Head of Guest Experience Systems
Bolt Farm · Bolt Farm - Whitwell, TN
About this role
## Head of Guest Experience Systems **BOLT FARM** is building America’s most iconic romantic luxury retreat brand—nature-immersed, high-experience, and emotionally transformative. With **3,300+ five-star reviews**, **1M+ followers**, and features across **Forbes, Travel + Leisure, and Netflix**, we’re scaling from a high-performing flagship into a national portfolio. If you want to operate at the ground floor of a brand with real momentum, high standards, and a team obsessed with doing it right—this is your seat. 🚀 --- ## The Mandate We’re looking for **one person** to build the **operating system** for how couples experience Bolt Farm—and then **run it**. This is **not** a documentation project. You’ll inherit a live operation with **strong output** and **weak infrastructure**, and you’ll build the infrastructure underneath it while it runs. --- ## The Archetype: The Machinist We call this seat the **Machinist** because the deliverable is a **machine**, not a memo. You: - Ship a working system first, then document (if at all) - Delete before you add - Remove the step that causes recurring problems - Build with **AI as a default** - Can **demo** a real piece of automation that runs --- ## The Only Three Things That Matter 1. **Show us the machine** - Something you built that does real work without you touching it (workflow, automation, agent, dashboard, messaging sequence) - It must still be running, or have run long enough to produce results you can name 2. **Show us the humans using it** - A specific system other people run daily that they didn’t build 3. **Show us the subtraction** - Tell us what you killed, why, and what improved because it was gone --- ## What You Own - The **guest experience operating system** end-to-end, from **AI intake** through the **T+180d relationship check-in** - The **Dreamweaver, Host, and Guest Communications** teams and their cadences - Every **automated and human guest touchpoint**, and deciding which should be which - The **wow delivery engine**: four standardized wows + one creative wow per stay, at full occupancy, without heroics - The **feedback loop**: review review trends, survey data, and service failures → ship a change **every week** - **Service recovery as a system** (not a series of rescues) - **Guest data integrity** inside **BoltOS** as the single source of truth - **Scheduling, coverage, and staffing models** for all guest-facing operations --- ## Why This Is the Best Seat on Earth Most operators inherit a system and maintain it. You’ll inherit **demand** and build the system. The product already works (**3,300+ five-star reviews**). What’s missing is the layer that makes it survive scale as we grow from a **$32M flagship** toward a **$200M+ portfolio**. Whatever you build here ships to every property after this one. You’ll have **BoltOS**, live **AI agents** handling guest operations, and a founder who moves in days—not quarters. --- ## No Gates. Only Signal. - **No degree required** - **No hospitality background required** - **No minimum years required** - Never waived: **a resume** and a **written application** Examples of who should apply: - If you built the guest-messaging system for a **30-unit short-term rental portfolio**, apply—even if you’ve never worked in a hotel. - If you ran guest services at a luxury resort for 15 years but **never built a tool**, this will be a hard interview. --- ## Equal Opportunity Employer BOLT FARM is an equal oppo
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