Grace Tulloch
Brentwood,MD
Summary
Hospitality professional with 4+ years of experience in fast-paced environments, enhancing guest experiences through exceptional customer service. Proven problem-solving skills and meticulous attention to detail lead to high satisfaction rates. Strong ability to manage multiple tasks while maintaining quality service standards.
Overview
27
27
years of professional experience
Work History
Concierge
InterSolutions
Washington, District of Columbia
04.2022 - Current
- Welcomed guests and provided information about hotel services and amenities.
- Coordinated with staff to ensure timely fulfillment of guest requests, enhancing overall guest experience.
- Assisted with reservations and maintained accurate guest records in the system.
- Provided directions and recommendations for local attractions and dining options.
- Handled guest inquiries and resolved issues to ensure satisfaction during stays.
- Monitored lobby area to maintain a welcoming atmosphere for all visitors.
- Handled mail and package deliveries, keeping items secure.
- Resolved customer complaints efficiently, focusing on achieving satisfactory outcomes for guests.
- Directed incoming calls and messages to appropriate staff or residents.
- Maintained a professional presence at the front desk area by adhering to dress code standards.
- Educated new staff on customer service policies and procedures, fostering a consistent service standard.
- Responded promptly to all customer inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor.
- Answered guest questions regarding local area, facilities and amenities.
- Performed administrative duties such as filing paperwork related to concierge service transactions.
- Acknowledged and greeted guests entering or leaving building, promoting pleasant environment.
- Conducted regular inspections of lobby areas to ensure cleanliness is maintained at all times.
Receptionist
HR Block
Hyattsville, Maryland
01.2015 - 04.2026
- Greeted clients and ensured a welcoming atmosphere at the front desk.
- Managed multi-line phone system, directing calls to appropriate departments.
- Scheduled appointments for clients, coordinating with tax professionals as needed.
- Collected and verified client information for accuracy in filing tax documents.
- Maintained organized front office, ensuring supplies were stocked and accessible.
- Assisted clients with inquiries about services and provided necessary forms.
- Handled incoming and outgoing mail efficiently, ensuring timely delivery of documents.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Scheduled and confirmed appointments.
- Greeted visitors and provided them with assistance.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Updated and recorded customer or client information to maintain accounts.
- Performed data entry tasks into various computer systems accurately and promptly.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Maintained an organized filing system of confidential client information in accordance with company policy.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
- Prepared welcome packages for new hires.
- Coordinated with vendors for repairs and maintenance of office equipment.
- Implemented security measures by monitoring logbooks and issuing visitor badges to ensure safety.
- Monitored office supplies inventory and placed orders when necessary.
- Utilized office equipment such as printers, copiers, and fax machines, ensuring they were in good working order.
- Ensured cleanliness and organization of the reception area to maintain a professional atmosphere.
- Developed and maintained a filing system for essential documents, improving office organization.
- Kept updated records of office expenses and costs, assisting with budget tracking.
- Assisted with onboarding of new employees by providing orientation information and support.
Home Health Aide
Cj services
Hyattsville, Maryland
03.2022 - 01.2024
- Provided personal care and assistance with daily living activities.
- Monitored patient health and reported changes to healthcare professionals.
- Assisted patients with mobility and transportation to appointments.
- Administered prescribed medications according to care plans.
- Maintained clean living environments for patients and ensured safety.
- Developed trusting relationships with patients and their families.
- Documented patient progress and communicated effectively with the care team.
- Supported patients in social activities to enhance their well-being.
- Cared for patients by assisting with personal hygiene tasks and completing basic household chores.
- Maintained clean and well-organized environment for client happiness and safety.
- Changed bed linens and maintained a clean-living environment for the client's safety.
- Supported client in understanding and following medication routines to ensure health compliance.
- Accompanied clients to doctors' offices and on other trips outside home, providing transportation, assistance and companionship.
- Monitored vital signs such as temperature, pulse rate, blood pressure.
- Encouraged independence by teaching self-care skills such as grooming and hygiene habits.
- Assisted clients with bathing, dressing, and incontinence care.
- Helped clients stay happy and healthy by providing mental and emotional support.
- Helped clients move in bed, stand or walk using proper body mechanics techniques.
- Prepared meals and snacks according to prescribed diets.
Cook
Adelphia nursing home
Hyattsville, Maryland
07.2016 - 12.2022
- Collaborated with staff to create seasonal menus that enhanced resident satisfaction.
- Prepared nutritious meals adhering to dietary guidelines for residents.
- Maintained cleanliness and organization of kitchen and food storage areas.
- Assisted in training new kitchen staff on food safety protocols and procedures.
- Monitored inventory levels and ordered supplies to ensure seamless meal preparation.
- Ensured compliance with health regulations during food preparation and service.
- Coordinated with dietary staff to accommodate special dietary needs of residents.
- Implemented cooking techniques that improved meal preparation efficiency.
- Cleaned kitchen equipment, surfaces, utensils and dishes.
- Maintained a clean working environment by sweeping, mopping floors, washing surfaces and emptying trash cans.
- Operated grills, fryers and broilers to cook items to quality guidelines.
- Prepared dishes in fast-paced environment working with teammates to maintain high customer satisfaction rate.
- Operated ovens, fryers and mixers safely to prevent kitchen accidents and machinery malfunction.
- Wrapped, dated and labeled food items in storage for safety and freshness.
- Followed established procedures and requirements for safe food handling, storage and service.
- Facilitated smooth meal preparation by chopping, dicing, and slicing vegetables and fruits before peak service hours.
- Used standardized recipes and other instructions to prepare food.
- Maintained safe operations of food prep equipment to reduce complications and retain safety procedures.
- Managed portion control using correct utensils during preparation and plating.
- Carried pans and trays of food to and from workstations, stove, and refrigerator.
- Organized storage areas for efficient usage of space.
- Set up and performed initial prep work for soups, sauces, and salads.
- Sanitized workstation at end of shift to minimize risk of salmonella and other food-borne illnesses.
- Set up work stations prior to opening to minimize prep time.
Server
Carolina kitchen
Hyattsville, Maryland
01.2016 - 03.2020
- Provided excellent customer service in a fast-paced dining environment.
- Collaborated with kitchen staff to ensure timely food delivery.
- Maintained cleanliness and organization of dining and serving areas.
- Assisted guests with menu selections and special dietary needs.
- Resolved customer complaints promptly to enhance guest satisfaction.
- Processed orders accurately using point-of-sale systems.
- Trained new servers on restaurant procedures and best practices.
- Managed multiple tables while ensuring guest satisfaction remained high.
- Provided excellent customer service to ensure satisfaction.
- Performed opening and closing duties such as setting up the dining area, restocking supplies.
- Provided exceptional service to high volume of daily customers.
- Took orders from customers accurately and in a timely manner.
- Handled money transactions accurately while following company procedures for handling cash payments.
- Operated POS terminals to input orders, split bills, and calculate totals.
- Greeted customers, answered questions, and recommended specials to increase profits.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
- Responded efficiently to guest inquiries and complaints in a professional manner.
- Communicated with hosts, bussers, and kitchen staff to prepare for and serve customers.
- Communicated effectively with kitchen staff regarding customer allergies or special requests.
- Delivered food orders promptly and courteously.
- Cleaned tables and chairs to prepare dining area for next customers.
- Collaborated with other restaurant staff members to ensure efficient operations within the restaurant environment.
- Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
- Followed health safety guidelines when preparing and serving food products.
- Greeted guests and provided menus.
- Checked food before serving it to customers.
- Recommended desserts, appetizers, and specialty drinks to increase sales.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
- Applied customer feedback to refine service quality and enhance menu offerings.
- Prepared checks, itemizing total meal costs and taxes.
- Took reservations and to-go orders to streamline process for both customer and restaurant.
- Set up tables in between patrons to reduce wait times.
- Filled condiments and napkin containers during slack periods.
- Checked identification to verify if guests meet minimum age to legally purchase or consume alcoholic beverages.
- Trained new employees on restaurant procedures and plating techniques.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
Sales Associate
JCPenney
Hyattsville, Maryland
06.2009 - 10.2012
- Assisted customers with product selection and inquiries.
- Maintained organized displays and stock levels on the sales floor.
- Processed transactions accurately at the cash register.
- Collaborated with team members to create engaging customer service experiences.
- Educated customers about current promotions and store policies.
- Executed visual merchandising standards, improving customer engagement and sales.
- Helped customers find specific products, answered questions, and offered product advice.
- Conducted regular store maintenance to ensure a clean environment.
- Greeted customers and provided exceptional customer service.
- Maintained cleanliness of store environment including floors, windows, displays.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Provided accurate information about products, prices and services.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Maintained up-to-date knowledge of store merchandise and policies.
- Demonstrated product features and benefits for customers' needs.
- Used technology resources to assist customers in locating and selecting items.
- Tracked sales performance metrics to identify trends in marketplace.
- Adapted sales strategies based on customer interactions and feedback, increasing sales effectiveness.
- Bagged or packaged purchases and wrapped gifts.
- Placed special orders or called other stores to find desired items.
- Prepared merchandise by organizing items for purchase or rental transactions.
- Maintained records related to sales for store management.
- Analyzed sales data to identify trends and adjust sales strategies accordingly.
Cashier
Rainbow Shops
Hyattsville, Maryland
01.2000 - 11.2002
- Managed cash drawers and balanced cash at the end of shifts.
- Operated cash register and processed customer transactions efficiently.
- Assisted customers with product inquiries and provided exceptional service.
- Handled returns and exchanges according to store policies and procedures.
- Collaborated with team members to ensure smooth store operations during busy hours.
- Promoted sales and promotions, increasing customer engagement and satisfaction.
- Accepted cash and credit card payments issued receipts and provided change.
- Collected payments and provided accurate change.
- Accepted cash and credit card payments, issued receipts and provided change.
- Greeted customers and answered any questions they had about the store's products and services.
- Performed other duties as assigned by management.
- Helped customers find specific products, answered questions, and offered product advice.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Issued receipts, refunds, credits or change due to customers.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Answered customer questions and provided store information.
- Provided high level of customer service through active listening and engagement, enhancing customer experience.
- Trained new team members in cash register operation and customer service, ensuring smooth onboarding and operational consistency.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Processed sales transactions to prevent long customer wait times.
- Learned roles of other departments to provide coverage and keep store operational.
- Answered customer inquiries regarding store policies and procedures.
- Followed company security procedures for handling large sums of money.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
- Assisted customers over the phone regarding store operations, product information and order placement.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
Sales Associate
KB Toys
Hyattsville, Maryland
09.1999 - 01.2000
- Assisted customers with product selection and inquiries.
- Maintained organized displays and stock levels on the sales floor.
- Processed transactions accurately at the cash register.
- Collaborated with team members to enhance customer service experiences.
- Educated customers about current promotions and store policies.
- Executed visual merchandising standards that enhanced product visibility and customer engagement.
- Helped customers find specific products, answered questions, and offered product advice.
- Conducted regular store maintenance to ensure a clean environment.
- Communicated inventory needs and trends to management for informed stock decisions.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Greeted customers and provided exceptional customer service.
- Handled customer complaints in a professional manner.
- Answered incoming telephone calls to provide store, products and services information.
- Worked with fellow sales team members to achieve group targets.
- Guided customers in selecting appropriate products and sizes.
- Provided accurate information about products, prices and services.
- Maintained cleanliness of store environment including floors, windows, displays.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Maintained up-to-date knowledge of store merchandise and policies.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Prepared merchandise for purchase or rental.
- Analyzed sales data to identify trends, informing adjustments to sales strategies.
Education
Graduate Certificate - Medical Assistance
Everest Institute
Silver Spring, MD02-2008
Skills
- Guest relations
- Reservation management
- Local area expertise
- Experience enhancement
- Vendor interaction
- Hospitality
- Issue resolution
- Customer service excellence
- Attention to detail
- Multitasking skills
- Time management
- Multiline communication
- Effective communication
- Telephone etiquette
- Problem solving
- Conflict resolution
- Adaptability
- Detail-oriented approach
- Administrative support
Timeline
Concierge
InterSolutions
04.2022 - Current
Home Health Aide
Cj services
03.2022 - 01.2024
Cook
Adelphia nursing home
07.2016 - 12.2022
Server
Carolina kitchen
01.2016 - 03.2020
Receptionist
HR Block
01.2015 - 04.2026
Sales Associate
JCPenney
06.2009 - 10.2012
Cashier
Rainbow Shops
01.2000 - 11.2002
Sales Associate
KB Toys
09.1999 - 01.2000
Graduate Certificate - Medical Assistance
Everest Institute