Hospitality professional with 15+ years of experience in international hotel chains including Meliá, Barceló and Oasis. Specialized in guest experience management, customer insights and online reputation with strong expertise in quality assurance and operational standards. Proven ability to reduce complaints, enhance guest satisfaction scores and strengthen brand reputation through service recovery programs, HACCP compliance and quality audits. Adept at transforming guest feedback into actionable strategies, leading multidisciplinary teams and supporting continuous improvement initiatives.
Guest Experience Management
Customer Insights & NPS/GSS Analysis
Online Reputation Management (Tripadvisor, OTAs, Google Reviews)
Service Recovery & Complaint Resolution
Quality Assurance & HACCP (Cristal Américas)
Audits & Brand Standards Compliance
ISO 9001 (In Progress)
SOP Development
Risk Management & Civil Liability Reporting
KPI Monitoring, Reporting & Continuous Improvement
Team Leadership, Training & Coaching