Director of Hospitality Operations

Location: Main St W, Hamilton, ON L8P 1H6 (In Office)

Compensation: $130,000+ base, bonus & benefits

Position Type: Full-Time

About Kasu

Kasu is a boutique, rapidly growing hospitality company building & managing private Micro-Resorts across the U.S. We create elevated stays in standout properties where design, comfort, and thoughtful details come together to feel effortless for the guest. We are building a high-performing hospitality organization that is both guest-obsessed and operationally excellent. We are hiring a Director of Hospitality Operations & Guest Experience to elevate standards, roll out new hospitality initiatives, and ensure every stay consistently feels exceptional.

The Opportunity

This is a senior hospitality leadership role with portfolio-wide ownership of guest experience and property-level operations. You will lead the Client Care function and set the bar for how Kasu shows up for guests, from the first interaction to their repeat business. You will push forward new hospitality initiatives such as guest journey enhancement, experience programs, brand standards, property SOPs and service playbooks while building scalable systems that keep quality high across every property and market.

This role is ideal for someone who thinks like a hotelier, acts like an operator, and loves turning high standards into repeatable reality.

What You Will Own

• The end-to-end guest experience and the standards that define it
• A hospitality-forward operating model that feels warm, premium, and consistent
• New initiatives that increase delight, reviews, repeat stays, and brand loyalty
• Team performance, service quality, and operational scalability across new markets

Key Responsibilities

1) Hospitality Leadership & Guest Experience Strategy

• Own and continuously improve the Kasu guest journey across pre-arrival, arrival, stay, departure, and post-stay
• Design and launch hospitality initiatives including curated arrival experiences, upsells and add-ons, in-stay touchpoints, surprise-and-delight moments, celebration programs, and experience partnerships
• Establish clear service principles and brand standards that define how a Kasu Resort feels
• Create premium playbooks for tone of voice, guest messaging, recovery, and escalation so every interaction feels confident, human, and hospitality-led

2) Client Care Team Leadership & Service Excellence

• Lead and develop the Client Care team with clear scorecards, coaching, and accountability
• Raise the bar on response quality, speed, and consistency with a turn-a-bad into a Superfan mindset
• Handle high-impact escalations with calm judgment and strong hospitality instincts
• Build training programs that turn service standards into daily habits

3) Portfolio Operations & Brand Standardization

• Own standards for readiness including turnovers, inspections, maintenance coordination, vendor execution, and property presentation
• Standardize amenities, consumables, and property setups so every home feels intentional and on-brand
• Implement scalable SOPs, checklists, QA programs, and vendor SLAs across markets
• Drive consistent execution while managing exceptions thoughtfully and quickly

4) Guest Feedback, Reviews & Continuous Improvement

• Build a best-in-class review engine including review generation, issue recovery, root-cause analysis, and coaching loops
• Analyze guest feedback to identify patterns and translate them into operational upgrades
• Create systems for fast learning around what guests love, what breaks trust, and what drives a industry leading +80 NPS
• Partner with Construction & Design team to incorporate guest insights into finishes, durability, and experience-forward design choices

5) OTA Performance & Experience-Led Partnerships

• Own the operational levers that improve OTA outcomes including review health, cancellations, complaint drivers, and readiness standards
• Partner with Marketing and Revenue to improve listing presentation and performance
• Strengthen relationships with Wander, Vrbo, , Airbnb and key partners, ensuring Kasu stands out for quality and consistency
• Ensure guest communications and property standards are aligned across channels

6) Market Intelligence & Hospitality Innovation

• Build strong intuition for seasonality, guest segments, and what premium means in each market
• Propose and test new experience enhancements based on trends and guest behavior
• Roll out initiatives with strong training, enablement, and QA so they stick and scale

7) Metrics, Accountability & Operating Rhythm

• Own guest experience metrics including review scores, response and resolution time, repeat stay indicators, NPS or CSAT, and issue rates
• Build dashboards and lead weekly operating reviews to drive performance
• Identify efficiency opportunities without compromising warmth, quality, or guest trust

What We Are Looking For

• A hands-on executive who sets the gold standard for guest experience by personally laying the operational bricks
• 8+ years in hospitality operations across STR, boutique hotels, Luxury F&B or hotel hospitality
• 3+ years leading teams in guest services, client care, or operations with strong accountability
• A true hospitality mindset with high attention to detail, strong service recovery instincts, and care for guest trust
• Proven ability to design and execute hospitality initiatives such as experience programs, service standards, QA systems, and guest journey improvements
• Strong familiarity with OTA platforms and the drivers of rankings, conversion, and reviews
• Calm, decisive escalation management and excellent written and verbal communication
• Data-driven operator who uses metrics to prioritize and improve

Nice to have:

• Four Seasons or Ritz-Carlton Hospitality Training
• PMS experience such as Hostaway, Guesty, Track, or similar tools
• Ticketing systems and automation tooling experience
• Multi-market vendor management experience

Why Kasu

• Lead hospitality strategy and operations for a ugrowing luxury portfolio
• Real ownership to build standards, launch initiatives, and elevate the brand
• Competitive compensation at $130k+ base plus bonus and benefits