Michael Lee Email & Phone Number

Las Vegas, Nv, Us

I manage the daily operations of a luxury hospitality team including casino, wholesale, and digital reservations, as well as call center.

Las Vegas, Nevada, United States

Led guest experience strategy for 3 highly popular resorts on the Las Vegas Strip. Partnered with 46 department heads to provide strategic operational support, drive accountability, and achieve people strategy goals. Leveraged integrated data from multiple platforms to provide root cause analysis, identify service lapses, and develop training programs. Managed all aspects of the service recovery program, oversaw employee recognition incentives, and built meaningful relationships with clients, leaders, frontline employees, and other stakeholders. Executed targeted guest service strategies and handled escalations and other high-level issues.• Drove continuous performance improvement and employee engagement by administering an employee recognition program, including a competitive quarterly award for departments.• Collaborated with high-performing departments through the nomination process while also inspiring low-performers toward future eligibility by nurturing potential.• Achieved significant cost savings by eliminating fraud associated with guest recovery services.• Bolstered soft skills and business acumen from the top down by developing a 4–6-week hybrid training program for hotel management to complete and then implement within their teams.• Developed accountability processes and identified coaching opportunities by analyzing complex data and translating it into actionable information.• Built trust with leaders of low-performing departments by developing them to respond appropriately to negative feedback and engaging them in proactively creating solutions. • Frequently called upon by executive staff to coach teams on service recovery and problem resolution.

Las Vegas, Nevada, United States

Managed operations of a luxury concierge team (30) located in 2 locations and responding to 800–1000 calls daily. Held full responsibility for quality assessment and training, payroll, staffing, scheduling, and discipline. Called upon for additional assignments due to expertise in organizing and interpreting data.• Achieved membership in Les Clefs d’Or (prestigious and exclusive worldwide organization of concierges).• Executed labor analysis and evaluated staffing needs, resulting in cost savings of 5% in variable labor while covering service objectives and minimizing staffing cuts.• Significantly boosted sales by developing a comprehensive accountability report that monitored team and individual performance metrics and identified opportunities for improvement.

Las Vegas, Nevada

Managed operations of a luxury retail concierge team (5). Tapped to lead training initiatives for ARIA Hotel’s high-volume, luxury concierge team (40–50), including developing a training program and materials.• Transformed struggling unit into high-performing team by facilitating inclusion in local concierge associations, delivering targeted training and mentoring, and requiring accountability. • Implemented high-end gift card program resulting in first-year sales of over $300K; held financial oversight to ensure appropriate policies and procedures were developed and executed.• Ensured alignment with ARIA culture and standards by leading new hire concierge training as well as 1:1 coaching and ongoing training for current team members.

Las Vegas, Nevada, United States

Concierge SupervisorEffectively motivated and engaged luxury concierge team transitioning into compliance with Forbes standards. • Successfully implemented Forbes standards, bringing department scoring metrics to a 5-star level, through internal shop program and 1:1 coaching.• Contributed to improving guest satisfaction scores from 86% to 90%.

Las Vegas

My responsibilities as a rotating lead included daily pre-shifts with agents, managing lunches, employee shift assignments, early-outs/daily scheduling, and coordinating departmental deliveries.I was also part of a specialized team chosen to assist with group bookings for leisure and convention guests. As a key employee, I was honored to act as liaison in our ongoing efforts to engage our team with opportunities to donate to the MGM Resorts Foundation. In 2015, I was selected as a line-level employee to participate in a 24-week training course designed to equip, empower and connect current hotel operations managers.

Bachelor Of Science (B.S.) In Business, Marketing

Hotel Operations

- Completed comprehensive 12-week hotel management course - Areas of study included soft skills, business acumen, and employee relations