Principal Project Manager
3 weeks ago
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 standardsMonitors guest feedback and satisfaction metrics, implementing improvement initiatives based on trendsMonitors financial performance and identifies strategies to increase efficienciesDevelops and implements policies, procedures and standards to enhance guest satisfaction and streamline operationsMaintains relationships with vendors, suppliers and partners to ensure quality products and servicesHandles quality controls issues and resolves complaints or issues promptlyEnsures a high level of customer service by leading and motivating the hospitality teamPlans, 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 statusExhibits a proven track record of hospitality management and the ability to quickly put structure in place to manage the project workPartners with operations teams to provide strategic and tactical thought partnership to effectively drive project workIdentifies ways to improve and streamline business and operations processesDemonstrates outstanding communication, team orientation, and organization, while also possessing relationship management expertise, influencing capabilities, and problem solvingAdapts quickly to changing environments and operational demands while driving operational efficienciesDisplays strong consulting and problem solving skills to improve the operation's position, drive innovation, and increase efficiencyManages relationships with third party operations partners to ensure desired intent is executedServes as the voice of the customer and champion elevating and documenting in-person guest experience related proceduresWorks on medium to large-scale complex, cross-departmental projects that have a direct impact on the companyForges relationships with key stakeholders to ensure delivery of programmatic commitmentsDemonstrates 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 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 (
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