Company OverviewKasu 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 SummaryKasu 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 DoGuest Experience and Team SupportWork directly in the guest inbox alongside the Operations Assistant team, maintaining visibility into guest communication and ensuring timely, professional responsesReview guest communication and team execution for quality, accuracy, consistency, and compliance with established proceduresProvide real-time coaching and accountability when service standards or follow-through expectations are not being metMonitor upsell sequences, evaluate guest responses and conversion opportunities, and help leadership refine messaging while maintaining the overall strategyEnsure purchased upsells are properly coordinated and delivered as promisedHandle guest situations that fall outside the Operations Assistant team's scope and communicate directly with guests when neededEscalate matters involving financial, review, safety,



or brand riskTake ownership of guest issues through resolution and identify opportunities to improve operational processesOperational Audits and Quality ControlRegularly audit guest messaging, automations, upsell configurations, turnover documentation, cleaning checklists, property monitoring, and other operational processesConfirm that processes are completed accurately and consistently, with a focus on the quality of executionIdentify recurring issues, missed steps, and gaps in quality controlCoordinate quality checks with vendors to ensure company standards are being metRecommend improvements to operational processes and standard operating procedures when neededMaintenance and Project CoordinationMaintain visibility into open maintenance items across the portfolioKeep complex, recurring, high-priority, or unresolved maintenance issues moving toward resolutionWork with the Director of Hospitality Operations to resolve maintenance concerns, using enough technical understanding to ask the right questions and communicate effectively with tradesSupport the Operations Assistant team with maintenance issues that require additional guidance or escalationCoordinate larger repairs and property projects once the scope and direction have been establishedManage vendor communication, property access, scheduling, documentation, and follow-throughGather the information leadership needs to make decisions regarding project scope, approach, and costPresent leadership with clear context and potential solutions rather than unresolved questionsPreventative MaintenanceOversee preventative maintenance scheduling and completion across the portfolioEnsure established processes are followed and address missed, overdue, or recurring itemsCoordinate vendor access and scheduling while minimizing disruption to guestsFollow up directly when additional vendor oversight is requiredReview maintenance findings and ensure significant concerns are properly documentedEscalate issues that require leadership review or approvalIdentify opportunities to consolidate vendor visits and improve preventative maintenance processesVendor and Contractor CoordinationSource vendors for larger, more complex, higher-value, or sensitive projectsSupport the Operations Assistant team with routine vendor needs when additional guidance is requiredParticipate directly in scoping conversations with trades and contractors to ensure the correct work is being quotedGather and organize quotes, project scopes, timelines, and completion requirements for leadership reviewTake an active role in resolving vendor issuesHold vendors accountable for communication, timelines, scope,



and qualityMaintain professional vendor relationships while ensuring Kasu Resorts' standards are consistently metProperty Onboarding and Launch SupportSupport the Director of Hospitality Operations and Operations Assistant team throughout the onboarding and launch of recent propertiesHelp ensure each property is fully operational, properly documented, and guest-ready before going liveClaims CoordinationManage complex or higher-value property damage claims through the resolution processCoordinate investigations, supporting documentation, vendor assessments, and repair quotesSupport the Operations Assistant team when claims fall outside the standard process or require additional judgmentRemain actively involved in each assigned claim through resolutionOperational ReportingPrepare accurate and timely weekly operational updates covering maintenance backlogs, complex projects, preventative maintenance, incidents, recurring issues, and other portfolio prioritiesReview expenses, orders, invoices, and project costs that require additional context or coordination before approvalRequired QualificationsPrevious experience in property management, hospitality, short-term rentals, operations, or a related field is requiredExperience coordinating vendors, contractors, maintenance work, or property-related projectsWorking knowledge of property systems and trades, with the ability to follow repair conversations and recognize when information may be incomplete or inaccurateStrong written and verbal communication skillsStrong organizational, time-management, problem-solving, and follow-through skillsAbility to manage multiple properties, priorities, projects, and deadlinesComfortable supporting remotely located properties through vendors and operational teamsProficiency with communication, scheduling, documentation, and project-management toolsAbility to work from the Kasu Resorts office in Hamilton, OntarioPreferred QualificationsExperience working with short-term rental platforms or property management systemsFamiliarity with Guesty, Enso, Monday.Com, Airtable, Turno, or MinutA proactive approach and the ability to take initiative without waiting for step-by-step directionStrong attention to detail and commitment to following tasks through completionGood judgment and an understanding of when to make a decision and when to escapeConfidence holding vendors and team members accountableAbility to ask thoughtful questions and obtain clear answers from trades, vendors, and team membersA solution-oriented mindsetAbility to work collaboratively within established procedures while recognizing opportunities for improvementA genuine commitment to the quality of the guest experience and the condition of each propertyCompensation, Benefits & MoreCompensation: $65,000 - $75,000 annually, commensurate with experienceBenefits: Health insuranceSchedule: Full-timeJob Type: PermanentLocation: Hamilton, Ontario, in-office

📌 Property Operations Lead (Hamilton)
🏢 Better Talent by Laveer
📍 Hamilton