Dianna Foley
Palos Hills,IL
Summary
Experienced Front Desk professional offering superior customer service. Highly skilled in managing reservations, mitigating dissatisfaction and increasing guest loyalty through targeted service. Proficient in MicroSoft Office Suite and various Proprietary Scheduling Software, with friendly and decisive approach to resolving challenges.
Overview
10
10
years of professional experience
Work History
Front Desk Supervisor
Five Seasons Family Sports Club
10.2019 - Current
- Trained new employees on front desk operations, ensuring personnel is well-prepared for roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the Health Club brand.
- Contributed to the development of new front desk procedures for increased efficiency and better guest service.
- Entered and updated sensitive customer information during check-ins and membership changes.
- Resolved guest issues with membership or reservations with knowledgeable and friendly service.
- Implemented an organized filing system for important documents, streamlining record-keeping practices at the front desk.
- Created lasting relationships with guests that built loyalty and drove health club revenue.
- Maintained a high level of professionalism, ensuring all staff followed club policies and procedures consistently.
- Built talented team through hiring and training new associates.
- Introduced customers to club amenities with pleasant and helpful demeanor.
- Supported sales efforts by promoting club facilities and services during interactions with potential clients or guests.
- Utilized reservation software programs proficiently, optimizing Tennis Court and Swim lane bookings and maintaining accurate guest information.
- Developed strong working relationships with other departments within the club, fostering efficient communication channels between teams.
- Stored guest valuables in safe and individual boxes for security.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained transaction security by verifying payment cards against identification.
- Kept accounts in balance and ran daily reports to verify totals.
- Responded to telephone, email and in-person inquiries regarding Tennis Court and Swim Lane reservations, and guest concerns.
- Monitored front areas so that questions could be promptly addressed.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Resolved issues through active listening and open-ended questioning.
- Completed bi-weekly payroll for 17 employees.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved guest issues with Tennis court or Swim lane reservations with knowledgeable and friendly service.
Professional Tennis Official
Self-employed
07.2014 - Current
- Self-motivated, with strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in team of 17 environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
Associate of Applied Science - Criminal Justice
Joliet Junior College
Joliet, IL06.2009
Skills
- Time Management
- Guest Relations
- Reservations Management
- Problem-solving skills
- Customer Service Management
- Data Entry Efficiency
- Scheduling and Planning
- POS System Operation
- Reservation Management
- Exceptional communication
- Listening Skills
- Issue Resolution
Timeline
Front Desk Supervisor
Five Seasons Family Sports Club
10.2019 - Current
Professional Tennis Official
Self-employed
07.2014 - Current
Associate of Applied Science - Criminal Justice
Joliet Junior College
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