Director of Hospitality

Mainsail Lodging & Development•Dania Beach, FL

3d•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 includes 200 two-bedroom apartments supporting Atlas Air pilots, trainees, and other company residents. It is a dedicated corporate residential and training facility rather than a traditional transient hotel. The Director leads services within Mainsail’s scope, principally Front Desk & Resident Services and oversight of the third-party housekeeping operation, and serves as Mainsail’s primary onsite liaison with Atlas Air and Cushman & Wakefield. Cushman & Wakefield manages the physical plant and facility services. The Director coordinates resident-facing services with facility operations, identifies and escalates resident-impacting facility issues, and follows through, but does not directly manage Cushman & Wakefield’s engineering staff or facility contracts. This is a hands-on hospitality leadership position requiring the ability to operate in a nontraditional lodging environment, work across multiple organizations, and maintain clear responsibility and accountability. The Director supervises the Front Desk / Resident Services team, oversees the contracted housekeeping provider, manages expenses within Mainsail’s operating scope, and supports a welcoming, professional, clean, and responsive residential environment.

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 with multiple organizations where responsibility is 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 the senior onsite representative of Mainsail and maintain visibility with residents and Atlas Air leadership.
Establish a welcoming, professional, hospitality-focused residential environment and a service culture centered on responsiveness, consistency, cleanliness, and genuine hospitality.
Monitor resident feedback, identify improvement opportunities, take ownership of escalated resident concerns, and provide service recovery.
Lead the front desk and resident-services operation, including coverage, staffing, scheduling, operating procedures, and service standards.
Oversee resident arrivals and departures, unit assignments and occupancy administration, keys and credentials, resident requests, packages and deliveries, and resident communications.
Coordinate accurate information with Atlas regarding incoming trainees, occupancy, arrivals, departures, special needs, training schedules, and resident movements.
Serve as the primary operational liaison with the contracted housekeeping provider; monitor staffing, productivity, service levels, cleanliness, stayover service, turnover cleaning, public areas within Mainsail’s scope, linens, supplies, and inspections.
Coordinate housekeeping schedules with occupancy and Atlas training schedules; review contractor performance and invoices, ensure deficiencies are corrected, and assist with periodic agreement review and negotiation.
Maintain a working relationship with Cushman & Wakefield and coordinate resident-impacting 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 facility manager’s engineering staff or contracts.
Serve as a primary day-to-day onsite contact for Atlas Air; develop relationships with its training, facilities, and corporate representatives; participate in operating and resident-experience meetings; provide operational reporting; and respond to 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 scope, participate in annual budget development, monitor labor productivity and staffing, review monthly results and variances, approve expenses within established authority, and maintain purchasing and inventory controls.
Validate housekeeping contractor billing and service levels and partner with Mainsail corporate accounting on reporting and financial administration.
Recruit, train, develop, schedule, and supervise Mainsail-employed team members; communicate with the team; establish expectations for professionalism, appearance, and service; and maintain a positive workplace culture.
Partner with Mainsail Human Resources on employee relations, performance management, and employee development.
Follow Mainsail, Atlas Air, and campus policies; maintain emergency procedures for Mainsail employees and resident-facing operations; coordinate on emergencies and life-safety concerns; ensure required employee safety and compliance training; and immediately escalate facility or life-safety concerns to the responsible party.