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 exists to protect and elevate it.
We manage our properties so that every stay feels seamless from the first message to the last. That means anticipating what guests need before they ask, maintaining our homes to a consistently high standard, and holding ourselves and our partners accountable for delivering an experience that feels personal, polished, and genuinely welcoming.
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 resourceful Hospitality Operations Lead to help deliver an exceptional guest experience while keeping the operational engine of a growing luxury short-term rental portfolio running smoothly.
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 focus spans two interconnected areas: ensuring every guest interaction reflects the warmth and professionalism that define the Kasu Resorts brand, and keeping properties in top condition through proactive operations and vendor coordination.
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 the homes themselves deliver on the promise we make when a guest books with us.
This is not a passive oversight position. You will get into the details, ask thoughtful questions, solve problems, and take personal ownership of both the outcome and how the guest feels throughout their stay. You will work directly alongside leadership, gaining daily visibility into how operational and hospitality decisions are made across a growing portfolio.
What You’ll DoGuest Experience and Hospitality
This is the heart of the role. You are responsible for ensuring 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
- 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
- Monitor the full guest journey, from pre-arrival through post-checkout, to identify 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
- Monitor upsell sequences, evaluate guest responses and conversion opportunities, and help leadership refine messaging while maintaining the overall strategy
- Track guest sentiment patterns, recurring feedback themes, and review trends across the portfolio
- Escalate matters involving financial, review, safety, or brand risk promptly and with clear context
Team Support and Accountability
- Ensure the Operations Assistant team is supported, equipped, and consistently meeting the hospitality and communication standards that define the brand
- Coach team members on developing stronger hospitality instincts, better judgment in guest interactions, and confidence handling a range of situations
- Hold the team accountable when service standards or follow-through expectations are not being met
- Serve as a key escalation point when guest situations require additional judgment, experience, or authority
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 execution quality and how it translates to the guest experience
- Coordinate quality checks with cleaning teams and vendors to ensure homes are 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
Property Condition and Presentation
- 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, or unresolved issues moving toward resolution
- 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 no guest arrives to a home that feels neglected
- Escalate maintenance or condition issues that require leadership review, presenting clear context and potential solutions
- Identify opportunities to consolidate vendor visits and improve preventative maintenance efficiency
Vendor and Contractor Coordination
- Source vendors for larger, more complex, or higher-value projects
- Support the Operations Assistant team with routine vendor needs when additional guidance is required
- Participate in scoping conversations with trades and contractors to ensure the correct work is being quoted at a fair price
- Gather and organize quotes, project scopes, timelines, and completion requirements for leadership review
- Ensure vendor quotes, invoices, and project costs are accurate, reasonable, and properly documented before submitting for approval
- Hold vendors accountable for communication, timelines, scope, and quality
- Take an active role in resolving vendor issues before they 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
Claims Coordination
- Manage complex or higher-value property damage claims through resolution
- 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
Operational Reporting
- Prepare accurate and timely weekly operational updates covering maintenance backlogs, projects, preventative maintenance, incidents, and portfolio priorities
- Review expenses, orders, invoices, and project costs for accuracy and context before submitting for 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
- Comfort reviewing operational expenses and maintaining cost awareness across day-to-day decisions
- 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, and deadlines simultaneously
- Comfortable supporting remotely located properties through vendors and operational teams
- Proficiency with Google Workspace and general comfort navigating computer systems and software; specific tools can be taught, but confidence working across platforms is expected
- 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, 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
- A solution-oriented mindset that looks for ways to improve, not just maintain
- An instinct for hospitality: you naturally think about how things feel from the guest’s perspective
Compensation, Benefits, and Details
- Compensation: $65,000 to $75,000 annually, commensurate with experience
- Benefits: Health insurance
- Schedule: Full-time
- Type: Permanent
- Location: Hamilton, Ontario (in-office)
