Technology & Guest Entertainment Lead

The Technology & Guest Entertainment Lead is a senior-level, on-site technical role responsible for ensuring the reliable operation of both guest-facing complex entertainment systems and critical networking equipment throughout the resort. This position provides advanced hands‑on electro‑mechanical support for arcade and gaming technology, while leading critical preventative maintenance on specialized interactive entertainment equipment, such as in‑unit bowling lanes and golf simulators.

Beyond managing entertainment assets, this person plays a strategic role in maintaining seamless connectivity for resort operations, ensuring a positive guest experience and supporting team members across disciplines. The ideal candidate possesses expert‑level mechanical aptitude and is an experienced technical leader, service‑driven, and adaptable, with the ability to engineer solutions for diverse technology in a fast‑paced environment where uptime, responsiveness, and professionalism are essential.

• Provide the day‑to‑day strategic management and maintenance of all technologies and entertainment offerings throughout our communities.
• Expert‑level installation, maintenance, and repair (advanced mechanical and circuitry) for all arcade and entertainment amenities.
• Maintain vendor relationships, create and nurture new vendor relationships, request vendor updates, and hold third‑party providers accountable for high‑level technical deliverables.
• Maintain and manage accurate inventory of all entertainment equipment and IT supplies. Work alongside Villatel’s internal team to source and order new, warranty and/or replacement parts in a timely manner.
• Design and execute all preventative maintenance measures for arcade amenities and technologies, such as routine calibration, alignment, and sensor cleaning; QA’ing all offerings for safety and authoring safety SOPs.
• Manage and enforce warranty on all technology and entertainment amenities including parts, full replacement, and status of all warranty requests
• Perform advanced troubleshooting, maintenance, and repair of arcade games and specialized infrastructure (e.g., bowling pinsetters, simulator sensors, and motion‑platform systems).
• Diagnose complex power, display, controller, software, and connectivity issues on gaming equipment.
• Ensure arcade systems meet stringent operational, safety, and guest experience standards.

• Support enterprise‑level networking equipment including switches, access points, and cabling, and network devices.
• Monitor performance and report reoccurring or high‑impact issues; propose long‑term infrastructure improvements to leadership.
• Collaborate with external IT providers as the primary technical point of contact

• Respond promptly to technology issues impacting guest satisfaction or business operations
• Work with dispatch to ensure any/all outstanding items from the day prior are addressed prior to assisting with the current day’s tickets;
  Effectively schedule and manage your daily workorder schedule.
• Documents with photographs all work via our work order/ticket system to record the details of completed repairs and service orders for equipment
• Coordinate with Guest Experience and Housekeeping to perform in‑home repairs during turnover windows to minimize guest impact.
• Maintain current knowledge of available technologies, research, and consult with the management team for upgrades.

• A minimum of 5–7+ years of hands‑on electro‑mechanical or specialty technical support experience required, preferably in a high-volume resort or entertainment venue.
• Proven track record of maintaining specialized entertainment machinery (e.g., bowling, simulators, or commercial‑grade arcade equipment).
• Proven experience in a senior or lead technical role, managing complex projects and vendor accountability.
• CompTIA A+, Network+ or similar advanced technical certification required.
• Expert working knowledge of Windows operating systems, desktop hardware, and peripherals.
• Detailed understanding of enterprise networking concepts (Wi‑Fi, TCP/IP, cabling).
• Advanced familiarity with AV equipment and integrated home audio systems (e.g., SONOS, TOG, and AMB technologies)