Principal Associate, Airport Lounge Specialist (On-Site: LGA) - Capital One : Job Details

As a member of the Capital One Airport Lounge division, you will be a part of a dynamic and growing team that manages the end-to-end operations of the Capital One Airport Lounges. In this new role, you will lead a strategic business initiative that impacts thousands of customer experiences every day. As a successful candidate, you will be an excellent communicator, excel in relationship management, and have a high standard for customer service. You will work with smart, talented people who will challenge you to be your best every day and reward you for your passion and your achievements. In this role, you will be responsible for one of Capital One's existing or opening lounge location (LGA).

General Responsibilities:

• Oversees day-to-day operations of an Airport Lounge location and ensures the highest level of guest satisfaction and service standards
• Monitors guest feedback and satisfaction metrics, implementing improvement initiatives based on trends
• Monitors financial performance and identifies strategies to increase efficiencies
• Develops and implements policies, procedures and standards to enhance guest satisfaction and streamline operations
• Maintains relationships with vendors, suppliers and partners to ensure quality products and services
• Handles quality controls issues and resolves complaints or issues promptly
• Ensures a high level of customer service by leading and motivating the hospitality team
• Builds, manages, implements and executes project operation plans and standard operating procedures
• Conducts regular meetings with the project operations team. Documents progress and reports to stakeholders on project status
• Exhibits a proven track record of hospitality management and the ability to quickly put structure in place to manage the project work
• Partners with operations teams to provide strategic and tactical thought partnership to effectively drive project work
• Identifies ways to improve and streamline business and operations processes
• Demonstrates outstanding communication, team orientation, and organization, while also possessing relationship management expertise, influencing capabilities, and problem solving
• Adapts quickly to changing environments and operational demands
• Displays strong consulting and problem solving skills to improve the operation's position, drive innovation, and increase efficiency
• Serves as the voice of the customer, elevating and documenting in-person guest experience related procedures
• Works on medium to large-scale complex, cross-departmental projects that have a direct impact on the company
• Forges relationships with key stakeholders and third party operators to ensure delivery of programmatic commitments and standards
• Demonstrates ability to improve processes and deliver well managed and scalable solutions and intent resulting in flawless and sustainable execution

Role Expectations:

• This is an on-site, in-person role at the Capital One Airport Lounge at LGA, located in LaGuardia Airport.
• Note - this is a Client Facing, Operations Oversight role. The expectation is for this candidate to be physically present in the operations (airport lounge) 4 to 5 days a week. Candidates will have the opportunity for flexible working hours and shifts. Candidates will be expected to work select evenings and weekends.
• Travel may be required (