Director of Hospitality

MPM Macon•Dania Beach, FL

2d•Onsite

About The Position

The Director of Hospitality is the senior onsite leader responsible for delivering a consistent, efficient, hospitality-driven residential experience at the Atlas Air residential facility in Dania Beach, Florida. The facility has 200 two-bedroom apartment units for Atlas Air pilots, trainees, and other company residents and operates as a corporate residential and training facility rather than a traditional transient hotel. The Director leads Mainsail’s services, principally Front Desk & Resident Services, and oversees the third-party housekeeping operation. The role is 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 coordinates resident-facing services with facility operations but does not directly manage Cushman & Wakefield’s engineering staff or facility contracts. This hands-on hospitality leader builds a welcoming and professional residential environment, oversees front desk and resident services, holds the housekeeping contractor accountable for service standards, coordinates facility concerns with property management, and maintains a strong operating relationship with Atlas Air. The Director also manages Mainsail-employed team members, controllable expenses, operating procedures, reporting, safety coordination, and service recovery.

Requirements

At least 5 years of progressive hospitality, residential, hotel, or comparable service-management experience.
At least 2 years in a leadership role involving responsibility for guest or 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 across multiple organizations where responsibilities are divided among operating partners.
Excellent written and verbal communication skills.
Strong organizational and follow-through skills.
Comfort operating independently as the senior Mainsail representative onsite.

Nice To Haves

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 a related field.

Responsibilities

Serve as Mainsail’s senior onsite representative and establish a welcoming, professional, 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, identify experience improvements, and take ownership of escalated concerns and service recovery.
Lead the front desk and resident services operation, ensuring coverage appropriate to occupancy and Atlas training schedules.
Oversee resident arrivals and departures, unit assignments and occupancy administration, keys and credentials, resident requests, packages and deliveries, resident communications, and service recovery.
Develop and maintain operating procedures and service standards; ensure accurate communication with Atlas regarding trainees, occupancy, arrivals, departures, and special needs.
Monitor staffing and scheduling to deliver required coverage efficiently.
Serve as Mainsail’s operational liaison with the contracted housekeeping provider and hold the provider 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, and 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, identify deficiencies, ensure timely corrective action, and assist with periodic review and negotiation of the housekeeping agreement.
Maintain a strong working relationship with Cushman & Wakefield and coordinate resident-affecting facility matters, including HVAC, electrical, plumbing, elevators, pool, pest control, life-safety systems, building repairs, preventive maintenance, grounds, and exterior conditions.
Identify, communicate, escalate, and follow through on facility issues affecting residents without directly managing the facilities provider’s engineering staff or contracts.
Serve as a primary day-to-day onsite contact for Atlas Air; build relationships with its training, facilities, and corporate representatives.
Participate in operating and resident-experience meetings, provide regular operational reporting, and coordinate anticipated occupancy, training schedules, and resident movements.
Respond promptly to Atlas concerns and requests, identify operational risks early, and support the hospitality experience Atlas expects for its pilots and trainees.
Manage controllable expenses within Mainsail’s operating scope, participate in annual budget development, monitor labor productivity and staffing, and review monthly operating results and significant variances.
Review and approve operating expenses within established authority, validate housekeeping contractor billing and service levels, maintain purchasing and inventory controls, and partner with corporate accounting on reporting and financial administration.
Recruit, train, develop, and supervise Mainsail-employed team members; establish staffing levels and schedules appropriate to occupancy and operational needs.
Communicate with the team as appropriate, set expectations for professionalism, appearance, and service, maintain a positive workplace culture, and partner with Human Resources on employee relations, performance management, and development.
Follow Mainsail, Atlas Air, and campus policies; maintain emergency procedures for Mainsail employees and resident-facing operations; coordinate emergencies, building incidents, and life-safety concerns with Atlas and Cushman & Wakefield.
Ensure Mainsail employees receive required safety and compliance training and immediately escalate facility or life-safety concerns to the responsible party.