At the YMCA at Gothenburg Health, the front desk is more than just a place to check in — it is where relationships begin, conversations happen, and members are reminded that they belong. Whether greeting early risers at 5 AM or welcoming families after a long day, the front desk staff help create the warm and encouraging environment members experience every day. With four dedicated staff members, Kirk Rowland, Haley Good, Hayley Stevens, and Kim Stratton, the front desk team serves as the heart of daily connection at the YMCA. Their smiles, conversations, and genuine care often become the first reminder to members that the YMCA is more than a gym; it’s a community.
SETTING THE TONE
According to Branch Executive Director Julie Czochara, the front desk plays an important role in shaping the YMCA experience. “The front desk staff is the first person a member sees. This sets the tone for the YMCA as a whole,” she states. Julie describes the current YMCA front desk staff team as “smiling, diligent, respectful, and courteous,” sharing that they take pride in their work and intentionally make connections with members by calling them by name.
Those personal interactions are something members notice every day. Julie estimates that “about 80% of our YMCA members always stop and chat with whoever happens to be working the front desk.” These conversations are creating a positive impact that extends beyond the YMCA building itself.
For the front desk team, those moments of connection are exactly why the front desk staff love what they do. “I truly enjoy being the first face people see when they come into the Gothenburg YMCA,” Kirk shared. “I enjoy all of the smiles and positive interactions, and making people feel welcome.” Haley echoed that same sense of connection, sharing, “My favorite part about being at the front desk is getting to say hi to everyone who walks in, ask how they are, and have a conversation with them.” For Kim, his favorite part is interacting with the members at the desk. “My favorite part is seeing the smile on their faces when I call them by name and ask how they are doing,” Kim shared.
While the conversations may seem small in the moment, the front desk staff know those interactions can shape someone’s entire day. Haley explained that positive conversations often have a ripple effect beyond the YMCA walls. “I feel like if you have a good interaction with someone, it trickles into the rest of your day,” she shared. “So I hope people can have a good rest of their day after talking with me.” Kirk added that he hopes members leave “happier when they leave the YMCA than they did before they came in.”
MORE THAN A WORKPLACE
Over time, those everyday conversations often grow into lasting relationships and a stronger sense of community. For Kirk, working at the YMCA at Gothenburg Health front desk has also become a meaningful way to reconnect with the community. Having attended high school in Gothenburg before spending much of his adult life in Omaha, Kirk says returning to work at the YMCA has brought many unexpected reunions. He shared, “Coming back and working at the front desk of the YMCA has enabled me to reconnect with so many members of the community that I had not seen in years.”
That sense of belonging reflects the YMCA’s mission, which Haley says is a central part of the workday. “The mission statement to me means that everyone is welcome. No matter age or experience level, we are a place for everyone to come and feel welcome and feel good about themselves.” Kim also takes the mission of the YMCA very personally, sharing, “I personally feel that I am the YMCA and should always be respectful with all the members and do what I can to make them happy and comfortable in their surroundings.”
At the YMCA at Gothenburg Health, the front desk team does far more than answer phones or scan membership cards. They create an atmosphere where members feel recognized, encouraged, and welcomed from the moment they walk through the doors. Through small conversations, friendly smiles, and intentional connections, Kirk, Haley, Hayley, and Kim help turn the YMCA into more than just a fitness facility; they help make it a community.
From early mornings to evening check-ins, the front desk staff continues to make the YMCA at Gothenburg Health a place where members feel known, welcomed, and encouraged, one conversation at a time.