Guest Experience Manager

Job description

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 - Own the full guest journey. From pre-arrival to post-stay follow-up, you’ll shape how couples feel before, during, and after their visit. - Lead a high-impact team. Dreamweavers, Hosts, and Guest Communications all sit inside your lane. - Build systems that make hospitality feel effortless. SOPs, schedules, communication flows, service recovery, and guest feedback loops all matter here. - Create moments with meaning. This is not generic guest service. We’re helping couples reconnect, celebrate, reset, and remember why they chose each other. - Step into real momentum. Guest demand is strong, the mission is clear, and the opportunity is to bring more structure, consistency, and intentionality to the experience. YOU KNOW YOU’RE A GREAT FIT FOR THIS ROLE IF… You are a hospitality leader who can hold high standards without creating chaos. You know how to lead guest-facing teams, improve service systems, and turn guest feedback into better execution. You can think strategically about the guest journey while staying close enough to the floor to know what is actually happening. THE CORE MISSION Lead the full BOLT FARM guest journey and build the systems, team rhythms, and service standards that make every stay feel elevated, personal, and deeply cared for. WHY THIS ROLE MATTERS The Guest Experience team sits at the center of how couples experience BOLT FARM. This team shapes the emotional tone of the visit across guest services, front desk hospitality, guest communications, personalization, and service recovery. There is already strong mission alignment and real guest demand. The opportunity now is to bring more structure, consistency, and intentionality to every major guest touchpoint. KEY RESPONSIBILITIES - Own the guest experience end-to-end across pre-arrival, arrival, stay, departure, and post-stay follow-up - Lead the Dreamweaver, Host, and Guest Communications teams and raise consistency across guest-facing interactions - Oversee the full guest communication lifecycle, including confirmations, pre-arrival messaging, on-property communication, departure follow-up, and re-engagement - Build and improve SOPs, schedules, workflows, and coverage plans for guest-facing operations - Lead service recovery in a way that protects trust, reinforces the brand, and strengthens guest loyalty - Use guest feedback, survey results, review trends, and service data to identify root causes and drive weekly improvements - Partner with Marketing, Wellness, and Programming to create relationship-centered moments, milestone experiences, and other high-impact guest touchpoints - Help improve repeat stays, guest loyalty, thoughtful upsells, and enhancement opportunities through stronger experience design and team execution WHAT SUCCESS LOOKS LIKE Guests feel cared for before they arrive, fully supported during their stay, and meaningfully connected after they leave. The Dreamweaver, Host, and Guest Communications teams operate with clearer standards, stronger rhythms, and better consistency. Service recovery becomes faster, calmer, and more trust-building. Guest feedback turns into real operational improvement, not just information. MINIMUM REQUIREMENTS - 5+ years of experience in short-term rental, boutique hotel, luxury resort, premium wellness, fine dining, luxury travel, or another high-touch, experience-driven service environment - 3+ years of experience leading guest-facing teams in an on-site operating environment - Experience overseeing multiple guest journey touchpoints such as front desk, concierge-style support, guest services, reservations, or guest communications - Experience building or improving SOPs, staffing schedules, workflows, and service processes in a hospitality or service-based business - Experience using CRM, guest messaging, and guest feedback tools to improve service delivery, guest satisfaction, and repeat business NICE TO HAVE - Experience with highly personalized service expectations - Experience designing or executing anniversary, honeymoon, proposal, or other milestone guest experiences - Experience serving high-expectation or high-net-worth guests - Experience in a scaling hospitality brand or other fast-growing experience-driven business - Experience improving guest loyalty, rebookings, ancillary revenue, or upsell performance through service and communication - Experience implementing automation or AI-assisted tools in hospitality operations without losing warmth or personalization WHO THRIVES HERE People who thrive here are warm, structured, high-standard, and deeply guest-aware. They can lead through people, build clean systems, and still care about the small emotional details that make a stay memorable. If you can blend premium hospitality, operational discipline, and relationship-centered experience design, this is your seat. 🚀 EQUAL OPPORTUNITY EMPLOYER BOLT FARM is an equal opportunity employer. We hire and promote based on merit, qualifications, performance, and business needs, and do not discriminate based on any characteristic protected by law.