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Center 1 (19052), United States of America, McLean, VirginiaPrincipal Project Manager - Airport Lounge (On-Site: DCA)Capital One, a Fortune 500 company and one of the nation’s top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation’s great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company – and a great place to work.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 locations (Onsite location: DCA). General Responsibilities: As a Principal Associate, Project Manager you will:
Oversees day-to-day operations of an Airport Lounge location and ensure 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
Plans, designs, manages and executes project operations plans. This activity includes management through planning, implementation and execution.
Conducts regular meetings with the project operations team. Document progress and report 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 while driving operational efficiencies
Displays strong consulting and problem solving skills to improve the operation's position, drive innovation, and increase efficiency
Manages relationships with third party operations partners to ensure desired intent is executed
Serves as the voice of the customer and champion 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 to ensure delivery of programmatic commitments
Demonstrates ability to improve processes and deliver well managed and scalable solutions and intent resulting in flawless and sustainable execution
An associate whose role requires them to be out in the field for sales, customer or site visits on a regular basis.Role Expectations:
This is an on-site, in-person role at one of the Capital One Airport Lounges (Location: DCA)
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.
Travel may be required (<10%)
Basic Qualifications:
High School Diploma, GED or equivalent certification
At least 4 years of experience in Hospitality Management
Preferred Qualifications:
College Degree
5+ years in Hospitality Industry on a management level
2+ years of Project Management experience
1+ years of People Management experience
At this time, Capital One will not sponsor a new applicant for employment authorization for this position. Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website (https://www.capitalonecareers.com/benefits) . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
