MICHAEL FERRULLI
Las Vegas,NV
Summary
Accomplished casino marketing and guest relations professional with 15 years of progressive experience in customer service, front desk operations, food and beverage operations, booking all-encompassing casino reservations, relationship building, guest retention, call center issue resolution manager, event creation and presentation, administrative coordinator, project management, and customer service manager within a challenging fast-paced hospitality environment. Recognized for consistently exceeding objectives and meeting established sales and marketing goals, proven to excel at problem-solving, and a dedicated team leader with experience in coordinating multiple operations departments. Successful in strategic planning, logistics, project management, administrative support, and analysis to resolve service issues. Correspondence and collaborator specialist in being the point of contact and liaison for follow-up for group travel and casino guests. Administrative coordinator for casino marketing, driving revenue gains through developing strong relationships and support, revenue management, following policies and operating procedures, and increasing profitability.
Overview
7
7
years of professional experience
Work History
National Casino Marketing Host / Executive Host
M RESORT, SPA, AND CASINO LAS VEGAS
HENDERSON, NV
06.2017 - 01.2021
- Accepted an opportunity to advance in Casino Marketing as National Casino Marketing (NCM) Coordinator. Corresponded and collaborated with newly acquired branch offices in Chicago, Dallas, and Houston, and over 60 Independent Casino Agent companies to provide their clients with superior experiences while visiting M Resort. Built and managed project scopes, plans, and budgets to maximize the efficacy of resources.
- Managed sales that created new gaming revenue streams by adding NCM events to M Resort’s special events. Enhanced each relationship with new branch office guests and new Independent Casino Agents to fill events. Averaged 2 newly developed NCM events per month in 2019 and Q1 of 2020. Evaluated consumer preferences and behaviors, combined with market trends and historical data, to adjust and enhance campaigns.
- Supervised property procedures for NCM Independent Agent contracts through legal and compliance approval, NCM Casino Special Events operations, operational expenses and budget estimates, and group reservation blocks plus air and ground transportation details and expenses. Audited NCM Player account tracking and casino collection reports, and processed Independent Casino Agent and Junket commissions monthly
- Coordinated Casino Reservations and Group Reservations, Front Desk, Transportation and Bell Services, Food and Beverage, Catering and In-Room-Dining, and Casino VIP Services with the M Resort Casino Marketing team and corporate teams at our offices in Las Vegas and Wyomissing, PA.
- Exceeded objectives and metrics for special event attendance, advance hotel reservations, and new player sign-ups. Attracted and developed over 750 new-to-property guests and over 1,200 room nights booked in the first year of the NCM on-property program. Met leaderships’ goals for NCM Player total losses of over $1.2M calculated for year 1 of the program.
- Executive Casino Host; Initial position which brought new business to M Resort via efficient telemarketing and email marketing, managed a book of more than 500 valued casino guests, correspondence for trip and visit requests, plus special event and tournament requests fulfillment, and booked accordingly. Expanded performance objectives from 866k expected value to 1.2M expected value in financial metrics, exceeding quarterly and yearly goals by more than 30% of theoretical and actual metrics established by Player Development leaders. Coached casino marketing hosts in efficient sales and marketing solutions. Used player tracking systems to determine eligibility in order to supervise complementary services, prizes, and events, plus the distribution of complimentary hotel rooms, meals, amenities, and discounts to players based on gaming visit totals.
Senior Specialist
DIAMOND RESORTS INTERNATIONAL
LAS VEGAS, NV
06.2016 - 05.2017
- Managed executive-level issues involving customer questions, complaints, and social media escalation issues through to their resolution. Managed an average of more than 15 calls, 15 emails, and 20 social media escalations per day.
- Reported major incidents to senior management and legal teams, and tracked key performance indicators, responses, and results.
- Attended training programs to deepen professional skillset and assisted in training fellow associates on existing and new training programs.
Player Development Executive
CORONA CASINO MARKETING
LAS VEGAS, NV
02.2016 - 01.2017
- Contacted via email marketing and telemarketing current and potential clients to drive business to Caesars Entertainment properties for this Independent Casino Representative.
- Followed up with trip and visit requests, transportation, food and beverage, and managed bookings accordingly. Planned marketing initiatives and leveraged referral networks to promote business development.
- Managed over 100 valued casino guest accounts, and developed qualified new-to-property casino guests based on previously qualified play.
Director of Player Development
GOLDEN NUGGET HOTEL AND CASINO
LAS VEGAS, NV
05.2015 - 07.2015
- Managed high-value casino guests, including their accounts
- Developed 150 new-to-property and qualified casino guests via email marketing and telemarketing within the first 60 days
- Enhanced business to the Downtown Las Vegas and Lake Charles Louisiana properties by forming strong relationships with valued casino guests.
Executive Casino Host
SLS LAS VEGAS
LAS VEGAS, NV
05.2014 - 04.2015
- Developed one-on-one relationships with premium players and provided exceptional guest service to cultivate and maintain VIP relationships. Managed a book of over 400 qualified new to property casino guests, during the first 9 months after opening via email marketing and telemarketing.
- Exceeded pre-determined goals for actual loss for casino business booked during the first 9 months of production and rated as the top producing domestic host in casino marketing based on booking and player win/loss metrics during that period.
- Compiled reports from call tracking for initiatives to target qualified players.
- Used player tracking system to determine eligibility for complementary services and amenities at the property.
- Used consumer trends and bet-tracking data for profit-increasing opportunities.
- Devoted significant time being visible and available on casino floor to meet and greet guests during individual visits and special events.
Education
BS - Hotel Administration
UNIVERSITY oF NEVADA, LAS VEGAS
Las Vegas, NV06.2003
Skills
- Strong at guest relations and issue resolution
- Sharp interpersonal, decision-making, and critical thinking skills
- Extensive knowledge of Microsoft Word, Excel, and PowerPoint, plus hospitality-related PMS, LMS, and CRM
- Exceptionally detail-oriented with logistics, group events, and financial metrics
- Strong networking and collaboration skills
- Direct marketing understanding plus integrated marketing campaign development
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Timeline
National Casino Marketing Host / Executive Host
M RESORT, SPA, AND CASINO LAS VEGAS
06.2017 - 01.2021
Senior Specialist
DIAMOND RESORTS INTERNATIONAL
06.2016 - 05.2017
Player Development Executive
CORONA CASINO MARKETING
02.2016 - 01.2017
Director of Player Development
GOLDEN NUGGET HOTEL AND CASINO
05.2015 - 07.2015
Executive Casino Host
SLS LAS VEGAS
05.2014 - 04.2015
BS - Hotel Administration
UNIVERSITY oF NEVADA, LAS VEGAS
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