About this role
# We’re looking for enthusiastic, fun, and energetic people who take the work seriously, but not themselves. Let’s see if we’re a fit. We hope so.
The Director of Hospitality is the senior onsite leader responsible for delivering a consistent, efficient and hospitality-driven residential experience at the Atlas Air residential facility in Dania Beach, Florida.
The facility consists of 200 two-bedroom apartment units supporting Atlas Air pilots, trainees and other company residents. It operates as a dedicated corporate residential and training facility rather than a traditional transient hotel.
The Director leads all services within Mainsail's scope, principally Front Desk & Resident Services and oversight of the third-party housekeeping operation, while serving as Mainsail's primary onsite liaison with Atlas Air and Cushman & Wakefield.
Cushman & Wakefield manages the physical plant and facility services, including building systems, engineering, preventive maintenance and facility-related service contracts. The Director therefore does not function as a traditional hotel GM responsible for engineering, maintenance and every operating department. Instead, this role is the leader of the hospitality experience and ensures seamless coordination between resident-facing services and facility operations.
The position requires a hands-on hospitality leader who is comfortable working in a nontraditional lodging environment and can operate effectively across multiple organizations while maintaining clear responsibility and accountability.
Essential Responsibilities
Hospitality Leadership & Resident Experience
- Serve as the senior onsite representative of Mainsail.
- Establish and maintain a welcoming, professional and hospitality-focused residential environment.
- Build a service culture centered on responsiveness, consistency, cleanliness and genuine hospitality.
- Maintain visibility with residents and Atlas Air leadership.
- Monitor resident feedback and identify opportunities to improve the overall experience.
- Take ownership of escalated resident concerns and service recovery.
- Recognize that residents may stay for extended periods and ensure the operation balances the efficiency of corporate housing with the service mentality of a well-operated hotel.
Front Desk & Resident Services
- Provide leadership and direction for the front desk/resident services operation.
- Ensure appropriate front desk coverage based on occupancy and Atlas training schedules.
- Oversee: Resident arrivals and departures
- Unit assignments and occupancy administration
- Key and credential administration
- Resident requests
- Packages and deliveries
- Resident communication
- Service recovery
- Develop and maintain operating procedures and service standards.
- Ensure accurate communication with Atlas regarding incoming trainees, occupancy, arrivals, departures and special needs.
- Monitor staffing and scheduling to deliver required coverage efficiently.
Housekeeping Management
- Serve as Mainsail's primary operational liaison with the contracted third-party housekeeping provider.
- Hold the housekeeping contractor accountable for agreed staffing, productivity and service levels.
- Monitor: Apartment cleanliness
- Stayover service
- Turnover cleaning
- Public-area cleanliness within Mainsail's scope
- Linen and supply availability
- Inspection standards
- Conduct or oversee regular room and public-area inspections.
- Coordinate housekeeping schedules with occupancy and Atlas training schedules.
- Review contractor performance and invoices for accuracy against contracted services.
- Identify deficiencies and ensure corrective action occurs promptly.
- Assist Mainsail leadership with periodic review and negotiation of the housekeeping agreement.
Cushman & Wakefield / Facilities Coordination
Maintain a strong working relationship with Cushman & Wakefield as campus property manager.
Act as the operational bridge between residents and facility management for matters involving:
- HVAC
- Electrical
- Plumbing
- Elevators
- Pool
- Pest control
- Life-safety systems
- Building repairs
- Preventive maintenance
- Grounds and exterior conditions
- Other building-related services
The Director is responsible for identifying, communicating, escalating and following through on facility issues affecting residents, but not for directly managing Cushman & Wakefield's engineering staff or facility contracts.
Atlas Air Relationship
- Serve as a primary day-to-day onsite contact for Atlas Air.
- Develop a strong working relationship with Atlas training, facilities and corporate representatives.
- Participate in operating and resident-experience meetings.
- Provide regular operational reporting.
- Coordinate anticipated occupancy, training schedules and resident movements.
- Respond promptly to Atlas concerns and requests.
- Identify operational risks before they become service issues.
- Support the delivery of the hospitality experience Atlas expects for its pilots and trainees.
Financial & Administrative Management
- Manage controllable expenses within Mainsail's operating scope.
- Participate in development of the annual operating budget.
- Monitor labor productivity and staffing.
- Review monthly operating results and explain significant variances.
- Review and approve operating expenses within established authority.
- Validate housekeeping contractor billing and service levels.
- Maintain appropriate purchasing and inventory controls.
- Partner with Mainsail's corporate accounting team on reporting and financial administration.
People Leadership
- Recruit, train, develop and supervise Mainsail-employed team members.
- Establish scheduling and staffing levels appropriate to occupancy and operational requirements.
- Conduct daily/weekly team communications as appropriate.
- Establish expectations for professionalism, appearance and service.
- Maintain a positive workplace culture consistent with Mainsail's values.
- Partner with Mainsail Human Resources on employee relations, performance management and development.
Safety, Security & Compliance
- Follow all Mainsail, Atlas Air and campus policies.
- Maintain appropriate emergency procedures for Mainsail employees and resident-facing operations.
- Coordinate with Atlas/Cushman & Wakefield regarding emergencies, building incidents and life-safety concerns.
- Ensure Mainsail employees receive required safety and compliance training.
- Immediately escalate facility or life-safety concerns to the responsible party.
Key Relationships
Reports to:
Mainsail Vice President/Regional Operations leadership
Directly oversees:
Front Desk / Resident Services team
Contract oversight:
Third-party housekeeping provider
Primary partnerships:
- Atlas Air leadership
- Cushman & Wakefield property/facilities management
- Atlas Campus Security
- Mainsail Corporate Operations
- Mainsail Human Resources
- Mainsail Finance & Accounting
- Mainsail Information Technology
Qualifications
Required
- 5+ years of progressive hospitality, residential, hotel or comparable service-management experience.
- 2+ years in a leadership role involving responsibility for guest/resident services and employees.
- Demonstrated experience managing front desk or rooms operations.
- Experience managing outsourced vendors or contracted service providers.
- Strong service-recovery and problem-solving skills.
- Working knowledge of scheduling, labor management, budgeting and expense control.
- Ability to work effectively with multiple organizations where responsibility is divided among operating partners.
- Excellent written and verbal communication skills.
- Strong organizational and follow-through skills.
- Comfortable operating independently as the senior Mainsail representative onsite.
Preferred
- Hotel Director of Operations, Rooms Director, Assistant General Manager, General Manager or corporate-housing leadership experience.
- Extended-stay or residential hospitality experience.
- Experience with airline crew accommodations, corporate training facilities or high-volume group housing.
- South Florida operating experience.
- Bachelor's degree in Hospitality Management, Business Administration or related field.