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).