GXP/GSS Champion

Schulte Hospitality Group•Tallahassee, FL

About The Position

At Hotel Duval, part of the Autograph Collection, the GSS / GXP Champion is the voice of the guest and steward of the experience. This role ensures every guest interaction reflects Autograph Collection’s commitment to individuality, authenticity, and memorable service. The Champion manages guest requests, oversees service recovery efforts, and drives Guest Satisfaction performance through accurate documentation in GXP. This position plays a vital role in protecting brand standards while delivering thoughtful, personalized service unique to Hotel Duval.

Requirements

Previous luxury, lifestyle, or boutique hospitality experience preferred
Strong understanding of Marriott service culture
Excellent communication and interpersonal skills
Demonstrated service recovery and problem-resolution ability
Ability to multitask in a fast-paced, guest-focused environment
Flexible availability including evenings, weekends, and holidays
Minimum of  years in hotel customer service experience
Minimum of 1 year of concierge experience or like position
Minimum of High School education, post-high school education preferred
Opera/MGS/GXP working knowledge preferred
Outgoing personality
Ability to communicate effectively verbally and written
Team player
Ability to exceed expectations of guests
Customer service focus

Responsibilities

Serve as the primary point of contact for all in-house guest requests
Respond within Marriott and Autograph Collection brand time standards
Accurately log and manage all guest interactions in GXP
Follow up to confirm guest satisfaction before closing service cases
Escalate unresolved or service-impacting concerns to the MOD or department leaders
Monitor guest satisfaction dashboards and alerts
Review feedback from platforms such as Medallia
Initiate timely, thoughtful service recovery for any negative experience
Document recovery actions in accordance with Marriott compliance standards
Identify recurring trends and communicate improvement opportunities to leadership
Coordinate amenities and special requests with Housekeeping
Liaise with Engineering regarding maintenance concerns (HVAC, lighting, plumbing)
Communicate guest concerns and service recovery opportunities to Front Desk leadership
Maintain detailed shift logs and ensure effective handovers
Review VIP arrivals and special occasions at the start of each shift
Deliver elevated, personalized touches aligned with Autograph Collection standards
Ensure elite and VIP recognition follows Marriott brand expectations
Use guest names and preferences to create meaningful connections
Protect guest confidentiality and privacy at all times
Verify AYS systems, phones, and communication devices at start of shift
Confirm wake-up calls and special requests are accurate
Ensure all open guest requests are completed or properly transitioned
Maintain a polished and organized workspace

Benefits

Work Today, Get Paid today, with Daily Pay!
Free Telemedicine and Virtual Mental Health care access for all Associates starting day one!
Multiple Health Insurance and Life Insurance options
401k Plan + Company Match for eligible associates
Paid Parental Leave
Paid Time Off
Holiday Pay
Pet Insurance
Employee Assistance Program
Schulte Savings Marketplace Discounts on event tickets, electronics, gym memberships + more!