Guest Experience Host- Front Desk

Bolt Farm Treehouse•Whitwell, TN

2d•Onsite

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. 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. 🚀 What You’ll Love About Working at BOLT FARM Escape the corporate grind. No stale office politics, no fake hospitality scripts, no “just get through the shift” energy. Make real moments matter. Guests come here to slow down, reconnect, celebrate, and feel something meaningful. You help set that tone. Turn service into impact. The right recommendation can turn a good stay into an unforgettable one — a spa ritual, a private dinner, a meaningful add-on, or a return visit already on the calendar. Be part of a high-standard team. We care deeply about details, polish, follow-through, guest trust, and calm execution. Help build something iconic. This is not generic hospitality. We’re creating a category-defining luxury retreat brand from the ground up. Your work is visible. The way you welcome, guide, solve, recommend, and rebook directly shapes how guests remember BOLT FARM. You Know You’re a Great Fit for This Role If… You love making people feel genuinely welcomed, cared for, and at ease. You are warm without being fake, polished without being stiff, and calm when things get busy. You notice details before guests have to ask. You can handle an arrival, a guest question, a last-minute request, a rebooking conversation, and a small issue without losing your composure. You do not see sales as pressure. You see it as helping guests choose the experience they already came here hoping to have. The Core Mission Create a warm, polished, revenue-aware guest experience from arrival through departure — helping every couple feel cared for, informed, and personally guided while creating natural opportunities to enhance their stay or return again. Why This Role Matters The Guest Experience Host — Front Desk helps create the first impression, final impression, and many of the most important touchpoints in between. Guests arrive with high expectations. Your role is to turn those expectations into trust, ease, delight, and future loyalty. You are not just answering questions or processing check-ins. You are helping protect the emotional tone of the stay. You are listening for what guests value, recommending the right experiences at the right time, and making revenue feel like care — never pressure.

Requirements

1+ year of experience in front desk, guest services, concierge, hospitality, retail, sales, or another customer-facing service role.
Experience working in an on-site, service-based environment with real-time guest or customer support.
Comfort having warm, natural sales or recommendation-based conversations.
Experience supporting check-in/check-out, guest requests, reservations, scheduling, retail, or similar front-of-house workflows.
Comfortable using Google Workspace and cloud-based systems for communication, coordination, and daily tasks.
Comfortable using AI-enabled tools or willing to ramp quickly during training.
Strong written and verbal communication.
Ability to stay calm, polished, and solution-oriented under pressure.
Ability to work onsite at BOLT FARM in Whitwell, Tennessee.

Nice To Haves

Experience in boutique, luxury, wellness, resort, or other high-touch hospitality environments.
Experience with upselling, rebooking, memberships, retail, concierge recommendations, or premium guest experiences.
Experience giving property tours or delivering scripted-but-natural brand storytelling.
Experience supporting on-site events, dining experiences, happy hour, or special guest moments.
Food and beverage experience.
Comfort tracking sales activity, guest preferences, and conversion notes in a system.

Responsibilities

Welcome guests on arrival and deliver smooth, polished check-in and check-out experiences.
Answer guest questions, provide property guidance, and coordinate stay-related requests.
Create thoughtful guest interactions that make each stay feel personal, warm, and memorable.
Introduce relevant spa offerings, food and beverage options, add-ons, merch, upgrades, and future-stay opportunities when appropriate.
Support rebooking conversations in a natural, guest-first way, especially during high-trust moments like happy hour, check-out, or strong guest feedback.
Help track and document rebooking interest, upsell conversations, guest preferences, and notable stay details.
Resolve guest issues quickly and professionally, escalating when needed to protect guest trust.
Coordinate with housekeeping, maintenance, spa, inventory, Dreamweavers, and other on-site teammates to keep stays seamless.
Support on-site events, dining experiences, happy hour, and special guest moments through setup, breakdown, and real-time guest assistance.
Maintain a clean, organized, guest-ready front desk and surrounding guest-facing areas.
Help manage merch and front-desk inventory with strong attention to presentation and accuracy.
Use guest notes, profiles, and internal systems to personalize service and avoid asking guests for information we should already know.