Principal Project Manager - Airport Lounge (On-Site: DEN)

Recruiting: Sales - CO - Denver, United States of America, Denver, Colorado

Principal Project Manager - Airport Lounge (On-Site: DEN)

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: Denver International Airport).

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: DEN)

• Note - this is a Client Facing, Operations Oversight role. The expectation is for this