Summary
Overview
Work History
Education
Skills
Timeline
Generic

Cecily Milar

Las Vegas,NV

Summary

Customer-focused hospitality professional dedicated to building long-term loyalty with unparalleled service. Never lets any customer leave unsatisfied and works hard to manage expectations and prevent conflicts. Well-versed in reservation, accounting and hotel management systems.

Overview

22
22
years of professional experience

Work History

Asset Recovery Specialist

Hilton Grand Vacations Club
Las Vegas, NV
03.2024 - Current
  • Assisted with collection efforts by preparing demand letters, initiating phone calls. as needed.
  • Provided regular updates on case progress and outcomes to clients via written reports or verbal presentations.
  • Completed skip tracing to locate individuals responsible for past due balances.
  • Collected payments over telephone, established repayment plans and prepared wire transfers.
  • Reviewed financial status and evaluated discrepancies by assessing account information and activities.
  • Provided friendly and professional assistance to employees, visitors and customers.
  • Developed and maintained filing systems for confidential documents and records.
  • Updated contact lists regularly when changes occur in employee status or contact information.
  • Handled confidential documents in an organized fashion according to established protocol.

Call Transfer Sales and Marketing Agent

Hilton Grand Vacations
Las Vegas, NV
04.2021 - 04.2024
  • Answering inbound calls to sell discounted vacation packages at select destinations to promote Hilton Grand Vacation Resorts.
  • Informing guests of the two hour timeshare presentation they are required to attend to participate in the discounted vacation package.
  • Successfully closed sales deals over the phone while meeting established quotas.
  • Developed strong relationships with customers through friendly conversations.

Front Desk Guest Service Agent

Hilton Grand Vacations at Ocean Tower
Waikoloa, HI
03.2018 - 03.2021
  • Explained hotel policies clearly to customers prior to check-in and check-out.
  • Greeted guests in a friendly and professional manner.
  • Resolved problems related to billing discrepancies between guests and hotels' accounts department.
  • Arranged tours, taxis or restaurant reservations for customers.
  • Answered guest inquiries, recommending shopping, dining or entertainment.
  • Resolved customer complaints in an efficient and timely manner.
  • Processed payments from customers using cash registers or computers.
  • Developed effective working relationships with other departments within the organization.
  • Updated records for all guests staying at the hotel including contact details, number of nights stayed, special requests.
  • Assisted in the check-in process by verifying guest identification, collecting payment, issuing room keys, and providing directions to rooms.
  • Performed daily audits of room availability status reports to ensure accuracy of bookings data.
  • Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
  • Posted room charges for food, liquor and telephone calls based on individual customer actions.
  • Handled high volume of phone calls and routed to proper guest or internal department.

Front Desk Supervisor

Westgate Resorts Las Vegas
Las Vegas, NV
04.2002 - 03.2018
  • Developed training plans for new hires or existing employees needing additional instruction in certain areas.
  • Created weekly schedules for front desk staff according to business needs.
  • Provided guidance and mentorship to junior team members in order to help them develop their skills.
  • Coordinated room assignments by considering guest preferences and special requests whenever possible.
  • Resolved customer complaints promptly and efficiently.
  • Greeted and welcomed guests in a friendly, professional manner.
  • Performed administrative tasks such as filing documents, answering phone calls and emails.
  • Provided support to guests with check-in and check-out procedures.
  • Worked with room service, housekeeping, maintenance and security to meet all guest needs.
  • Corrected guest issues promptly with knowledgeable and friendly service.
  • Balanced hotel accounts at end of each shift.
  • Provided concierge services for guests.
  • Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Delegated work to staff, setting priorities and goals.

Education

High School Diploma -

Hilo High School
Hawaii
06-1991

Skills

  • Loss Mitigation
  • Skip Tracing
  • Legal Compliance
  • Credit analysis
  • Portfolio Management
  • Multitasking
  • Conflict Resolution
  • Time Management
  • Excellent Communication
  • Reliability
  • Goal Setting
  • Problem-Solving
  • Staff Training
  • Effective Communication
  • Teamwork and Collaboration

Timeline

Asset Recovery Specialist

Hilton Grand Vacations Club
03.2024 - Current

Call Transfer Sales and Marketing Agent

Hilton Grand Vacations
04.2021 - 04.2024

Front Desk Guest Service Agent

Hilton Grand Vacations at Ocean Tower
03.2018 - 03.2021

Front Desk Supervisor

Westgate Resorts Las Vegas
04.2002 - 03.2018

High School Diploma -

Hilo High School

Similar Profiles

CREATE PROFILE
Cecily Milar