Michael J. Sharwin

Player Development and Marketing Executive

INFO

WORK EXPERIENCE

Name

Michael J. Sharwin

Address

***** ***** **** *****

Temecula CA 92591

Phone

760-***-****

Email

adcmm4@r.postjobfree.com

http://linkedin.com/in/michael-sharwin-

4019b986

ACCOMPLISMENTS

• #1 Volume Producer

Pala Casino

• Leader of the Quarter

Pala Casino

• Team Member of the Quarter

Agua Caliente Casino

A seasoned business-oriented Player Development and Marketing professional with over 13 years of experience delivering outstanding and ethical service while focusing on bottom-line performance.

Expertise

Exceeding Business Goals and Quotas

Capturing New and Inactive Revenue

Player Development and Tracking

Casino Marketing

o Social Media

o Telemarketing

Add-on Sales and Cross-marketing

Guest Relations and Dispute Resolution

Database and Reservation Management

Database querying, reporting, and analysis

Hotel Reporting and Transactions Reservation Management Systems Executive Casino Host & Player Development Executive Pala Casino Resort Spa, Pala CA (2016-2019)

Responsibilities included:

Bringing in new and inactive guests

Creating and maintaining relations with high-value guests supporting revenue goals

Bringing in $1M in actual or theoretical revenue annually from new and inactive business combined

Producing daily progress reports to Management about marketing goal progress and lists of inactive player contacts

Reporting to CEO and GM about off-property marketing trips

Coordinating on and off-property events with high-value guests

Supervising Executive and Junior Casino Hosts

Developing quarterly budgets

Assisting guests with credit lines, negotiating rebates, and comps

Booking rooms, concerts, and event reservations

Developing social media for the property

Mentoring team members about telemarketing techniques

Training team members to use the Opera Reservation System Michael J. Sharwin 2

VOLUNTEERING

• Martha’s Kitchen

• Feed the Homeless

FUN

• Spending time with my son, wife,

and family

• Hiking

Player Development Casino Host & Casino Operations Agua Caliente Casino Resort Spa, Rancho Mirage CA (2010-2016) Responsibilities included:

Maintaining $4.8M in annual revenue with an 8% annual increase

Securing a minimum of $100K in new business annually through telemarketing, guest referrals, and marketing trips

Identifying and initiating relationships with new guests for enrollment into the Players Club

Coordinating quarterly events for coded players to increase visits and drive new business

Reporting to Director of Player Development about room counts and casino comped guests

Booking rooms, concerts, and event reservations for high-value guests

VIP Guest Service Representative

Agua Caliente Casino Resort Spa, Rancho Mirage CA (2010-2012) Responsibilities included:

Answering multi-line phone system, assisting guests with hotel and restaurant reservations, and ensuring that all VIP guest requests and expectations are met

Ensuring the check in/out process is efficient and flawless supporting our AAA Four and Five Diamond status

Reporting to Casino Hosts about guest eligibility for comps based on casino play

Night Auditor

Agua Caliente Casino Resort Spa, Rancho Mirage CA (2008-2010) Responsibilities included:

Performing quality control checks for accuracy of team members' paperwork, making corrections as necessary

Checking guests in/out and handling their concerns while following AAA Four and Five Diamond standards

Processing and settling credit card transactions, posting charges to guest rooms, and running reports for various departments Front Desk Agent / Night Auditor and Central Reservations Agent Fantasy Spring Resort Casino, Indio CA (2007-2008) Responsibilities included:

Checking guests in/out and handling any of their concerns while adhering to AAA standards

Handling settlement methods of room charges

Ensuring all in-house reservations are error free

Meeting and exceeding reservation quotas through bookings third party reservations with companies such as Travelocity, Expedia and Hotels.com

Organizing and auditing guest registration cards Michael J. Sharwin 3

Central Reservation Agent, Hotel Operations

American Casino and Entertainment, Las Vegas NV (2006-2007) Responsibilities included:

Answering calls and booking rooms, show tickets, restaurant reservations for 4 properties, meeting quotas for calls answered, talk time, and bookings.

Cross-selling sister properties, suite upgrades, restaurant reservations and show tickets to meet and exceed revenue goals

Providing outstanding customer service communicating with the guests with active listening, speaking, and visual queues EDUCATION

College of the Desert, Palm Desert CA

Business Curriculum

Horizon High School, La Quinta, CA

Graduate

COMPUTER SYSTEMS

AS400: Lodging Management System (LMS), Casino Management System (CMS), ACSC, SHOWGATE, ARTS, CRM

Opera Reservations, Patron Management, SuperPlayMate, Genesis Point Redemption, Protabase, Dollars on the Net, OpenTable

Microsoft Office (Windows, Word, Excel, PowerPoint)

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