Director of Guest Experience
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, nor a seat with a middle-management layer beneath you to absorb the work. 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, having shipped a v1 that was visibly imperfect, watched real guests use it, and rewritten it inside two weeks.
Requirements
- Can build the machine: designed a service system, not just run one. Can walk us through a workflow, SOP set, or communication sequence built from scratch, show what it replaced, and tell us what got measurably better.
- Can make people run it without you: held a standard across a team not personally supervised every shift. Provide a specific example where quality held while off property.
- Already work with AI: use AI daily, unprompted, and can show something real it helped 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
- Own the Dreamweaver, Host, and Guest Communications teams, and the standard all three hold
- Own the wow framework in practice: four standardized wows plus one creative wow per stay, delivered at full occupancy
- Own every guest communication that goes out, and the system that sends it
- Own service recovery: the call, the fix, and the upstream change that stops the repeat
- Own guest feedback as an operating input, not a report: reviews, surveys, and service data turned into a weekly change
- Own the guest data layer inside BoltOS, and the rule that if it isn't in BoltOS, it doesn't exist
- Own rebooking, loyalty, and enhancement revenue as a function of experience design
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
