Customer Success – Automated Properties Agent

About Yurbban Hospitality Group
At Yurbban we dont just offer accommodation we create moments worth remembering. We are a hotel group with soul where hospitality sustainability and authenticity go hand in hand. We are driven by the desire to surprise to do things right and to enjoy the process along the way.

Our Essence
WOW CONSCIOUS HONEST PASSION and TEAM are much more than just words: we love to innovate we care for people and the planet we act with transparency we give 100% in every challenge and above all we work together to achieve it.

Why Join Us
Being part of Yurbban means growing in an environment where ideas matter and good vibes are part of our DNA. We operate hotels and restaurants in Barcelona Madrid Seville San Sebastián Miami Chía and Bogotá with a clear purpose: to make every experience unique.

Were Looking for a Customer Success Automated Properties Agent

Responsibilities:
Under the guidance of the Area Front Desk Supervisor ensure smooth efficient and proactive support for all our automated properties assigned. This role involves managing guest inquiries through automated communication systems responding to calls messages and system alerts and providing both remote and occasional in-person assistance when required. Your strong communication skills service-oriented mindset and troubleshooting abilities will help deliver exceptional guest service and maintain the operational integrity of automated properties.

• Deal with all Front Office operations (check in; check out; escorting; cashier operations; guests care) according to Yurbban policies procedures and compliance with our code of conduct.

• Respond promptly and professionally to guest inquiries received through the automated messaging system phone calls and email.

• Monitor system-generated alerts and take appropriate action to ensure seamless guest experience and property functionality.

• Provide remote assistance for check-in check-out access codes payment issues and general guest questions.

• Provide in-person support at the property when required including guest assistance basic troubleshooting or coordination with on-site vendors.

• Report daily to the assigned work location; this is a 100% on-site in-house position.

• Escalate technical or operational issues to the appropriate internal teams when needed.

• Maintain accurate logs of interactions actions taken and resolutions.

• Support guests with digital tools such as keyless entry kiosks reservation platforms and payment systems.

• Verify guest identity as needed before providing access information or sensitive details.

• Identify recurring issues and report system or operational trends for improvement.

• Collaborate with Operations Maintenance and other departments to coordinate on-site assistance or intervention.

• Maintain organization and prioritize urgent issues while managing multiple conversations simultaneously.

• Monitor surveillance equipment such as closed-circuit TV cameras

• Respond to alarms and emergencies.

• Control access to buildings for employees and visitors.

• Provide assistance to people in need.

Requirements:

• Languages: Professional English and Spanish required. Third language will be desirable

• Minimum experience: 3 years in the hospitality industry.

• Others: Office automation knowledge and desirable to have previously managed a PMS

• Skills: Quality cooperation commitment organization.

• An intermediate to proficient understanding of Computer systems such as: Opera GoConcierge Nuvolo Microsoft Word Excel &

• Outlook is preferred

• Enter and locate work related information using computers and/or point of sale systems

• Possess a gracious friendly and fun demeanor

• Ability to multitask work in a fast-paced environment and have a high-level attention to detail

• Maintain positive and productive working relationships with other employees and departments

• Ability to work independently and to partner with others to promote an environment of teamwork

• Must be able to stand or walk a minimum of eight-hour shifts.

• Must be able to be observant and quick to respond to various situations while also multitasking and handling stressful situations.

• Must be able to twist tow (push or pull) reach bend climb and carry objects as necessary.

• Must have excellent communication skills and be able to read write speak and understand English.

• Knowledge of federal state and local laws governing equal employment opportunity and civil rights occupational safety and health wage and hour issues and labor relations

Schedule: This position requires fully availability during mornings and afternoons shift of 8 hours could be arranged between 6:00 am to 12:00 am weekends required.

Work Location: Miami South Beach FL.

Physical Demands: Prolonged periods of being stand and lifting 15 pounds or more

Work Authorization: Employee must be legally authorized to work in the United States.

FSLA Classification: Non-exempt

What We Offer:

• Salary according to position and experience
• Career growth opportunities within a fast-expanding group
• Continuous training through Yurbban Academy
• A workplace where professionalism and great atmosphere go hand in hand
• Quarterly afterworks and teambuilding activities
• Paid Time off Holidays paid your birthday off
• Discounts on all national and international stays for you your family and friends.
• Discounts on Wellness and GYMs
• Health and Retirement (Health Vision Dental Alternative Care and retirement plans)

If you want to be part of an experience where every day is an opportunity to create unforgettable moments for our guests apply now!

Join Yurbban Hospitality Group!