Property Operations Lead

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.

Kasu 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.

Work directly in the guest inbox alongside the Operations Assistant team, maintaining visibility into guest communication and ensuring timely, professional responses

Review guest communication and team execution for quality, accuracy, consistency, and compliance with established procedures

Provide real-time coaching and accountability when service standards or follow-through expectations are not being met

Monitor upsell sequences, evaluate guest responses and conversion opportunities, and help leadership refine messaging while maintaining the overall strategy

Ensure purchased upsells are properly coordinated and delivered as promised

Handle guest situations that fall outside the Operations Assistant team’s scope and communicate directly with guests when needed

Escalate matters involving financial, review, safety, or brand risk

Take ownership of guest issues through resolution and identify opportunities to improve operational processes

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

Identify recurring issues, missed steps, and gaps in quality control

Coordinate quality checks with vendors to ensure company standards are being met

Recommend improvements to operational processes and standard operating procedures when needed

Maintain visibility into open maintenance items across the portfolio

Keep complex, recurring, high-priority, or unresolved maintenance issues moving toward resolution

Work with the Director of Hospitality Operations to resolve maintenance concerns, using enough technical understanding to ask the right questions and communicate effectively with trades

Support the Operations Assistant team with maintenance issues that require additional guidance or escalation

Coordinate larger repairs and property projects once the scope and direction have been established

Manage vendor communication, property access, scheduling, documentation, and follow-through

Gather the information leadership needs to make decisions regarding project scope, approach, and cost

Present leadership with clear context and potential solutions rather than unresolved questions

Oversee preventative maintenance scheduling and completion across the portfolio

Ensure…