Hotel Field Examiner, Customer Experience Management
Ready for a fast-paced and exciting career? Are you passionate about the hotel industry and the customer experience? If you love to travel and work independently, Deloitte’s Managed Services & Products group is looking for motivated, ambitious hotel professionals with excellent communication skills, judgment and analytical abilities to conduct customer experience audits at our client sites. This is an excellent opportunity for hotel professionals who are well spoken, and who can effectively lead discussions with hospitality clients on business priorities in a friendly, helpful and professional manner. In this role, the Consultant will travel to their assigned hotel-specific client and perform quality assurance examinations in accordance with the client program. The Consultant will develop and deliver important summary presentations of evaluation findings to key client executives.
The goal of this business is to offer clients information and feedback regarding their customers’ experience. The Field Examiner is responsible for contributing to the development of, as well as providing, this high-level advice and these recommendations to clients.
This is a project-based position.
Work you’ll do
Understand and contribute to the development of the client expectations and conduct the customer experience examinations to meet the unique expectations for their assigned client
The Field Examiner must be well-versed in each client’s business and specific client requirements, the details of the customer experience program, and the methods and procedures of Deloitte business
Responsible for developing and producing accurate and consistent evaluations that include written reports in English
Exercise high level of judgment in evaluating the clients’ business operations and service, determining and recommending areas of improvement, and determining how to best communicate findings and recommendations
Utilize experience in hospitality industry to serve as a quality consultant for clients. Develop and deliver meaningful and accurate summary presentations of each evaluation finding to key property/location level executives. The Consultant must interact with property/location management to review assessment data and must independently recommend strategies and suggestions for improvement
Exercise initiative in formulating improvements in established business procedures. Provide recommendations to the Senior Consultant / Account Administrator to improve consultant tools, worksheets and training materials
Represent the company in important client meetings and interactions. Contribute to building strong client relationships through interactions with clients’ personnel in a professional manner and demonstration of industry and functional knowledge
Attend and contribute to team meetings and conference calls on a regular basis as deemed by the Senior Consultant / Operations Manager
Attend and contribute to client meetings and participate in client programs
Provide important quality-assurance information to clients, and use discretion to determine areas where the quality of the clients’ business operations can be improved
LRA, a Deloitte Business helps our clients protect their brands, deepen their customers’ advocacy, and help to strengthen their reputation through our end-to-end approach to Customer Experience Measurement. Our global capabilities position Deloitte to help our clients minimize the risks to their brand and reputation across their portfolio. Our multi-dimensional strengths across strategy, risk management, and analytics enable tailored design, implementation, and management of solutions that deliver a competitive advantage in customer experience.
Minimum of two to four years of hospitality and/or hotel operations management experience
Ability to analyze and synthesize data
Proficiency with all current Microsoft Office programs and technology, including, but not limited to: iPad / tablet / notebook functionality
Excellent communication skills (written and verbal, in English) with strong analytic and presentation abilities. Regional language capabilities may be required
Ability to work independently and without direct supervision, while adhering to strict deadlines
Must be well-spoken, knowledgeable and able to develop and present examination results in a friendly, empathetic and helpful manner
Must be a skillful and fluid communicator, possessing the flexibility to communicate effectively with each client representative in the style and manner that he or she prefers
Ability to exercise discretion and independent judgment by using industry knowledge and fully comprehending clients’ business models and needs
Must be prepared to travel extensively throughout any region required by the client (100%, 52 weeks per year less available vacation time allotted per year)
Ability to obtain valid passport and/or valid travel documentation is required
Ability to obtain valid driver's license (Americas only)
Must reside in close proximity to a major international airport (< 50 Miles)
Management Operations experience within a hospitality and/or customer service field
Management experience in Hospitality, Tourism industry or BA/BS degree in Hospitality or Business fields
How you’ll grow
At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world
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