Kasu Resorts is a luxury short-term rental portfolio operating across Florida, North Carolina, and Texas. We are a hospitality company first. We manage our properties so that every stay feels seamless from the first message to the last.

Every Kasu

Resorts property is held to the same standard, regardless of the market. 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.

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. 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. 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. 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 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 explicit context Monitor upsell sequences, evaluate guest responses and conversion opportunities, and help leadership refine messaging while maintaining the overall strategy 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 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 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 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. 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 Vendor and Contractor Coordination Source vendors for larger, more complex, higher‑value, or sensitive projects 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 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 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 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 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 or inaccurate Strong organizational, time‑management, problem‑solving, and follow‑through skills Ability to manage multiple properties, priorities, projects, and deadlines simultaneously 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 Experience working with short‑term rental platforms or property management systems A proactive approach and the ability to take initiative without waiting for step‑by‑step direction

📌 Lead Operations Manager, Nights (Canada)
🏢 Better Talent
📍 Canada