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Yurbban Hospitality Group · 1 week ago

Customer Success – Automated Properties Agent

Miami Beach, Florida, United States

Full-time

Onsite

Mid Level

3+ years exp

Yurbban Hospitality Group is a hotel group committed to creating memorable experiences through hospitality, sustainability, and authenticity. They are seeking a Customer Success – Automated Properties Agent to ensure efficient support for automated properties, manage guest inquiries, and maintain operational integrity.

HospitalityProperty DevelopmentProperty Management

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

Qualification

Hospitality experiencePMS managementBilingual EnglishBilingual SpanishComputer systems knowledgeOffice automationMultitaskingCustomer serviceCommunication skillsTeamworkAttention to detail

Required

Professional English and Spanish required

Minimum experience: 3 years in the hospitality industry

Office automation knowledge and desirable to have previously managed a PMS

Quality, cooperation, commitment, organization

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

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

Employee must be legally authorized to work in the United States