Michael Graziosa

Hospitality and customer service professional with 25+ years of experience supporting guests, clients, and partners in high-volume environments including hotels, live entertainment venues, and ticketing operations. Recognized for outstanding customer service, calm problem-solving, and relationship management with hospitality partners, professional sports organizations, and NCAA affiliates. Proven ability to deliver exceptional guest experiences, collaborate across departments, and represent organizations with professionalism and discretion.

Director of North East Operations - BMR Group Co / Optimal Ticketing Inc. - New York, NY

(2015-01 - 2025-01)

• Delivered front-line customer service in a high-volume, fast-paced live entertainment environment.
• Managed relationships with professional sports teams and NCAA organizations to support ticketing and hospitality requirements.
• Built long-term relationships with repeat clients through dependable service and clear communication.
• Consistently represented the organization with professionalism and strong attention to detail.

Customer Service Specialist - Madison Square Garden - New York, NY

(2013-01 - 2015-01)

Delivered front-line customer service in a high-volume, fast-paced live entertainment environment.

• Assisted guests with ticketing, seating, accessibility needs, and event-related inquiries.
• Resolved customer concerns professionally and efficiently while maintaining a positive guest experience.
• Worked collaboratively with box office, security, and operations teams to ensure smooth event execution.
• Recognized with an internal award for Outstanding Customer Service of the Year.

Senior Sales & Customer Relations Manager - Americana Tickets NY - New York, NY

(1999-01 - 2012-01)

• Created and managed a highly successful concierge division, serving as liaison between area hotels and ticketing operations to acquire event tickets for hotel guests.
• Delivered personalized service to hospitality clients, corporate partners, and individual customers, generating strong repeat business.
• Supported daily operations including order processing, issue resolution, and inventory coordination.

General Manager, Rooms Division - Garden City Hotel - Garden City, NY

(1989-01 - 1999-01)

• Managed daily operations for a four-diamond hotel.
• Led and supported a large hospitality staff with a focus on service excellence.
• Ensured guest satisfaction through attentive service, problem resolution, and team coordination.

Bachelor of Arts - Psychology - State University of New York at New Paltz

Associate in Applied Science - Hotel Management Technology - Nassau Community College