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Capital One Principal Associate Airport Lounge Specialist On-Site JFK United States, New York, New York 825835512
General Responsibilities:
As a Principal Associate, Airport Lounge Specialist you will:
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
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 the Capital One Airport Lounge at JFK, located in John F. Kennedy International 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 (<15%)
Basic Qualifications:
High School Diploma, GED or equivalent certification
At least 4 years of experience in Hospitality Management
Preferred Qualifications:
Bachelor's Degree
5+ years in Hospitality Industry on a management level
2+ years of Project Management experience
1+ years of People Management experience
. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
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 . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
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