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

Pay: $65,000.00-$75,000.00 per year

Advantages

- Extended health care
- Life insurance

Work Location: In person

📌 Property Operations Lead (Canada)
🏢 Kasu Capital
📍 Canada