Interactive Entertainment Team Lead

Harvest in the Gardens (HITG) — Nassau, Bahamas

Lead the Experience. Develop the Team. Create Something Guests Remember.

Harvest in the Gardens (HITG) is a multi-concept hospitality destination where exceptional dining, entertainment, retail, community, and memorable guest experiences come together.

Some of the best experiences are the ones guests don't expect.

We're seeking an energetic, technically confident, highly organized, and guest-focused Interactive Entertainment Team Lead to lead one of HITG's distinctive entertainment experiences.

This is a hands-on leadership opportunity for someone who enjoys entertainment, technology, guest engagement, problem-solving, and developing people.

You'll lead a frontline team responsible for welcoming guests, preparing them for their experience, guiding participation, maintaining operational and equipment readiness, resolving routine technical issues, and ensuring every guest receives a safe, engaging, and memorable experience.

About the Role

Reporting directly to the Operations Director, the Interactive Entertainment Team Lead is responsible for the overall day-to-day operation of the assigned interactive entertainment experience.

You'll lead Interactive Entertainment Shift Leads and Partners, coordinate daily operations, oversee guest flow and capacity, maintain experience and equipment readiness, support troubleshooting, reinforce safety and operating standards, and ensure the team consistently delivers the experience as designed.

This is not a desk-based leadership position.

You'll be expected to understand how the experience and its equipment operate, maintain a visible leadership presence, coach the team during live operations, assist guests when needed, solve operational problems, and coordinate appropriate support when technical issues require escalation.

What You'll Lead

Daily Operations & Experience Readiness

• Lead the day-to-day operation of the assigned interactive entertainment experience.

• Ensure the experience is fully prepared before opening to guests.

• Establish and reinforce opening, operating, shift-change, reset, and closing procedures.

• Coordinate daily staffing, assignments, coverage, and operational priorities.

• Monitor guest volume, wait times, reservations, participation levels, capacity, and operational flow.

• Adjust team deployment based on guest demand and business needs.

• Ensure the environment remains organized, professional, safe, and guest-ready.

• Monitor operational performance and identify opportunities for improvement.

• Communicate significant concerns and operational updates to the Operations Director.

Team Leadership & Development

• Lead, coach, and develop Interactive Entertainment Shift Leads and Partners.

• Conduct or oversee pre-shift briefings and operational updates.

• Establish clear expectations for attendance, appearance, professionalism, guest interaction, safety, equipment handling, and performance.

• Provide real-time coaching and ongoing performance feedback.

• Ensure Shift Leads understand their responsibility for executing standards during assigned shifts.

• Support onboarding and training in partnership with People & Talent.

• Address performance and conduct concerns appropriately.

• Recognize strong performance and reinforce accountability.

• Identify high-potential Partners and support their development for increased responsibility.

Guest Experience

• Ensure guests receive a warm, confident, and engaging welcome.

• Establish consistent standards for explaining and introducing the experience.

• Ensure guests receive appropriate instructions before participating.

• Support the team with complex guest questions or concerns.

• Ensure communication can be adapted for children, adults, families, groups, and first-time participants.

• Monitor guest comfort, engagement, and overall experience quality.

• Support appropriate service recovery when expectations are not met.

• Protect the balance between operational efficiency and genuine hospitality.

Technology & Equipment Readiness

• Develop a strong working understanding of assigned guest-facing systems and specialized equipment.

• Ensure equipment-readiness checks are completed before and throughout operating periods.

• Establish consistent setup, reset, cleaning, charging, storage, and shutdown procedures.

• Ensure Shift Leads and Partners are properly trained in equipment handling.

• Support approved first-level troubleshooting.

• Ensure malfunctioning equipment is removed from guest use when necessary.

• Determine when concerns require escalation to IT & Systems, Maintenance, management, or approved technical support.

• Track recurring equipment concerns and operational downtime.

• Help identify opportunities to improve equipment reliability and operating procedures.

• Protect company equipment through proper handling, accountability, and care.

Guest Flow, Reservations & Capacity

• Oversee guest entry, participation, transitions, and completion.

• Monitor capacity, reservations, walk-ins, group experiences, and wait times.

• Establish efficient guest-flow procedures.

• Identify and address operational bottlenecks.

• Ensure delays and interruptions are communicated professionally.

• Balance throughput with safety and experience quality.

• Coordinate operating adjustments during peak periods, events, or unexpected interruptions.

Safety & Operational Standards

• Ensure participation and safety procedures are consistently followed.

• Reinforce required guest instructions and operating guidelines.

• Ensure team members understand appropriate escalation procedures.

• Monitor the environment for hazards and unsafe conditions.

• Ensure incidents are handled and documented appropriately.

• Escalate serious medical, security, safety, technical, or guest concerns.

• Partner with Security and other operational teams when required.

• Maintain appropriate confidentiality regarding guests, operations, systems, and company information.

Events & Group Experiences

• Coordinate the experience for private groups, celebrations, special events, and programmed activities.

• Partner with Events & Experiences regarding timing, guest counts, and operational requirements.

• Ensure appropriate staffing and equipment readiness.

• Coordinate pre-event briefings and post-event recovery.

• Maintain operating and guest-experience standards during high-volume activity.

Reporting & Continuous Improvement

• Monitor guest feedback, operational concerns, equipment issues, wait times, and recurring questions.

• Review shift reports and outstanding concerns.

• Identify opportunities to improve procedures, training, guest communication, and operational efficiency.

• Maintain appropriate operational documentation.

• Share relevant trends and recommendations with the Operations Director.

• Help establish the standards and operating practices that will support the experience as HITG grows.

Reporting Structure

Reports To

Operations Director

Leads

• Interactive Entertainment Shift Leads

• Interactive Entertainment Partners

• Seasonal or Event Team Members assigned to the experience

Works Alongside

• Events & Experiences

• Guest Experience

• IT & Systems

• Security

• Maintenance

• Environmental Services

• Marketing

• People & Talent

• Finance

• Other operational teams as required

What We're Looking For

We're looking for someone who is:

• An energetic and confident frontline leader.

• Comfortable working with technology and specialized equipment.

• Curious about how systems and equipment work.

• Comfortable troubleshooting routine problems.

• Skilled at coaching and developing frontline team members.

• Highly organized and able to coordinate a fast-moving operation.

• Confident communicating with children, adults, families, and groups.

• Calm when technology or operations don't go according to plan.

• Safety-conscious and attentive to operating procedures.

• Guest-focused, solution-oriented, and adaptable.

• Comfortable leading from the floor rather than from behind a desk.

Required Qualifications

• High school diploma or equivalent required.

• Diploma or degree in Hospitality, Tourism, Entertainment, Information Technology, Events, Guest Experience, Communications, or a related discipline is an asset.

• Minimum three (3) years of relevant experience in hospitality, entertainment, attractions, recreation, events, guest experience, technology-supported customer service, or a similar environment.

• Previous team-lead or supervisory experience required.

• Demonstrated experience coaching and developing frontline teams.

• Strong guest-service, communication, organizational, and interpersonal skills.

• Strong practical problem-solving and troubleshooting ability.

• Ability and willingness to learn specialized systems, equipment, and operating procedures.

• Comfortable working with guest-facing technology.

• Ability to manage changing operational priorities in a fast-paced environment.

• Ability to remain calm and professional during technical interruptions, guest concerns, or high-volume periods.

• Flexibility to work mornings, evenings, weekends, holidays, and special events.

Preferred Qualifications

• Experience in interactive entertainment, attractions, recreation, gaming, experiential hospitality, or technology-enabled guest experiences.

• Experience operating or supporting specialized guest-facing equipment.

• Experience troubleshooting basic hardware, software, connectivity, or equipment issues.

• Experience managing timed experiences, reservations, guest queues, or capacity-based attractions.

• Experience launching a new entertainment or guest-experience operation.

• Experience working with children, families, groups, or special events.

• First Aid, CPR, or workplace safety training is an asset.

What Success Looks Like

• The experience opens on time and remains operationally ready.

• Shift Leads and Partners understand their roles and expectations.

• Guests feel confident, engaged, and well supported.

• Equipment is handled, cleaned, reset, and maintained appropriately.

• Routine technical issues are addressed promptly.

• Significant concerns are escalated appropriately.

• Guest flow, capacity, and wait times are effectively managed.

• Safety and operating procedures are consistently followed.

• Team members demonstrate professionalism, energy, knowledge, and accountability.

• Operational downtime is minimized.

• Guests leave feeling they experienced something distinctive and memorable.

Join the Team

If you're an energetic leader who enjoys entertainment, technology, problem-solving, developing people, and creating memorable guest experiences, we'd love to hear from you.

Join Harvest in the Gardens as our Interactive Entertainment Team Lead and help build an experience guests will want to enjoy again and again.

Harvest in the Gardens is an Equal Opportunity Employer. We value diversity and are committed to creating a respectful workplace where every Partner has the opportunity to contribute, grow, and thrive.