Head of Guest Experience Systems

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. 🚀 **From Seth, our CEO:** We have the platform, the AI layer, the audience, and the demand. What we don't have is the person who turns all of it into a repeatable machine. ## The Mandate We're looking for **ONE person** to build the operating system for how couples experience Bolt Farm, and then run it. This is **not** a documentation project. It is **not** a role where you produce an SOP binder nobody opens. It is **not** a seat for someone who needs the system to already exist. You will inherit a live operation with strong output and weak infrastructure, and you will build the infrastructure underneath it while it runs. ## The Archetype: The Machinist We call this seat the Machinist, because the deliverable is a machine, not a memo. **They ship, then document.** They have built a working system first and written it up second, and can name a time the doc came after the thing already worked. **They delete before they add.** Given a recurring problem, their first instinct is to remove the step that causes it, not to add a policy on top of it. **They build with AI as a default, not a project.** They have automated a real piece of their own job and can demo it running. ## The Only Three Things That Matter 1. **Show us the machine.** Something you built that does real work without you touching it. A workflow, an automation, an agent, a dashboard, a messaging sequence. It has to still be running, or have run long enough to produce a result you can name. 2. **Show us the humans using it.** Building it is half. Getting a team to actually adopt it is the half most people fail. Passing looks like: a specific system other people run daily that they did not build. 3. **Show us the subtraction.** Tell us about something you killed. What you removed, why, and what got better because it was gone. ## What You Own - The guest experience operating system end-to-end, from AI intake through the T+180d relationship check-in - The Dreamweaver, Host, and Guest Communications teams, and the cadences they run on - Every automated and human guest touchpoint, and the decision of which should be which - The wow delivery engine: four standardized wows plus one creative wow per stay, at full occupancy, without heroics - The feedback loop: review trends, survey data, and service failures converted into a shipped change every week - Service recovery as a system, not a series of rescues - Guest data integrity inside BoltOS as the single source of truth - Scheduling, coverage, and staffing models for all guest-facing operations ## Why This Is the Best Seat on Earth Most operators inherit a system and maintain it. You will inherit demand and build the system. The product already works: 3,300+ five-star reviews prove it. What's missing is the layer that makes it survive scale, and we are scaling from a $32M flagship toward a $200M+ portfolio. Whatever you build here ships to every property after this one. You will have BoltOS, live AI agents already handling guest operations, and a founder who moves in days, not quarters. ## No Gates. Only Signal. No degree required. No hospitality background required. No minimum years required. Never waived: a resume and a written application. If you have never worked in a hotel but you built the guest-messaging system for a 30-unit short-term rental portfolio, apply. If you ran guest services at a luxury resort for fifteen years and never built a tool, this will be a hard interview. ## ## 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. *If you need the system to exist before you can lead it, this isn't your seat.*