Head of Guest Experience Systems

Bolt Farm Treehouse • Whitwell, TN

5d

About The Position

BOLT FARM is seeking a Head of Guest Experience Systems to build and manage the operating system for how couples experience Bolt Farm. This role involves inheriting a live operation with strong output but weak infrastructure, and building the necessary systems while the operation continues. The ideal candidate, referred to as 'The Machinist', is someone who prioritizes shipping a working system first, then documenting it, and is adept at removing inefficiencies and leveraging AI by default. The role is crucial for scaling the brand from a flagship property to a national portfolio.

This is not a documentation-heavy role; it requires hands-on system building and implementation. The focus is on creating a repeatable machine that ensures a high-quality guest experience as the company grows. The company has a strong product with proven demand, and this role is key to building the infrastructure to support that demand at scale.

Requirements

• Demonstrated ability to build a working system (workflow, automation, agent, dashboard, messaging sequence) that performs real work without constant intervention.
• Proven experience in getting a team to adopt systems they did not build.
• Experience in identifying and removing inefficiencies ('subtraction') from existing processes.
• Proficiency in using AI as a default tool for automation.
• Ability to demonstrate a piece of job automation that is currently running or has run successfully.
• A resume and a written application are required.
• Must be able to lead a system that does not yet exist.

Nice To Haves

• Hospitality background (though not required).

Responsibilities

• Build the operating system for guest experience end-to-end, from AI intake through the T+180d relationship check-in.
• Manage the Dreamweaver, Host, and Guest Communications teams, and their operational cadences.
• Oversee every automated and human guest touchpoint, and determine the optimal mix of each.
• Manage the 'wow' delivery engine, ensuring four standardized 'wows' plus one creative 'wow' per stay at full occupancy without requiring heroic efforts.
• Implement and manage the feedback loop, converting review trends, survey data, and service failures into shipped changes weekly.
• Systematize service recovery, moving away from a series of individual rescues.
• Ensure guest data integrity within BoltOS, establishing it as the single source of truth.
• Develop and manage scheduling, coverage, and staffing models for all guest-facing operations.

Benefits

• Opportunity to operate at the ground floor of a brand with significant momentum.
• Chance to build systems that will scale across a national portfolio.
• Access to BoltOS and live AI agents already handling guest operations.
• A founder who moves quickly.
• No degree required.
• No hospitality background required.
• No minimum years of experience required.

What This Job Offers

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