Principal Associate, Airport Lounge Specialist (On-Site: LAS)

Las Vegas NV (80007), United States of America, Las Vegas, Nevada
Principal Associate, Airport Lounge Specialist (On-Site: LAS)
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: Harry Reid International Airport - Las Vegas).
General Responsibilities:
As a Principal Associate, Airport Lounge Specialist 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: LAS)
• 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 . 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.
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