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.

 

Mainsail is an Equal Opportunity Employer and it does not discriminate on the basis of actual or perceived race, color, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity expression (including transgender status), sexual orientation, marital status, parental status, military service and veteran status, political affiliation, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.