Deloitte US

Business Solution Advisor (Consultant) – Brand Operations Services

Deloitte’s Brand Operations Services is looking for experienced hospitality and customer service professionals with excellent communication skills, judgment, and analytical abilities to execute consultative, quality assurance visits for various, assigned clients. This is an excellent opportunity for professionals who are well versed in hotel operations to use their industry experience to lead discussions and recommendations with clients on business priorities in a friendly, helpful and professional manner.

In this role, the Business Solution Advisor will conduct quality assurance visits and contribute in the areas of team support, training, and account management as required by their assigned clients. The individual will conduct client site evaluations. During the visit, the Business Solution Advisor will develop and deliver important summary presentations of evaluation findings and recommendations to key client executives. Client locations and visit type are determined by the client.

The Business Solution Advisor may also be a key player in developing and, at times, leading client trainings for new hires and periodically throughout the client program.

Our business goal is to offer clients information and feedback regarding their brand and cleanliness standards, as well as customers’ experience.  The Business Solution Advisor is responsible for contributing to the development of, as well as providing, this high-level advice and these recommendations to clients and providing support through account management.

Project Details & Requirements:

Client Execution:

• Conduct quality assurance consultative visits to meet the unique expectations and program requirements of the assigned client. 
  • Business Solution Advisor will be well versed on the assigned client’s specific examination requirements, details to execute the customer experience program, client culture/nomenclature, client resources and the methods and procedures designed by the Deloitte business.
  • Develop and produce accurate and consistent consultations both verbally and through written reports in English.
  • Create narrative summaries describing observations and connecting the guest experience to client-provided brand expectations.
  • Exercise high level of judgment in evaluating the clients’ business operations and service at an individual property level for multiple brands within varying service segment tiers, identifying areas of improvement and determining how to best communicate findings and recommendations directly to the client
  • Develop and deliver meaningful, accurate summary presentations to key property level executives, which connect the observations of the visit to the culture and standards of each of the client’s specific brands, helping to identify gaps in performance to improve the branded guest experience.
• The Business Solution Advisor must interact with property management to review assessment data and independently recommend strategies and suggestions for improvement while maintaining an environment of learning for the client. This includes:
  • Providing important quality-assurance information to clients and use discretion to determine areas where the quality of the clients’ business operations can be improved as required by their program.
  • Exercising initiative in formulating improvements in established business procedures during the visit.
• Develop immediate rapport with the client’s property-level leadership throughout the visit to establish a level trust when delivering consultative feedback
• Attend, and at times help lead team meetings and conference calls as required to meet client project requirements.
• Must be able to travel to client site (both driving and air travel) as required by the client. Overnight stays will be required.

The successful Business Solution Advisor will possess:

• Excellent command of English language (clearly speaking, reading comprehension, and writing) with strong analytic and presentation abilities.
  • Skillful and fluid communication skills possessing the flexibility to communicate effectively with each client representative in the style and manner that they prefer.
• Ability to work independently and without direct supervision, while adhering to strict deadlines.
• Ability to analyze and synthesize data.
• Ability to exercise discretion and independent judgment by using industry knowledge and fully comprehending clients’ business models and needs. 
• Ability to be cross-trained and execute across multiple clients at the same time.

Basic Qualifications:

• 2+ year experience in customer service, training, operations, or related field
• Proficiency with all current technology and Microsoft Office programs, including, but not limited to:
  • iPad / tablet / notebook / smartphone functionality
    • Comfortable with both android and apple systems
    • Ability to download and interact with mobile applications
    • Comfortable utilizing tablet as extra display for laptop
  • Laptop functionality
    • Video conferencing software (i.e. Zoom)
    • Ability to utilize multiple web applications (at least 3) at one time
  • Microsoft Teams
• Experience with developing and leading trainings for both individual and small teams.
• Must be able to travel 100% to client site (both driving and air travel) as required by the client. Overnight stays will be required
• Ability to obtain valid US driver's license with no restrictions.
• Must reside within reach of client sites within a 4-hour driving radius or major airport hub.
• Ability to obtain valid passport and/or valid travel documentation is required.
  
  

Preferred Qualifications:

• Bachelor’s Degree in Hospitality Business, Hotel/Restaurant Management, Tourism or equivalent experience strongly preferred.
• Hospitality management and/or hotel operations management experience.