GXP/GSS Champion

Schulte Hospitality Group is seeking an energetic, experienced, and hands on Guest Experience Specialist to join our team! SHG is an organization whose success is rooted in its service culture. Our mission is to exude hospitality, be respectful and authentic, prioritize the needs of our internal and external stakeholders above our own, and continuously strive to make a positive impact in all we do. We are passionate hoteliers eager to add like-minded people to our rapidly growing team! What's in it for you? When you join SHG you'll be part of a team committed to an inclusive, employee-focused workplace that is invested in your development. We want you to feel engaged, empowered, and excited to grow with us. After all, we believe our greatest and most valuable asset is our people! SHG provides a rewarding, fun and flexible work environment, exciting perks, an atmosphere designed to encourage and promote career growth within the company and a robust benefit package including, but not limited to: 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! Our Company: SHG is a leading third-party management company with deep, multi-generational experience in all facets of the hospitality industry. We are a diverse team of innovative hoteliers and restauranteurs operating more than 200 locations across 38 states and 3 countries. Our portfolio includes a wide array of reputable brands like Marriott, Hilton, IHG and Hyatt as well as many unique, independent, boutique and lifestyle properties and restaurants. Position Summary 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. Key Responsibilities Guest Experience & Request Management • 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 Guest Satisfaction & Service Recovery • 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 • Autograph Collection standards require intuitive service, empowered decision-making, and attention to detail. The GSS / GXP Champion models these behaviors consistently. Cross-Department Coordination • 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 VIP & Personalized Service • 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 Operational Excellence • 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 Qualifications • 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 Performance Indicators • Guest Satisfaction Score (GSS) results • GXP response and closure timeliness • Service recovery effectiveness • Reduction in repeat guest concerns • Positive guest feedback and recognition At Hotel Duval, we do not simply answer requests-we curate experiences. The GSS / GXP Champion ensures every guest interaction is intentional, personalized, and reflective of Autograph Collection standards EDUCATION AND EXPERIENCE 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 KNOWLEDGE, SKILLS AND ABILITIES 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 The hiring process may consist of a phone interview, manager(s) interview, drug screen, background check, reference checks, and potential employment assessment. This job description is only intended to provide a general description of the benefits and compensation applicable to this position. Paid Time Off (PTO) is available for eligible associates in accordance with the Company's Paid Time Off policy. Specific compensation and benefit details will be discussed during the interview process. Schulte Hospitality Group is an Equal Opportunity Employer.

Created: 2026-03-10