Diane Gutierrez

Minor in Business Administration 

• Responsible for membership and guest related functions for all fitness facilities, including but not limited to: program registrations, payment processing, membership recruitment, membership registration and services, recreation equipment operations, locker rentals, and general customer service protocols/applications.
• Other responsibilities include: the development, delivery, administration and guidance of all client relation services including customer service protocols, training of guest services and reception staff, member and guest services management.
• Oversees all front desk operations including, check in software, money handling, and accounting for all membership sales. Coordinate all financial transactions for memberships and registrations.
• Contribute to planning, promoting, implementing and evaluation of events and activities to further the mission of Recreational Sports and Fitness. Assist in developing, implementing, monitoring and evaluating departmental policies and procedures related to customer service, member/guest access, and marketing and communications.
• Oversaw performance of 1 part time employee, 2 student managers, and 10 student assistants 
• Supervised and managed the customer service center team; handled customer inquiries and resolved issues 
• Trained staff members to provide the highest standards of customer service and ensured department policies were followed
• Developed semester training objectives and presentations for approximately 12 student staff members and assessed success using staff evaluations
• Used Innosoft Fusion Point of Sales and software to monitor all point of sale transactions
• Oversaw processing of community, alumni, and faculty membership, membership suspensions, and reconciliation of membership purchases
• Managed all refund and transfer policies and procedures for Department of Recreation programming 
• Assisted in tracking and preparing annual Member Services budget and maintain existing budget for passport services and customer service facility operations

• Manage daily operations of all Recreational Sports facilities including the 440,000 square foot Ramsey Student Center, the 10,000 square foot Pound Hall fitness center and Wheeler Gym, the 180,000 square foot Club Sport Complex, and the RecSports Complex including 9 grass fields, 15 outdoor tennis courts, and Lake Herrick Pavilion
• Oversee daily supervision of approximately 180 facility operations employees which include 8 student Program Assistants, 40 student Facility Managers, 20 student Guest Sales staff, 100 student Facility Staff, and 30 Outdoor Facility Staff
• Coordinate recruiting, hiring, training, scheduling, developing, performance, and evaluating of 8 student Program Assistants, 40 student Facility Managers, 20 student Guest Sales staff, 100 student Facility Staff, and 30 Outdoor Facility Staff
• Oversee staff development and incentive initiatives such as hiring committees, RECS-ognition, communication formats, and workplace culture assessments
• Schedule approximately 180 Ramsey Operations Staff using WhenToWork scheduling software
• Led staff training and all-staff meetings focusing on emergency procedures, customer service, employee etiquette, organizational structure dynamics, policy updates, and proper equipment management 
• Manage disciplinary write ups and conducts meetings to discuss employee work performance as needed 
• Conduct and manage inventory counts to assist with equipment purchasing for the front desk, sports equipment rentals, outdoor field painting supplies, tennis court and soccer goal upkeep equipment
• Maintain more than 380 pieces of fitness equipment by working with the Assistant Director, Maintenance Foreman, student Facility Technician staff, and student Facility Staff to complete daily preventative maintenance and cleaning

• Facility supervision and management of a 400,000 square foot recreation facility
• Conduct safety inspections of three athletic fields, tennis courts, basketball gymnasium, Olympic size pool, and two hockey arenas
• Supervise part- time employees & manage day to day tasks within several departments of the Ritchie Center
• Create training manuals for new and current employees that describe step-by-step procedures of daily operations such as membership transactions, scheduling reservations, troubleshooting membership information, and etc. 
• Serve as the point of contact for questions within memberships, inventory, locker rentals, and facility scheduling
• Complete facility shift reports, counts, work orders, and incident/accident reports
• Stay updated on all membership promotions and serve as a extension of the Director of Fitness and Aquatics and Facilities Coordinator in processing membership sales, personal training sales, and activity programming sales

• Assisted Memberships Coordinator in supervisory tasks for 26 Membership Services employees
• Oversaw communications log for Front Desk & Membership Services staff & addressed any questions of staff
• Managed all inventory at front desk,membership services, & business offices
• Kept weekly & monthly inventory reports for annual budgeting
• Collaborated with Membership Coordinator to maintain equipment inventory and budget. 
• Audited all program registration & waiver forms and placed accounts on hold when discrepancies were present
• Sent daily online sale reports to account department & checked Titan Recreation financial banking statements
• Created check requests and cross-referenced with monthly reports
• Provided excellent customer service to guests (in-person and phone calls)

• Utilized Event Management System (EMS) to program more than 50 events during fall semester including Titan Recreation Events, club sport tournament, IM games, and outside organization events
• Assist with the oversight of event operations at Titan Recreation facilities including: communication with event contacts, preparation of facility space, equipment inventory/maintenance, and staffing supervision
• Fully managed all incoming and ongoing facility reservations at the Student Recreation Center in terms of bookings, intake meetings, payments processes, insurance certifications, staffing, and directing
• Effectively communicate and apply policies and procedures for Titan Recreation Events
• Provide on-site management of events including attendance at any meetings, addressing potential conflict resolution, and problem solving
• Create facility space layouts and event notes for client logistics meetings and for staff reference
• Coordinate scheduling of setup, event, and breakdown shifts for special events staff and Managers
• Assists in establishing policies and procedures regarding facility usage, risk management, and security efforts