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Better Talent

Property Operations Lead

Hamilton, ON, Canada

Pay: $65,000 to $75,000 USD / year
Job type: Full-time
Apply by: Oct 19, 2026
Posting language: English
Posted: Sep 19, 2026

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Original job description

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 highly organized, proactive, and hands-on Property Operations Lead to support the daily operations of our luxury short-term rental portfolio across Florida, North Carolina, and Texas.

Based in our Hamilton, Ontario office, you will work closely with the Operations Assistant team and report directly to the Director of Hospitality Operations. You will help ensure every guest receives a consistently high level of service, from the quality and timeliness of communication to the condition and readiness of each home.

This role is responsible for keeping operational processes on track, coordinating vendors and maintenance needs, auditing work for quality, and identifying and resolving issues before they negatively affect the guest experience. You will also serve as a key resource and escalation point for the Operations Assistant team.

This is not a passive oversight position. You will be expected to get into the details, ask thoughtful questions, coordinate people, review completed work, solve problems, and take ownership of both the operational outcome and the guest experience. You will also work directly alongside leadership, gaining daily visibility into how operational decisions are made across a growing hospitality portfolio.

What You’ll Do

Guest Experience and Team Support

Work directly in the guest inbox alongside the Operations Assistant team, maintaining visibility into guest communication and ensuring timely, professional responses
Review guest communication and team execution for quality, accuracy, consistency, and compliance with established procedures
Provide real-time coaching and accountability when service standards or follow-through expectations are not being met
Monitor upsell sequences, evaluate guest responses and conversion opportunities, and help leadership refine messaging while maintaining the overall strategy
Ensure purchased upsells are properly coordinated and delivered as promised
Handle guest situations that fall outside the Operations Assistant team’s scope and communicate directly with guests when needed
Escalate matters involving financial, review, safety, or brand risk
Take ownership of guest issues through resolution and identify opportunities to improve operational processes

Operational Audits and Quality Control

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
Identify recurring issues, missed steps, and gaps in quality control
Coordinate quality checks with vendors to ensure company standards are being met
Recommend improvements to operational processes and standard operating procedures when needed

Maintenance and Project Coordination

Maintain visibility into open maintenance items across the portfolio
Keep complex, recurring, high-priority, or unresolved maintenance issues moving toward resolution
Work with the Director of Hospitality Operations to resolve maintenance concerns, using enough technical understanding to ask the right questions and communicate effectively with trades
Support the Operations Assistant team with maintenance issues that require additional guidance or escalation
Coordinate larger repairs and property projects once the scope and direction have been established
Manage vendor communication, property access, scheduling, documentation, and follow-through
Gather the information leadership needs to make decisions regarding project scope, approach, and cost
Present leadership with clear context and potential solutions rather than unresolved questions

Preventative Maintenance

Oversee preventative maintenance scheduling and completion across the portfolio
Ensure established processes are followed and address missed, overdue, or recurring items
Coordinate vendor access and scheduling while minimizing disruption to guests
Follow up directly when additional vendor oversight is required
Review maintenance findings and ensure significant concerns are properly documented
Escalate issues that require leadership review or approval
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
Take an active role in resolving vendor issues
Hold vendors accountable for communication, timelines, scope, and quality
Maintain professional vendor relationships while ensuring Kasu Resorts’ standards are consistently met

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

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

Previous experience in property management, hospitality, short-term rentals, operations, or a related field is required
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
Strong organizational, time-management, problem-solving, and follow-through skills
Ability to manage multiple properties, priorities, projects, and deadlines
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
Ability to ask thoughtful questions and obtain clear answers from trades, vendors, and team members
A solution-oriented mindset
Ability to work collaboratively within established procedures while recognizing opportunities for improvement
A genuine commitment to the quality of the guest experience and the condition of each property

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

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More about this job

Responsibilities

The Property Operations Lead will oversee daily operations, maintenance coordination, and quality control across a luxury short-term rental portfolio. They will also provide coaching to the Operations Assistant team and serve as a key escalation point for guest issues and complex property projects.

Requirements

Candidates must have previous experience in property management, hospitality, or operations, along with strong organizational and communication skills. Proficiency in coordinating vendors and maintenance work is required, as is the ability to work on-site in Hamilton, Ontario.

Skills

Property management
Hospitality operations
Vendor coordination
Maintenance management
Quality control
Project management
Communication
Problem-solving
Time-management
Team leadership
Operational auditing
Guest experience
Documentation
Scheduling
Conflict resolution
Technical understanding

Benefits

Health insurance

Visa sponsorship

Not detected in the job text

Keywords

Property management
Hospitality
Short-term rentals
Operations
Vendor coordination
Maintenance
Quality control
Guest experience
Project management
Guesty
Enso
Monday.com
Airtable
Turno
Minut
Preventative maintenance
Property onboarding
Claims coordination
Operational reporting
Leadership

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