Company Overview
Kasu Resorts is a luxury short-term rental portfolio operating across Florida, North Carolina, and Texas. We are a hospitality company first. The guest experience is our product, and everything we do operationally is designed to protect it.
We manage our properties so that every stay feels seamless from the first message to the last. That means maintaining our homes to a consistently high standard, anticipating operational needs, and holding ourselves and our partners accountable for keeping things running smoothly. Every Kasu Resorts property is held to the same standard, regardless of the market. Our guests choose us for the complete experience, not just the square footage.
Position Summary
Kasu Resorts is seeking a hospitality-driven, highly organized, and proactive Property Operations Lead to help deliver an exceptional guest experience across our growing luxury short-term rental portfolio.
Based in our Hamilton, Ontario office, you will report directly to the Director of Hospitality Operations and work closely with the Operations Assistant team. Your primary focus is ensuring that every guest interaction reflects the warmth, professionalism, and attention to detail that define the Kasu Resorts brand, while keeping the operational backbone of the portfolio running smoothly behind the scenes.
You will live in the guest experience daily. You will read guest messages, coach the team on tone and timing, step in when a situation calls for a personal touch, and make sure that the homes themselves are always ready to deliver on the promise we make when a guest books with us. When a guest has an issue, you take ownership. When a stay goes well, you look for what made it work and how to repeat it.
This role also carries responsibility for coordinating vendors, overseeing maintenance workflows, and ensuring quality standards are met across the portfolio. But everything operational in this role serves the same purpose: protecting and improving the guest experience.
This is not a passive oversight position. You will be expected to get into the details, ask thoughtful questions, solve problems, and take personal ownership of both the operational outcome and how the guest feels throughout their stay. You will also work directly alongside leadership, gaining daily visibility into how operational and hospitality decisions are made across a growing portfolio.
What You'll Do
Guest Experience and Hospitality
This is the heart of the role. You are responsible for ensuring that every guest who stays with Kasu Resorts feels genuinely welcomed, well cared for, and confident that someone is paying attention to their experience.
- Work directly in the guest inbox alongside the Operations Assistant team, maintaining real-time visibility into guest communication across the portfolio
- Review guest messaging for warmth, professionalism, personalization, accuracy, and timeliness, ensuring every touchpoint reflects the Kasu Resorts standard of hospitality
- Provide real-time coaching and feedback to the Operations Assistant team on tone, empathy, and service instincts, not just procedural accuracy
- Step in and communicate directly with guests when a situation calls for a more experienced or personal touch
- Take full ownership of guest issues through resolution, ensuring the guest feels heard, valued, and taken care of at every step
- Monitor the full guest journey, from pre-arrival through post-checkout, to identify moments where we can exceed expectations or where the experience is falling short
- Ensure purchased upsells and special requests are properly coordinated and delivered with care, not just completed as a task
- Track guest sentiment patterns, recurring feedback themes, and review trends to help leadership understand how hospitality is being received across the portfolio
- Escalate matters involving financial, review, safety, or brand risk promptly and with clear context
- Monitor upsell sequences, evaluate guest responses and conversion opportunities, and help leadership refine messaging while maintaining the overall strategy
- Identify opportunities to improve how we communicate, anticipate guest needs, and create stays that guests remember and return for
Team Support and Accountability
- Ensure the Operations Assistant team is supported, equipped, and consistently meeting the hospitality and communication standards that define the brand
- Provide coaching that goes beyond process compliance, helping team members develop stronger hospitality instincts, better judgment in guest interactions, and confidence in handling a range of situations
- Hold the team accountable when service standards or follow-through expectations are not being met, with clear and constructive feedback
- Serve as a key escalation point for the Operations Assistant team when guest situations require additional judgment, experience, or authority
Operational Audits and Quality Control
Every operational process exists to support the guest experience. Auditing is how we make sure the work being done actually delivers on the standard we promise.
- Regularly audit guest messaging, automations, upsell configurations, turnover documentation, cleaning checklists, property monitoring, and other operational processes
- Confirm that processes are completed accurately and consistently, with a focus on the quality of execution and how it translates to the guest experience
- Coordinate quality checks with cleaning teams and vendors to ensure the homes are not just serviced, but truly guest-ready: clean, well-stocked, and inviting
- Identify recurring issues, missed steps, and quality gaps, especially those with the potential to impact guest satisfaction
- Recommend improvements to operational processes and standard operating procedures when needed
Property Condition and Presentation
A home that is well maintained and thoughtfully presented is the foundation of a great guest experience. This role ensures every property looks, feels, and functions the way a guest expects when they book a Kasu Resorts stay.
- Maintain the preventative maintenance calendar across the portfolio, ensuring tasks are completed on schedule, nothing lapses, and vendor access is coordinated to minimize guest disruption
- Maintain visibility into open maintenance items and keep complex, recurring, high-priority, or unresolved issues moving toward resolution
- Follow up directly when additional vendor oversight is required, and ensure significant findings are properly documented
- Monitor the condition and presentation of each home, including soft goods (linens, towels, pillows), hard goods (kitchenware, dishes, cookware counts), outdoor furniture, amenities, and common-use areas
- Ensure supply levels, restocking, and property refreshes are handled proactively so that no guest arrives to a home that feels neglected or underprepared
- Escalate maintenance or condition issues that require leadership review or approval, presenting clear context and potential solutions rather than unresolved questions
- Identify opportunities to consolidate vendor visits and improve preventative maintenance processes
Vendor and Contractor Coordination
- Source vendors for larger, more complex, higher-value, or sensitive projects
- Support the Operations Assistant team with routine vendor needs when additional guidance is required
- Participate directly in scoping conversations with trades and contractors to ensure the correct work is being quoted
- Gather and organize quotes, project scopes, timelines, and completion requirements for leadership review
- Hold vendors accountable for communication, timelines, scope, and quality
- Maintain professional vendor relationships while ensuring Kasu Resorts' standards are consistently met
- Take an active role in resolving vendor issues before they have the chance to affect a guest's stay
Property Onboarding and Launch Support
- Support the Director of Hospitality Operations and Operations Assistant team throughout the onboarding and launch of new properties
- Help ensure each property is fully operational, properly documented, and guest-ready before going live, with particular attention to the first guest experience
Claims Coordination
- Manage complex or higher-value property damage claims through the resolution process
- Coordinate investigations, supporting documentation, vendor assessments, and repair quotes
- Support the Operations Assistant team when claims fall outside the standard process or require additional judgment
- Remain actively involved in each assigned claim through resolution
Operational Reporting
- Prepare accurate and timely weekly operational updates covering maintenance backlogs, complex projects, preventative maintenance, incidents, recurring issues, and other portfolio priorities
- Review expenses, orders, invoices, and project costs that require additional context or coordination before approval
Required Qualifications
- A genuine commitment to hospitality and the guest experience, not just property management
- Previous experience in hospitality, short-term rentals, property management, operations, or a related field
- Experience coordinating vendors, contractors, maintenance work, or property-related projects
- Working knowledge of property systems and trades, with the ability to follow repair conversations and recognize when information may be incomplete or inaccurate
- Strong written and verbal communication skills with a warm, professional tone
- Strong organizational, time-management, problem-solving, and follow-through skills
- Ability to manage multiple properties, priorities, projects, and deadlines simultaneously
- Comfortable supporting remotely located properties through vendors and operational teams
- Proficiency with communication, scheduling, documentation, and project-management tools
- Ability to work from the Kasu Resorts office in Hamilton, Ontario
Preferred Qualifications
- Experience working with short-term rental platforms or property management systems
- Familiarity with Guesty, Enso, Monday.com, Airtable, Turno, or Minut
- A proactive approach and the ability to take initiative without waiting for step-by-step direction
- Strong attention to detail and commitment to following tasks through completion
- Good judgment and an understanding of when to make a decision and when to escalate
- Confidence holding vendors and team members accountable with professionalism
- Ability to ask thoughtful questions and obtain clear answers from trades, vendors, and team members
- A solution-oriented mindset that looks for ways to improve, not just maintain
- Ability to work collaboratively within established procedures while recognizing opportunities for improvement
- An instinct for hospitality: you naturally think about how things feel from the guest's perspective
Compensation, Benefits & More
- Compensation: $65,000–$75,000 annually, commensurate with experience
- Benefits: Health insurance
- Schedule: Full-time
- Job Type: Permanent
- Location: Hamilton, Ontario, in-office
