Summary
Overview
Work History
Education
Skills
Websites
HOSPITALITY- RESORT OPERATIONS EXECUTIVE
Awards
Timeline
Generic

Michelle L. WORLEY

Vineland,NJ

Summary

Grooming Talent and Driving Operational Efficiencies for Growth and Profitability

Overview

28
28
years of professional experience

Work History

Director of Hotel Operations

Tropicana Atlantic City
03.2023 - Current
  • Oversaw daily hotel operations ensuring exceptional guest experiences and service quality.
  • Developed and implemented operational strategies to optimize efficiency across departments.
  • Collaborated with executive team to enhance revenue management and profitability initiatives.
  • Mentored department heads in best practices for staff development and performance improvement.

Director of Hotel Operations

Caesars Palace Hotel And Casino
05.2018 - 03.2023
  • Directed all front-end resort operations with over 230 direct reports across Front Desk, VIP, Inventory Control, Night Audit, Valet (3), Front Services, and Self-Parking Garage.
  • Reinvigorated a stagnant Front Desk Agent Upsell program, yielding 157% increase to revenue per room night and total revenue increase of 158% ($13.8M) from 2017 baseline, record 5-year consecutive company growth.
  • Piloted yield strategy programs to drive record 5-consecutive year company incremental revenue growth from early check-in and late checkout fees; room night increase of 392% and total revenue increase of 322% or $3.3M.
  • Partnered with Corporate Revenue Management to drive and exceed room and occupancy expectations at an internationally acclaimed iconic resort with nearly 40 rooms, suites, penthouses, and villas.
  • Designed and implemented two key leadership roles to support record revenues and first-in-class group and convention hotel service—Hotel Yield & Revenue Optimization Manager, Hotel Operations Manager—Group Ops.
  • Delivered operational efficiencies through cross-functional management teams and reimagined service processes, including elimination of bell desk and valet cashier, reducing wait time and $400K annual labor expense savings.
  • Advocated for/participated in key inventory (Villa) stress-testing ahead of peak seasons such as New Year’s Eve, Formula One Events, Chinese New Year, etc. to ensure product and service perfection for highest profile clients.
  • Drove Las Vegas regional process and communication improvements supporting guest safety, service enhancement, revenues/revenue reporting and team member engagement via SOP design and implementation.
  • Negotiated and maintained vendor contracts for support services leading to enhanced service levels and reliability pertaining to traffic control and improved service and revenue outcomes with Kelly sr. service.
  • Recruited, grew and engaged top talent to support property and company regional assets with promotional opportunities to over 50 hospitality professionals.
  • Grooming talent and demonstrating leadership for increasing room profitability, customer loyalty, service excellence, introducing talent development and employee recognition programs for a 3960-room resort with 21k employees.

Hotel Operations Manager

Caesars Atlantic City (AC), NJ
01.2015 - 01.2018
  • Realized third consecutive year of Best in Market room upsell revenue of $760K and achieved superior performance on multiple metrics for 2017, including Winner of Weekly Service Award.
  • Managed operations of hotel Front Desk, VIP, Valet, Bell, Door, and Self-Park garages.
  • Generated double-digit service shifts across Front Desk in 2017 (10.9%), Bell (16.5%), and Valet (17.4%).
  • Drove lodging revenue-growth of $1.9M favorable to plan (4.9% over plan, 8.7% over prior year, 2017).
  • Steered some day yielding improvement of 172% YOY in full hotel room sellouts for 2017.
  • Ensured recognition for high performing team members; 1 in 4 of Caesars-AC employees awarded Employee/Supervisor of the Month Award in 2017.
  • Provided more than 40 career advancement opportunities amongst direct reporting teams and achieved an annualized turnover reduction of 18.4% in 2017.

Hotel Operations Manager

Caesars and Bally’s Atlantic City, NJ
01.2012 - 01.2015
  • Held dual hotel management of 2 casino hotel Front Office and VIP Registration operations, streamlining processes, fostering a high-performance culture, initiating employee recognition and incentive programs, and implementing cost reductions while driving revenue generating strategies to upsell.
  • Coached all team members for success and initiated recognition and incentive programs for employees, acknowledging Employee of the Month, Total Return Credits, etc.
  • Chosen as second time recipient of Caesars Ent. Leadership development program, The Emerging Leaders’ Summit.

Player Services Manager

Showboat Casino and Hotel Atlantic City, NJ
01.2010 - 01.2012
  • Turned around Player Services with talent development and enhanced customer service across 3 critical VIP client areas—VIP Registration, VIP Player’s lounge Food and Beverage Operations, Hospitality Host Dept-Casino Marketing.
  • Leveraged untapped resources to refurbish the VIP lounge with new furniture and fixtures at zero expense.
  • Introduced budget and cost reduction measures, utilizing Player Services staff to eliminate payroll while improving customer satisfaction by players across the four Caesars Ent. properties in Atlantic City.
  • Maintained the highest percentage shift in customer satisfaction surveys for the entire Caesars Ent. brand.
  • Led the Customer Development Executives, Hospitality Hosts, and VIP Registration staff through two consecutive New Year’s Eve weekends servicing most lucrative players that led to revenue generation in excess of plan.
  • Maintained status of Service Recovery Specialist to the Asst GM, personally handling customer letters that required certain calls and recovery in order to inspire continued customer loyalty.
  • Selected by Asst GM as the creator of Service Recovery and Customer Callback presenter/trainer to all operational and customer facing departments.

Store Manager - Tanger Outlets

STARBUCKS COFFEE COMPANY, Atlantic City, NJ
01.2009 - 01.2010
  • Transformed the worst performing store inside an outlet mall into one of the highest rankings in the region.

Front Office Manager

HARRAH’S ENTERTAINMENT - Harrah’s Resort Atlantic City, NJ
01.1998 - 01.2008
  • 93 Direct Reports, $3M annual expense budget

Player Services Manager

HARRAH’S ENTERTAINMENT - Harrah’s Resort Atlantic City, NJ
01.1998 - 01.2008
  • 45 Direct Reports, $1.5M annual expense budget
  • Positioned Hotel Ops for advancing talent, leading cross-training initiative to improve customer satisfaction.
  • Founded distinction of service for VIP guest registration and Limo operations for grand re-opening in 2002.

Education

Undergraduate studies - Health Sciences

University of Arizona
Tucson, AZ

Undergraduate studies - Economics

Drew University
Madison, NJ

Language and Cultural Study - undefined

Swedish Studies

Federal Mediation and Conciliation Services Collaborative Solutions Training - undefined

Harrah’s Regional Training

Manager Excellence Program - undefined

Harrah’s Regional Training

Train the Trainer Certification Program - undefined

Harrah’s Regional Training

Accelerated Career Enhancement program (ACE) - undefined

Harrah’s Regional Training

Skills

  • MS Office
  • Lodging Mgt System 743
  • Casino Mgt System
  • Saflok
  • Lodge Net
  • Time/Attendance System
  • Showcase
  • InMoment
  • Ivy by GoMoment
  • Luxsell
  • Medallia

Websites

HOSPITALITY- RESORT OPERATIONS EXECUTIVE

  • Exceptional Operations Leader with demonstrated success of over 20 years, propelling the growth and expansion of luxury entertainment-hospitality-resort companies on the east and west coasts.
  • Change Catalyst – innovative in designing process efficiencies and tactical business solutions that are adopted enterprise-wide to improve guest services, reduce operating expenses and increase room revenue by ~400%.
  • Savvy Business Negotiator – assertive in negotiating vendor contracts, resourceful in deploying cross-functional management teams and developing strategic business partnerships to cut expenses and optimize ROI.
  • Brand Ambassador – exude professionalism, executive presence and exemplify the corporate brand, develop trusted and lasting relationships with business partners, corporate executives, and team members.
  • Talent Developer – value and recognize the contributions of employees, initiated enterprise-wide recognition and reward programs, and personally coached and groomed high potential employees for leadership roles.
  • Culture Builder – build a consistent employee culture grounded in values of open communication, employee engagement and high performance, improving guest experience and high employee morale and retention.
  • Exceptional Communicator – instrumental in writing SOPs, developing/launching training programs, delivering persuasive recommendations; spokesperson to guests in satisfactorily resolving issues and engendering loyalty.
  • Recognized for Service Excellence – Multi-Chairman’s Awards and Award for Excellence in Innovation

Awards

Caesars Award of Excellence – Innovation, Caesars Palace Las Vegas, NV, Chairman’s Award – Leadership, Caesars Ent Property and Eastern Division, Bally’s Atlantic City, NJ, Emerging Leader’s Summit-Eastern Division, General Manager Nomination, Harrah’s Resort Atlantic City, NJ, Chairman’s Award – Superior Team Results, Harrah’s Resort Atlantic City, NJ

Timeline

Director of Hotel Operations

Tropicana Atlantic City
03.2023 - Current

Director of Hotel Operations

Caesars Palace Hotel And Casino
05.2018 - 03.2023

Hotel Operations Manager

Caesars Atlantic City (AC), NJ
01.2015 - 01.2018

Hotel Operations Manager

Caesars and Bally’s Atlantic City, NJ
01.2012 - 01.2015

Player Services Manager

Showboat Casino and Hotel Atlantic City, NJ
01.2010 - 01.2012

Store Manager - Tanger Outlets

STARBUCKS COFFEE COMPANY, Atlantic City, NJ
01.2009 - 01.2010

Front Office Manager

HARRAH’S ENTERTAINMENT - Harrah’s Resort Atlantic City, NJ
01.1998 - 01.2008

Player Services Manager

HARRAH’S ENTERTAINMENT - Harrah’s Resort Atlantic City, NJ
01.1998 - 01.2008

Undergraduate studies - Economics

Drew University

Language and Cultural Study - undefined

Swedish Studies

Federal Mediation and Conciliation Services Collaborative Solutions Training - undefined

Harrah’s Regional Training

Manager Excellence Program - undefined

Harrah’s Regional Training

Train the Trainer Certification Program - undefined

Harrah’s Regional Training

Accelerated Career Enhancement program (ACE) - undefined

Harrah’s Regional Training

Undergraduate studies - Health Sciences

University of Arizona

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Michelle L. WORLEY