Head of Guest Experience Systems

Bolt Farm Treehouse • Whitwell, TN

6d • $135,000 - $170,000

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 creating a repeatable machine for guest experiences, scaling from a high-performing flagship to a national portfolio. The position requires building infrastructure for a live operation, focusing on shipping and documenting systems, removing inefficiencies, and integrating AI by default. The core deliverable is a functional machine that automates guest interactions and improves service delivery.

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 inefficient steps in a process.
• Proficiency in building with AI as a default, having automated a real piece of one's own job.
• Ability to demonstrate a working automation or system.
• Ability to provide examples of systems adopted by others.
• Ability to provide examples of processes or features that were removed and the positive impact.
• Resume and written application.

Nice To Haves

• Hospitality background.
• Experience building the guest-messaging system for a short-term rental portfolio.
• Experience running guest services at a luxury resort.

Responsibilities

• Build the guest experience operating system 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, determining the optimal mix.
• Develop and manage the 'wow delivery engine': four standardized wows plus one creative wow per stay, at full occupancy, without requiring heroics.
• Manage the feedback loop, converting review trends, survey data, and service failures into shipped changes weekly.
• Systematize service recovery, moving from a series of individual rescues to a structured approach.
• 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 momentum.
• Scaling from a $32M flagship toward a $200M+ portfolio.
• Systems built will ship to every property.
• Access to BoltOS and live AI agents.
• Founder who moves in days, not quarters.
• No degree required.
• No hospitality background required.
• No minimum years required.

What This Job Offers

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