Operational Excellence Manager- Capital One Lounges - USA

Operational Excellence Manager- Capital One Lounges - USA

The Operational Excellence Manager is a key member of the Airport Center of Excellence (ACE) team, supporting exceptional and consistent experiences across the Capital One Lounge portfolio. This highly visible role partners with lounge leaders and operational teams to strengthen service delivery, develop talent, support business continuity, and drive operational excellence.

This role is ideal for a hospitality professional who thrives in dynamic environments, enjoys coaching and developing teams, and can build strong partnerships across multiple locations.

What You'll Do

Operational Leadership & Support

• Provide interim leadership during transitions, staffing gaps, leaves, and periods of increased business demand.
• Support new lounge openings, operational transitions, and strategic initiatives.
• Partner with lounge, district, and corporate leaders to execute operational priorities.
• Share best practices and help teams resolve operational challenges.

Training & Development

• Lead training focused on hospitality, culinary standards, service, safety, and operational procedures.
• Coach managers and frontline teams to strengthen performance, engagement, development, and retention.
• Support onboarding and development of new leaders.
• Promote a culture of learning and continuous improvement.

Quality, Compliance & Guest Experience

• Conduct operational assessments and audits to ensure standards are consistently achieved.
• Identify improvement opportunities and help teams implement sustainable solutions.
• Support food safety, sanitation, security, labor, and company compliance requirements.
• Champion personalized service and memorable guest experiences.

Multi-Unit Collaboration

• Collaborate with leaders across airport locations to promote consistency and operational effectiveness.
• Support company initiatives, reporting requirements, and key business metrics.
• Serve as a trusted resource for problem-solving and business continuity.
• Build strong relationships that encourage communication and alignment.

What We're Looking For

Required Qualifications

• Hospitality leadership experience in airport lounges, hotels, restaurants, private clubs, premium foodservice, or similar environments.
• Experience supporting multiple locations, business units, or operational teams.
• Proven success in training, coaching, operational improvement, or quality assurance.
• Strong knowledge of guest service and operational excellence.
• Financial and business acumen, including labor, food, and operational cost management.
• Excellent communication, presentation, organization, and relationship-building skills.
• Ability to influence stakeholders and adapt to changing priorities in fast-paced environments.

Preferred Qualifications

• Bachelor's degree in Hospitality Management, Business, related field, or equivalent professional experience.
• Luxury hospitality, premium guest service, or airport lounge experience.
• Experience with new openings, transition management, task force assignments, or business turnarounds.
• Background in executive dining, private clubs, luxury hotels, or upscale restaurants.

Travel Requirements

• Ability to travel extensively, approximately 70% of the time.
• Support locations including LAS, DFW, DCA, IAD, LGA, and JFK.
• Ability to obtain and maintain required airport security credentials.

Associates at Flik Hospitality are offered many fantastic benefits.

• Medical
• Dental
• Vision
• Life Insurance/AD
• Disability Insurance
• Retirement Plan
• Paid Time Off
• Holiday Time Off (varies by site/state)
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
• Paid Parental Leave
• Personal Leave

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information.

https://www.compass-usa.com/wp-content/uploads/2023/08/2023_WageTransparency_FlikHospitality.pdf

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act.

Certain positions may require Florida Level 2 background screening. Details: https://info.flclearinghouse.com/

Applications are accepted on an ongoing basis.

Flik maintains a drug-free workplace.

Req ID: 1575708

Flik Hospitality Group

JoEtta Barnes