Sophia Flanagan
Overview
8
8
years of professional experience
Work History
Operations Manager
Atomic Golf
Las Vegas
09.2025 - 04.2026
- Oversaw daily venue operations across entertainment, food & beverage, guest services, and attraction areas, ensuring a seamless guest experience and operational efficiency.
- Managed and coached front-line team members, supervisors, and service staff while maintaining high standards of service, safety, and operational performance.
- Directed labor deployment, staffing levels, scheduling, and operational workflows to maximize productivity and guest satisfaction.
- Monitored operational performance metrics, guest feedback, and financial results to identify opportunities for continuous improvement.
- Assisted with inventory controls, cash handling procedures, and compliance with company and regulatory requirements.
- Resolved guest concerns and service recovery situations promptly, maintaining a positive guest experience and protecting brand reputation.
- Maintained a hands-on leadership approach by serving and bartending alongside employees during high-volume periods, staffing shortages, and promotions to support operations, reduce wait times, and ensure exceptional guest service.
Hotel Operations Manager
MGM Grand, MGM resorts
Las Vegas
04.2022 - 09.2025
- Managed daily hotel operations and ensured exceptional guest experiences.
- Developed and executed operational policies to improve workflow efficiency.
- Analyzed guest feedback to identify areas for service improvement.
- Developed strategies to increase revenue through upselling and cross-selling services.
- Responded quickly to any emergency situations that arose during shift hours.
- Analyzed financial data to identify areas for cost savings and improved profitability.
- Supervised the hiring process for new employees by conducting interviews and background checks.
- Assisted in developing marketing campaigns aimed at increasing bookings or occupancy rates.
- Conducted regular meetings with department heads to review progress on goals and objectives.
- Managed daily inventory operations of 5000-suite hotel.
- Created reports on occupancy rates, average room rate, market share analysis.
- Built and maintained productive relationships with employees.
- Coached staff on strategies to enhance performance and improve customer relations.
- Promoted a culture of teamwork by regularly communicating updates on promotions and policies, ensuring staff remained informed and engaged.
Beverage Manager
Mandalay Bay, MGM resorts
Las Vegas
04.2021 - 05.2022
- Managed beverage inventory and ensured product availability for events.
- Trained staff on beverage preparation and customer service standards.
- Oversaw bar operations during high-traffic periods to maintain service quality.
- Monitored compliance with health and safety regulations in beverage service areas.
- Supervised bar staff including scheduling shifts, assigning tasks, providing guidance and monitoring performance.
- Performed regular inspections of bars and lounges areas ensuring cleanliness standards were met.
- Coordinated cross-departmental communication for improved workflow efficiency.
- Fostered a positive work environment through team-building activities and support initiatives.
- Maintain high standards of customer service and resolve guest complaints professionally.
Server/lead
Luxor, MGM resorts
Las Vegas
10.2018 - 04.2021
- Monitored guest needs throughout service, responding promptly to requests and resolving concerns professionally.
- Collaborated with bartenders, hosts, and management to ensure efficient service during high volume periods.
- Managed multiple tables and guest requests simultaneously while ensuring accurate order delivery.
- Assisted with food preparation and ensured cleanliness of workstations.
- Supported team during busy shifts by multitasking effectively.
- Supervised daily operations of restaurant servers and front-of-house staff.
- Trained new servers on menu items and service standards effectively.
- Conducted regular team meetings to discuss service improvements and feedback.
- Performed opening and closing duties such as restocking supplies, cleaning work stations.
Education
Bachelor of Science - Business Marketing
University of Nevada, Las Vegas
Las Vegas, NVTimeline
Operations Manager
Atomic Golf
09.2025 - 04.2026
Hotel Operations Manager
MGM Grand, MGM resorts
04.2022 - 09.2025
Beverage Manager
Mandalay Bay, MGM resorts
04.2021 - 05.2022
Server/lead
Luxor, MGM resorts
10.2018 - 04.2021
Bachelor of Science - Business Marketing
University of Nevada, Las Vegas