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 transparent 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

📌 Property Operations Lead (Canada)
🏢 Better Talent
📍 Canada