Sophia Gutierrez

Las Vegas

Summary

Driven and adaptable professional with a background in hotel operations, seeking to leverage customer service expertise, leadership skills, and operational management experience in the healthcare administration field. Skilled in managing high-pressure situations, resolving escalations, and optimizing daily operations to enhance client satisfaction. Experienced in team training, performance support, and strategic planning to meet organizational goals. Currently pursuing a Bachelor of Science in Healthcare Administration at UNLV, maintaining a 3.757 GPA and consistently earning Dean's List honors. Academic background includes healthcare law, epidemiology, information systems management, and U.S. healthcare system studies, providing a strong foundation for transitioning into healthcare management with a focus on operational efficiency, patient-centered care, and strategic leadership.

Overview

years of professional experience

Work History

Crew Trainer

McDonald's

03.2021 - 04.2022

Comfortable multitasking and staying organized in a fast-paced environment
Mastered key skills for the role and enjoyed mentoring new team members to help them succeed
Strong communicator, keeping wait times short while still providing great service
Led team efforts to meet daily goals and keep operations running smoothly
Experienced with cash handling, operating registers, and managing drive-thru service
Focused on delivering positive customer experiences and resolving issues quickly

Relief Hotel Operation Manager

MGM Grand

07.2022 - Current

Over a year of experience in hotel operations, with a strong focus on guest satisfaction, problem resolution, and efficient escalation management
Skilled in de-escalating stressful situations while maintaining a positive guest experience and ensuring successful service recovery
Proficient in Opera system and Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint, with the ability to generate and analyze reports
Experienced in overseeing daily operations, managing reports, assisting staff with inquiries, and resolving guest escalations promptly
Strong leadership skills in coaching team members, improving workflow efficiency, and ensuring seamless front desk operations
Adept at strategic planning and managing weekly room inventory to optimize occupancy, enhance revenue, and meet business objectives
Committed to delivering exceptional hospitality by balancing guest needs with operational priorities

Education

College Career Readiness Diploma - Emergency Telecommunications

Veterans Tribute Career And Technical Academy

2531 Vegas Dr, Las Vegas, NV 89106

05.2022

Bachelor of Science - Healthcare Administration

University of Las Vegas

4505 S Maryland Pkwy, Las Vegas, NV 89154

04-2026

Skills

Customer service
Team leadership
Time management
Decision-making
Task delegation

Staff management
Staff training and development
Operations management
Conflict resolution
Computer skills

Languages

Spanish

Native or Bilingual

Timeline