Gretchen Latimer Duryea
Springfield
Summary
Experienced in front desk management including guest check-ins, reservations, and administrative support. Utilizing effective communication and organizational skills to enhance guest satisfaction. Proven track record of maintaining a professional and welcoming front desk environment.
Overview
14
14
years of professional experience
Work History
Front Desk Associate
Pat Jones YMCA
08.2021 - Current
- Organized front desk area to maintain a professional and welcoming appearance for guests.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained cleanliness and organization of front desk area.
- Developed strong rapport with returning guests through attentive service and personalized interactions.
- Answered guest questions and offered referrals to local points of interest.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Collaborated with team members to ensure seamless operations during peak hours or staff shortages.
Front Office Receptionist
The Salvation Army
10.2019 - 04.2021
- Reduced wait times for callers, promptly answering phone lines and directing calls as needed.
- Maintained clean reception area to promote positive, professional environment for clients.
- Maintained a high level of professionalism while handling sensitive customer information, ensuring privacy and confidentiality.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Collaborated with team members for smooth workflow, supporting colleagues during peak hours or absences.
- Assisted management with administrative tasks such as data entry, filing, and report generation as required.
Retail Sales Associate Cashier
Kohl's
08.2017 - 10.2019
- Maintained a clean and organized store environment, contributing to a positive customer experience.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled high volume transactions during peak periods without compromising service quality or accuracy.
- Operated POS terminals and cash drawer balancing.
- Demonstrated adaptability by working various roles as needed including cashiering, stocking shelves, or assisting in the fitting room area.
- Assisted customers by answering questions and fulfilling requests.
- Streamlined checkout process for customers, reducing wait times and enhancing overall shopping experience.
- Increased customer satisfaction by providing exceptional service and addressing shopper inquiries.
Housekeeper
Hampton Inn by Hilton
02.2016 - 07.2017
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Upheld high standards of sanitation in common areas, contributing to an inviting atmosphere for guests.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Maximized efficiency of housekeeping operations through effective communication with team members and supervisors.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Enhanced guest satisfaction by ensuring thorough cleaning and timely room turnovers.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Ensured all rooms met hotel cleanliness standards by conducting regular inspections and addressing any issues promptly.
- Dusted picture frames and wall hangings with cloth.
- Adhered to professional house cleaning checklist.
- Streamlined laundry operations, sorting and treating items according to fabric care specifications.
Cashier
Lowe's
06.2011 - 12.2016
- Providing friendly customer service, greeting and acknowledging every customer
- Accurately and efficiently ring on registers, and accurately maintain all cash and media at the registers
- Communicate customer requests to management
- Enter all media from register into the tally program
- Maintain orderly appearance of register area and keep supplies stocked
- Keeping areas of departments zoned and clean
- As well as help maintain bathrooms clean and stocked
Education
Associate in Science (AS) - Computer Information Systems
Ozarks Technical Community College
Springfield, MOHigh school or equivalent -
Logan-Rogersville High School
Rogersville, MOSkills
- Effective Time Management
- Analytical Problem-Solving
- Active Listening
- Customer Engagement
- Appointment Coordination
- Credit Card Processing
- Document Organization
- Administrative Support
- Conflict Resolution
- Accurate Drawer Balancing
- Administrative Front Desk Support
- Cash Management
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Front Desk Associate
Pat Jones YMCA
08.2021 - Current
Front Office Receptionist
The Salvation Army
10.2019 - 04.2021
Retail Sales Associate Cashier
Kohl's
08.2017 - 10.2019
Housekeeper
Hampton Inn by Hilton
02.2016 - 07.2017
Cashier
Lowe's
06.2011 - 12.2016
Associate in Science (AS) - Computer Information Systems
Ozarks Technical Community College
High school or equivalent -
Logan-Rogersville High School
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