Customer Success – Automated Properties Agent

Customer Success – Automated Properties Agent

Join to apply for the Customer Success – Automated Properties Agent role at Yurbban Hospitality Group
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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.

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.

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.

• Under the guidance of the Area Front Desk Supervisor, ensure smooth, efficient, and proactive support for all our automated properties assigned.
• 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.

• Languages:
  
  Professional English and Spanish required. Third language will be desirable.
• Minimum experience:
  
  3 years in the hospitality industry.
• Office automation knowledge and desirable to have previously managed a PMS.
• Skills:
  
  Quality, cooperation, commitment, organization.
• Intermediate to proficient understanding of computer systems such as Opera, Go Concierge, Nuvolo, Microsoft Word, Excel & Outlook preferred.
• Ability to 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 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 observe and quickly 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…