Guest Experience Manager

The Company

Bolt Farm Treehouse exists to help couples slow down, reconnect, and strengthen their relationship through intentional, deeply restorative experiences. We are building a distinct brand centered on renewal, reconnection, and emotional transformation: beautiful, private environments that help people step out of the noise of everyday life and return to what matters most. More than a place to visit, Bolt Farm is designed to create meaningful change in the lives and relationships of the people we serve.

Backed by 3,300+ five-star reviews, 1M+ followers, and features in Forbes, Travel + Leisure, and Netflix, we are scaling from a high-performing flagship into a national portfolio. This is an exciting time to join. For the right person, this is a chance to help build something special at the ground floor of a brand with real momentum, high standards, and a team obsessed with doing it right.

Your Team

The Guest Experience team sits at the center of how couples experience Bolt Farm. Dreamweavers, Hosts, and Guest Communications all sit inside this lane, and together they shape the emotional tone of every stay: arrival, in-stay personalization, guest communication, and service recovery.

Demand is strong and mission alignment is already there. What the team does not have yet is the operating system underneath it. The systems, cadences, and feedback loops that make a personal, high-touch stay repeatable at full occupancy, and portable to the next property. That is the work, and it is wide open.

Your Role

As Guest Experience Manager, you own the full guest journey and you build the system that runs it. Pre-arrival through post-stay follow-up, you decide how couples feel before, during, and after their visit, and you design the workflows, standards, and tooling that make that feeling consistent instead of heroic.

This is a build seat, not a caretaker seat. We run on AI-assisted operations and a single source of truth, and we expect this role to design guest communication flows, personalization systems, and feedback loops rather than manage around their absence. You will lead three guest-facing sub-teams while shipping the systems they run on. If you are the kind of operator who sees a broken handoff and builds the fix that week, this is your seat.

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 every guest-facing interaction

• Build and iterate the guest communication system: confirmations, pre-arrival messaging, on-property communication, departure follow-up, and re-engagement

• Design and ship the SOPs, workflows, schedules, and coverage plans that guest-facing operations run on

• Build feedback loops and simple dashboards that turn survey results, review trends, and service data into weekly operational change

• Lead service recovery in a way that protects trust, reinforces the brand, and strengthens guest loyalty

• Implement AI-assisted and automation tooling that scales personalization without stripping out the warmth

• Partner with Marketing, Wellness, and Programming to design milestone moments and high-impact guest touchpoints

• Drive repeat stays, guest loyalty, and thoughtful enhancement revenue through better experience design and team execution

Minimum Requirements

• 3+ years leading service-facing or guest-facing teams with accountability for experience quality and team performance

• Demonstrated experience building operational systems: SOPs, workflows, staffing schedules, or service processes that measurably improved delivery

• Hands-on experience with CRM, messaging, or customer feedback tools, including using that data to change how the team operates

• Experience owning multiple touchpoints of a customer or guest journey end-to-end

• Experience operating in a high-expectation, high-standard service environment

Nice to Have

• You have built something with AI or automation and can name the thing, the tool, and the result (a bot, a workflow, a custom GPT, a Zapier or Make build, a dashboard, a side project)

• Luxury resort, boutique hotel, or short-term rental experience

• Experience designing anniversary, honeymoon, proposal, or other milestone experiences

• Experience serving high-net-worth or high-expectation guests

• Experience in a scaling, multi-location, or experience-driven brand

• Track record improving loyalty, rebookings, or ancillary revenue through service and communication

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.