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Michael Fay E-mail: [email protected]
2016
Dear Hiring Manager:
I would like to interview for the position of __________. I am an individual who has the educational credentials balanced with over seventeen years of demonstrated practical hands-on experience in the hospitality industry.
My goal is to obtain a key leadership position in a progressive, growth oriented company where I will be afforded the opportunity to apply all of my education, my interpersonal skills and my perseverance to help enhance its growth and success. Above all, I want to make a difference, lead positive change, and cultivate outstanding results. I am a leader who strives to be the best in business and brand. I have always believed in being a “role model” for my employees and my peers, leading by example.
Currently I am the Slot Manager at the JACK Cincinnati property, which used to be a Caesar’s property. In my current role, I am working on building my gaming experience in the casino and a better understanding of how the gaming side of the business works. I carry a second level (K) gaming license in Ohio which holds a greater amount of responsibility and compliance. Based on my performance at the Horseshoe Hammond property for five years, I was recruited to be part of the management team which oversaw the opening of the casino here in Cincinnati, Ohio. In my first role as Casino Services Manager, I was responsible for 200 employees in nine job classes. The departments I managed included Beverage, Slot Operations and Valet Parking. Prior to transferring to Cincinnati, I worked at the Hammond, Indiana property for five years. I was recruited into Caesar’s Entertainment Horseshoe property from the University of Central Florida’s Rosen College of Hospitality Management via the C.A.M.P. (M.I.T.) program in 2008. During my 5 years at Hammond I earned promotions through several leadership roles. (I received my first promotion to shift manager only 10 months into the job). My roles included oversight of nearly 200 employees, seven job classes, and pilot technologies. My department received top company ranking for beverage sales. I also became known as a manager who successfully turned around underperforming departments. Therefore, upon the request from the Assistant General Manager, my last assignment in Hammond was to manage two departments that were struggling at the time: Buffet and VIP Lounge, which consisted of six supervisors and around 80 employees. In 7 months I was able to turn these departments around and boost their service scores. I also created a program of selling wine in the Buffet and was able to show an increase in revenue of 400% compared to the year before. Prior to joining Caesars Entertainment, I gained experience in the restaurant business spanning nine years and including a progression of positions from trainer, to corporate trainer and supervisor.
While at The Rosen School I acquired a broad and diverse education in such areas as marketing, human resources, accounting, finance, event industry, food and beverage, leadership, guest services, timeshares and resorts, communications, tourism, meetings, and lodging. I am a member of the National Honor’s Society. At Caesar’s Entertainment/ Horseshoe I have been honored with three Chairman’s Award nominations for leadership and won on the fourth nomination that led all the way to the corporate finals I’ve grown a deep sense of loyalty and commitment to the Caesars and JACK organizations over the past 8 years.
If after you review my qualifications, you think that there is a fit to the position, I would appreciate the opportunity to meet with you and be able to discuss with you in more details how I could make a strong contribution to your team. I have also enclosed my resume for your review.
Sincerely, Michael Fay
Michael Fay E-mail: [email protected]
CAREER GOALS and OBJECTIVE:
I want to provide my customers with a truly memorable entertainment experience by applying my passion and acquired knowledge. To achieve this goal, I want to continue to mentor others, instill in them the same quest for excellence while teaching them to be outstanding leaders. By meeting these goals and objectives I will enhance my company’s profitable growth while achieving personal recognition and advancement.
EDUCATION:Bachelor in Science Degree in Hospitality ManagementUniversity of Central Florida – The Rosen School, Orlando, FloridaNational Honor’s SocietySoftware Knowledge: Microsoft Office, CMS, SDS, SSDS, MICROS, ALOHA, Beverage on Demand, Iapp –Beverage Service, Stratten Warren, Watson, Avero, MyMICROS, Ariba
AWARDS:Leadership of Distinction Q2-2009Legends Club Nomination Q3-2014Chairman’s Award 2014 Chairman’s Award nominee: 2009, 2010, 2011
EMPLOYMENT:
July 2008 – Present Caesar’s Entertainment (Horseshoe Casino) – Hammond, Indiana & Cincinnati, OhioBeverage Supervisor – July 2008 to May 2009 (C.A.M.P. Program)- Responsible for a department of 200 employees in 7 job classes with 14 supervisors- After just one week into my new job, I was given the responsibility for opening of a new casino complex, which was an addition to the property, containing over 3,000 slot machines, 185 table games, and 34 poker tables. The project was completed successfully and on time.- In recognition of my performance, I was promoted in 10 months to supervisor.- Given additional responsibility for organizing banquets. Highlight: oversaw the organization and supervision of a concert for over 3,000 attendees.
Beverage Shift Manager – May 2009 to March 2012- Responsible for a department of 200 in 7 job classes.- Recognized as a leader with a professional expertise of bar operations including: service wells, LDS Systems, and BOH areas. - Participated in a team with other department managers to increase service scores which resulted in higher monthly revenues.- Led beverage department to double digit reductions in service failures earning management recognition as the most improved service department on the property in 2011.- Participated in 5 kaizen events. Served as department leader in 3 of the events (2011, 2012).
Michael Fay E-mail: [email protected]
Restaurant Manager (Buffet and VIP Lounge) – March 2012 to December 2012- Responsible for management of two departments consisting of 80 employees in 4 job classes and 6 supervisors.- Requested by General Manager to take over the leadership of the department because of its low scores and morale problems. Within 7 months turned around the performance of the department through positive leadership and employee training thus raising morale and performance. - Created and implemented a new incentive program which led to a substantial rise in wine revenues.
Casino Services Manager (Beverage, Slots, Valet) – December 2012 to January 2015- Part of a management team tasked with the opening of a new casino in Cincinnati, OH. Involved in staffing, the development of organizational structure and initial set up of the new property.- After the opening, given responsibility for the management of three departments consisting of 200 employees in nine classes with 18 supervisors, 6 dual rate supervisors, and 3 leads.- Led the creation of a successful new Beverage department with over 100 employees with 7 job classes.- The department received top scores/ranks in its first year of operation and was recognized as #1 in the company for wait-time for 8 weeks straight.- Managed “key” business departments; responsible for hiring, training, supervision of staff, supervisors and managers.- Through our management team’s leadership, the new casino achieved record breaking service scores in its first year of operation (2013).- Volunteered to organize company events for holidays, HR days, rallies, community and other property related events.
Slot Operations Manager – January 2015 to Present- Department Manager overseeing all FOH slot operations (close to 2,000 machines on the floor)- Oversee 70+ employees which consist of Slot Attendants, Valet Attendants, Leads, Dual Rate Supervisors, Supervisors and an Assistant Manager- Work closely with Compliance to stay within Ohio laws, rules, and regulations.- Focus on daily financials and how the floor operates; Focus on meeting daily targets- During a short period of time, we were able to lift the scores out of a low ranking (20s) and into the top 10 and then into the top 5 for the company in all service areas. Also achieving #1 rank four weeks in a row in one of the service areas.- Continuous improvement of processes; worked on and implemented a new jackpot process that helped wait time and revenue.- Found several ways to incent the team through metrics, scores and programs.- Learned to be more efficient by controlling labor and costs.- Continually learn and grow as a Slot Manager, working with Performance to enhance my education of casino gaming.
May 2005 – June 2008 Café D’Antonio’s Italian Restaurant – Celebration, FLUpscale authentic Italian cuisine, with gourmet dishes prepared fresh daily. Had the opportunity to serve and interact with high level clientele in a very exclusive town first created by Disney. During my 3 years there, I dealt with a clientele who had very high expectation for food quality and outstanding service. I also managed special events and parties on a weekly basis. This was a great opportunity for me to become knowledgeable with the world of catering.
Michael Fay E-mail: [email protected]
Trainer, Server- Trained new servers, demonstrated and upheld a high level of service standards. Bartended during day.- Implemented and practiced Servsafe principles. - Tasked and empowered to handle guest issues/conflicts. - Trained new servers. Emphasized the high importance of customer service as well as other high standard requirements for the restaurant.
April 2002 – May 2005 Planet Hollywood – Orlando, FLSupervisor, Senior Trainer, Server- Key manager running the floor, training leader. Gained experience in high volume traffic and entertainment. - Appointed to be the training leader. Taught classes to new hires in Servsafe and Service Standards- Managed training schedule.- Served tables in an exclusive Downtown Disney restaurant seating 500 people at one time.
REFERENCES - Furnished upon request
