Director of Guest Experience

Bolt Farm Treehouse • Whitwell, TN

4d

About The Position

BOLT FARM is building America's most iconic romantic luxury retreat brand: nature-immersed, high-experience, and emotionally transformative. Backed by 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. This role owns the entire emotional arc of a Bolt Farm stay, from the moment a couple books to the check-in message ninety days after they leave. This is not a department to caretake, nor a role where you write briefs and hand them to someone else. You own the outcome across Dreamweavers, Hosts, Guest Communications, Spa, Housekeeping, and Maintenance, and none of them report up through a buffer. The role is referred to as the 'Composer' because a stay is a score, not a checklist. The Composer hears the whole piece, not the notes, and can take a guest's intake answers and name the three moments in a 48-hour stay that will actually be remembered, then cut the other nine. They write parts other people can play, and something they designed is still running today, executed correctly by people they no longer supervise. They rehearse in public and have shipped a v1 that was visibly imperfect, watched real guests use it, and rewritten it inside two weeks.

Requirements

• Ability to build a service system, not just run one. Must be able to walk through a workflow, SOP set, or communication sequence built from scratch, show what it replaced, and tell us what got measurably better.
• Ability to make people run the system without you. Must have held a standard across a team not personally supervised every shift. Provide a specific example where quality held while you were off property.
• Daily, unprompted use of AI, and the ability to show something real it helped you build. Name the thing, the tool, and the result. Buzzwords score zero.

Responsibilities

• Own the full guest journey: pre-arrival intake, arrival, in-stay, departure, and the T+24h / T+7d / T+90d follow-up cadence
• Manage the Dreamweaver, Host, and Guest Communications teams, and the standard all three hold
• Implement the wow framework in practice: four standardized wows plus one creative wow per stay, delivered at full occupancy
• Oversee every guest communication that goes out, and the system that sends it
• Manage service recovery: the call, the fix, and the upstream change that stops the repeat
• Utilize guest feedback as an operating input, not a report: reviews, surveys, and service data turned into a weekly change
• Manage the guest data layer inside BoltOS, and the rule that if it isn't in BoltOS, it doesn't exist
• Drive rebooking, loyalty, and enhancement revenue as a function of experience design

Benefits

• Scaling from a $32M flagship toward a $200M+ portfolio, meaning the system you build here becomes the operating standard at every property that follows.
• Access to BoltOS, an AI layer already running live guest operations.
• Founder who will fund the build rather than ask you to justify it.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed