Gena Dunfee
Calera,OK
Summary
Friendly candidate with passion for providing excellent customer service and facilitating guest satisfaction. Hardworking and flexible individual takes reservations, assigns rooms and handles payments. Outstanding multitasker with in-depth knowledge of travel planning software. Reliable professional, well-versed in assisting guests with check-in, check-out and billing services. Smart individual with combined organizational skills and polished customer service style. Promptly addresses various questions and concerns from customers to facilitate positive guest experience and repeat business.
Overview
30
30
years of professional experience
4
4
years of post-secondary education
Work History
Hotel Night Auditor
Highgate Hotels
Durant, OK
12.2022 - Current
- Set up and entered financial data into spreadsheets using Microsoft Excel.
- Balanced hotel accounts and resolved discrepancies.
- Kept accounts in balance and ran daily reports to verify totals.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
- Updated customer accounts with add-on room charges, minibar use, and room service bills.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Entered and updated sensitive customer information during check-ins and room changes.
- Generated and printed daily financial reports to track hotel performance.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Developed and maintained positive relationships with guests for satisfaction.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Trained new staff members in customer service techniques and hotel operations.
Cashier
Harbor Freight
Durant, OK
06.2022 - 09.2022
- Worked closely with shift manager to solve problems and handle customer concerns.
- Greeted customers entering store and responded promptly to customer needs.
- Addressed customer needs and made product recommendations to increase sales.
- Worked flexible schedule and extra shifts to meet business needs.
- Restocked and organized merchandise in front lanes.
- Helped customers complete purchases, locate items, and join reward programs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Welcomed customers and helped determine their needs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Built relationships with customers to encourage repeat business.
- Stocked, tagged and displayed merchandise as required.
- Worked with floor team and managers to meet wide range of customer needs.
- Learned duties for various positions and provided backup at key times.
- Kept cash wrap stocked, products faced and shelving free of misplaced items or trash.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Used POS system to enter orders, process payments and issue receipts.
- Processed refunds and exchanges in accordance with company policy.
Pro Services Cashier
Lowes Home Improvment
Durant, OK
07.2020 - 04.2022
- Collaborated with sales floor maintenance personnel to quickly address health and sanitation issues.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
- Performed end-of-shift cashout operations according to store policies, maintaining accurate counts and receipt records.
- Managed merchandise returns and exchanges by closely checking items and receipts to assess eligibility and make accurate processing decisions.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers by answering questions and fulfilling requests.
- Provided warranty information to customers purchasing covered items and services.
- Operated POS terminals and cash drawer balancing.
- Processed credit card and debit payments via Type systems, providing accurate charges and credits.
- Connected with customers to support positive transaction experiences and address service concerns.
- Learned duties for various positions and provided backup at key times.
- Processed refunds and exchanges in accordance with company policy.
- Used POS system to enter orders, process payments and issue receipts.
- Kept cash wrap stocked, products faced and shelving free of misplaced items or trash.
- Monitored self-checkout systems and provided help in resolving complex problems.
- Handled cash with high accuracy and took care to check bills for fraud.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Worked with floor team and managers to meet wide range of customer needs.
Professional Educator
Sam Rayburn High School
Ivanhoe, TX
08.1993 - 06.2019
- Developed and implemented engaging lesson plans to keep learner attention.
- Built relationships and communicated with parents to provide best learning environment for children.
- Chose materials and developed lesson plans to enhance skills for individual students.
- Collaborated with administrators to develop school-wide initiatives to promote academic excellence.
- Replenished classroom supply levels to support planned lessons and activities.
- Utilized innovative teaching strategies to effectively engage students in learning.
- Created and implemented assessments to measure student progress.
- Met regularly with team of teachers to discuss best practices and develop innovative teaching strategies.
- Developed and implemented useful behavior management strategies to instill discipline and compliance with conduct code.
- Collaborated with colleagues to develop and revise curriculum, enhancing learning experience.
- Monitored student progress and adjusted instruction to meet individual needs.
- Assessed student performance and provided feedback to facilitate student success.
- Designed detailed learning plans for struggling students based on test, homework and assignment records.
- Prepared quizzes, tests and examinations to gauge how well students were learning.
- Met with students, parents and administrators to address and resolve students' behavioral and academic issues.
- Completed student progress reports mid-term to notify students and parents of strengths and areas of improvement.
- Participated in department meetings to provide input to colleagues about student achievement and improvement.
- Increased educational expertise and knowledge by participating in instructor-oriented workshops.
- Scheduled conferences with parents to discuss students' progress and classroom behavior.
- Modified lessons and curriculum to accommodate diverse learners by using strategies such as peer-assisted learning and group work.
- Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
- Trained and supervised new teachers to apply best teaching practices and comply with protocols.
- Developed and implemented classroom routines to address varying student needs.
- Improved students' analytical skills by introducing state-of-the-art computer program technologies.
- Created and developed lesson plans to meet students' academic needs.
- Shifted between formal and informal methods of teaching to keep students engaged.
- Worked with staff members and teachers to design comprehensive and individualized plans to optimize student education.
Education
Bachelor Of Science - Mathematics Education
Southeastern Oklahoma State University
Durant, OK 08.1988 - 12.1992
Skills
Front desk operations
Registration processing
Safety and security procedures
Data analysis
Daily transactions review
Hospitality service expertise
Reservation processing
Check-in and check-out procedures
Oral and written communications
Guest services
Report generation
Account Reconciliation
Company policies and procedures
Conference and meeting planning
Time management
Credit and cash payments
Administrative support
Budgeting
Finance
Timeline
Hotel Night Auditor
Highgate Hotels
12.2022 - Current
Cashier
Harbor Freight
06.2022 - 09.2022
Pro Services Cashier
Lowes Home Improvment
07.2020 - 04.2022
Professional Educator
Sam Rayburn High School
08.1993 - 06.2019
Bachelor Of Science - Mathematics Education
Southeastern Oklahoma State University
08.1988 - 12.1992