Guest Experience Architect

Bolt Farm Treehouse • Whitwell, TN

4d • Onsite

About The Position

BOLT FARM is seeking a Guest Experience Architect to design, build, and manage the entire guest journey for their luxury retreat brand. This role is hands-on and iterative, focusing on creating emotionally transformative experiences for guests. The ideal candidate is a 'Prototyper' who can quickly build and test solutions, prioritizing human experience over process. You will be responsible for designing the guest journey from pre-arrival to post-stay, overseeing communication teams, developing 'wow' moments, implementing personalization at scale, building an AI layer for operations, designing service recovery protocols, and driving weekly iterations based on data and on-property observations. This is a unique opportunity to shape the guest experience for a rapidly scaling brand in the luxury hospitality sector.

Requirements

• Proven ability to build real things, not just propose or scope.
• Experience with side projects and personal builds that demonstrate practical application.
• Demonstrated speed in building: ability to take an idea to a working version quickly.
• Experience with shipping a product/feature, analyzing data, and iterating or replacing it.
• Ability to design for feeling, not just function.
• Ability to describe a specific moment of designed experience that evoked a specific feeling in a person and how its success was measured.

Nice To Haves

• Nonlinear and self-taught backgrounds are a positive signal.

Responsibilities

• Design the entire guest journey from pre-arrival intake through the T+180d check-in.
• Oversee the Dreamweaver, Host, and Guest Communications teams to execute the guest experience design.
• Develop and implement 'wow' architecture, including standardized and creative wow moments per stay, with a system to guarantee delivery.
• Implement personalization at scale, transforming intake data into a bespoke guest experience.
• Build and manage the AI layer for guest operations, determining where human warmth is essential.
• Design service recovery protocols and implement upstream changes based on failure analysis.
• Drive weekly iteration of the guest experience based on review trends, survey data, and on-property observations.
• Focus on rebooking, loyalty, and enhancement revenue as outputs of superior guest design.

What This Job Offers

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