
BIOGRAPHY



I AM
IAN MILBY
I AM
HOSPITALITY
BIOGRAPHY
Ian Milby attended Denver Campus of Johnson and Wales University where he obtained his Bachelor of Science in Hotel and Lodging management, Where he graduated Cum Laude with a impressive 3.52 GPA. Ian is known for being a creative hospitality professional, with strong people skills, writing skills, excellent communication and full of guest services experience. He is a results-driven achiever and effective team leader, with exceptional interpersonal skills. Ian is an exceptionally motivated self-starter and creative problem solver. He works hard and enjoys a challenge. Ian currently is a Front Agent for the Hampton Inn & Suites by Hilton Hotel owned and operated by the Shiva Hotels Corporation in Aurora, Colorado.
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AWARDS & CERTIFICATIONS
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Radisson Yes I Can!™ Training & Certification - 02/2019
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Certified Hospitality Department Trainer (CHDT®) - 02/2019
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Certified in the Heart of Hospitality - A04/2019
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ServSafe Alcohol Training & Certification -06/2018
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ServSafe Allergen Training & Certification - 06/2018
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CAP (Community Awareness Program -Certification - 03/2018
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CVENT Supplier Network Student Certification – 01/2017
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CHIA® Certification, Certification in Hotel Industry Analytics – 12/2018
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American Hotel & Lodging Educational Foundation Scholarship – 08/2017, 08/ 2018
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Boettcher Foundation Scholarship, - 05/ 2016, 05/2017
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CGSP® Certification, Certified Guest Service Professional
–07/2016
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VISIT Denver Convention & Visitors Bureau Scholarship - 06/2015, 06/2016, and 06/2017
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Anschutz Scholars Scholarship - May 2015
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Ian James Wallace Memorial Scholarship - 04/2014
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Johnson & Wales Academic Scholarships– 02/2014
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Colorado DECA, Restaurant & Food Service Management, State Completion – 08/2014
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ProStart Management Competition - 03/2013
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​COMMUNITY SERVICE​
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Pie In The Sky, Project Angel Heart - November 2018
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Project Homeless Connect, Mile High United Way – November 2018
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Food Bank of the Rockies – May 2016 to November 2017
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Denver Rescue Mission – November 2016 to November 2017
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Student Ambassador, Johnson & Wales, Job & Career Fair - 2015 to 2016
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JHOP (Johnson & Wales Hospitality Professionals) - 2014 to 2018
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9News Health Fair Non-Medical Volunteer - 2014 to 2018
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Smoky Hill High School, Thanksgiving Food Drive - 2010 to 2014
PROFESSIONAL EXPERIENCE
Hampton Inn & Suites by Hilton/ Shiva Hotels
Front Desk Agent
03/2022 to Present | Aurora, Colorado USA
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Answers guest inquiries and provided information regarding hotel services and amenities.
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Resolves sources of dissatisfaction and implements processes to prevent future service obstacles.
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Assist guests with check-ins, account inquiries and any additional services needed.
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Responds to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
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Radisson Hotel Group / The Pandey Hotel Corporation
Front Desk Supervisor
03/2021 to 03/2022 | Aurora, Colorado USA
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Supports the smooth running of the front office department, where all aspects of the guest journey and experience are delivered to the highest level.
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Supervises the front office team fostering a culture of growth, development and performance within the department.
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Works proactively to improve guest satisfaction and comfort, delivering a positive and timely response to guest enquiries and problem resolution.
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Builds and maintains effective working relationships with all key stakeholders.
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Radisson Hotel Group / The Pandey Hotel Corporation
Training Facilitator
08/2019 to 03/2021 | Aurora, Colorado USA
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Identifies internal and external training programs to address competency gaps for members of the Guest Services team.
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Facilitates learning through a variety of delivery methods including classroom instruction, Online training, and on-the-job coaching.
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Tracks and reports on training outcomes of the guest service team.
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Organizes, develops or source training programs to meet specific training needs of the guest services team.
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Radisson Hotel Group / The Pandey Hotel Corporation
Guest Services Agent
03/2019 to 08/2019 | Aurora, Colorado USA
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Answers guest inquiries and provided information regarding hotel services and amenities.
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Resolves sources of dissatisfaction and implements processes to prevent future service obstacles.
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Assist guests with check-ins, account inquiries and any additional services needed.
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Responds to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
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Utilizes creativity and effective communication skills to manage guest relations during a 5 day plumbing crisis.
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Took initiative by improving guest experience through creation of new printed marketing materials.
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Assisted local law enforcement to catch a perpetrator of credit card fraud. (He had been responsible for at least $20K in credit card fraud).
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Johnson & Wales University
Office Assistant, College of Hospitality Management
09/2017 to 05/2018 | Denver, Colorado USA
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Conducted administrative duties including greeting students at the front desk, answering phones, and organizing documents.
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Assisted faculty members by coordinating their schedules and quickly completing their administrative requests.
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Answered incoming calls and messages and responded in a professional manner.
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Embassy Suites by Hilton / Dimension Development
Guest Services Representative / Lead Guest Services Trainer
02/ 2017 to 08/ 2017 | Centennial, Colorado USA
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Responded to over 150 check-ins and check-outs on an average AM shift.
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Facilitated the requests of Hilton Honors guests as the hotel’s Hilton Honors Champion.
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Managed a bank daily and posted various charges including marketplace purchases.
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Facilitated the training of new Guest Services Representatives, Guest Service Supervisors, and Night Audits.
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Enhanced the hotel’s emergency and contingency policies & procedures for efficiency and clarification.
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Evaluated and responded to all S.A.L.T. (Satisfaction and Loyalty Tracking) feedback, and guest reviews.
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Johnson & Wales University
Administrative Assistant, Experiential Education & Career Services
02/ 2016 to 02/ 2017 | Denver, Colorado USA
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Assisted the department with daily operations.
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Answered an average of 20 daily incoming calls and responded accordingly exceeding department standards. Coordinated Job Fair & Career Expo even consisting of 100+ employers.
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Assisted faculty members by coordinating their schedules and quickly completing their administrative requests.
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Johnson & Wales University
Administrative Assistant, Career Services
02/ 2016 to 02/ 2017 | Denver, Colorado USA
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Effectively communicated to university guest and internal staff team regarding partnership community events. Provided administrative assistance to faculty and,staff and internal management teams.
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Monitored the appearance and performance of the university's concierge desk through surveys and evaluations.
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