Customer Success – Automated Properties Agent

Yurbban Hospitality Group • Miami Beach, FL

5d • Onsite

About The Position

At Yurbban, we don’t 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. We’re 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

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.
• 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.

Benefits

• 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed