regional foods they grow, the Indigenous peoples and their stories, the music and memories made in the mountains.  The Appalachian Mountains are among the oldest in the entire world…and are full of stories!

Fashion – I’d say Santa Barbara CA.  I love the relaxed, beachside vibe…and the fashion that accompanies it.  Laid back, think shorts, flip flops, and an eclectic mix of fashions from around the world all coexisting in harmony.

You have worked in several cities, which is your favourite city for work and play?

I loved the opportunity to hike, bike, and explore the great red rock landscapes of Northern Arizona and specifically Sedona.  Its natural wonders, trails, and high desert landscape was an outdoor haven and I found myself spending most of my free moments exploring, learning about the local history, and immersing myself in the local arts, cuisine and culture.

When are you happiest?

I’m happiest when I’m exploring a new trail with my wife and dogs, making music or art, spending time with my daughter or grandson or simply enjoying a good book.

At work, which is your most challenging activity and why?

Leading others in a way that balances my commitment to our business equally with my commitment to their personal and professional growth.  I believe that we are in a business of people, for people, and thus are called upon to create exceptional memories not only for those who stay at our properties, but for those who choose to spend their life in the pursuit of providing care, comfort and intentional service to others.  This is indeed challenging, but fulfilling and wotrthwhile!