Job description
Customer Success Specialist
About Yurbban Hospitality Group
At Yurbban, we don't just offer accommodation, we create moments worth remembering. We are a hospitality group with soul, where service, sustainability, authenticity, and teamwork 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!
Under the guidance of the Area Front Desk Supervisor, this role will ensure smooth, efficient, and proactive support for our automated properties. The position involves managing guest inquiries through automated communication systems, responding to calls, messages, emails, and system alerts, and providing both remote and occasional in-person assistance when required.
We are looking for someone with strong communication skills, a service-oriented mindset, and the ability to solve issues quickly while delivering an excellent guest experience.
Responsibilities
Manage Front Office operations such as check-in, check-out, guest care, cashier operations, and assistance according to Yurbban Hospitality Group policies and procedures.
Respond promptly and professionally to guest inquiries received through automated messaging systems, phone calls, and email.
Monitor system-generated alerts and take appropriate action to ensure a smooth guest experience and proper property functionality.
Provide remote assistance with check-in, check-out, access codes, payment issues, reservation platforms, keyless entry systems, kiosks, and general guest questions.
Provide in-person support at the property when required, including guest assistance, basic troubleshooting, or coordination with on-site vendors.
Escalate technical or operational issues to the appropriate internal teams when needed.
Maintain accurate records of guest interactions, actions taken, and resolutions.
Verify guest identity when required 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.
Monitor surveillance equipment, respond to alarms and emergencies, control access to buildings, and provide assistance to guests, employees, and visitors when needed.
Remain calm, alert, and solution-oriented, especially during emergency situations or high-pressure moments.
Requirements
Professional level of English and Spanish required. A third language will be highly valued.
Minimum of 3 years of experience in the hospitality industry.
Previous experience with PMS systems and office automation tools will be desirable.
Intermediate to proficient knowledge of systems such as Opera, GoConcierge, Nuvolo, Microsoft Word, Excel, and Outlook will be preferred.
Strong communication skills and the ability to provide clear, accurate, and positive guest service.
Ability to multitask, prioritize urgent matters, and work in a fast-paced environment with high attention to detail.
Organized, committed, cooperative, and quality-oriented mindset.
Ability to work independently while also collaborating with other teams and departments.
Positive, friendly, and service-driven attitude.
Availability to work varying schedules according to the needs of the hospitality business.
Ability to stand or walk during a minimum eight-hour shift and respond quickly to different operational situations.
Work Location
100% on-site, in-house position at the assigned work location.
FLSA Classification
Hourly non-exempt position, with benefits according to the company handbook.
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 a great atmosphere go hand in hand.
Quarterly afterworks and teambuilding activities.
Paid time off, paid holidays, and your birthday off
Discounts on national and international stays for you, your family, and friends.
Discounts on wellness and gyms.
Health and retirement benefits according to company policy.
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!
