Summary
Overview
Work History
Education
Skills
Websites
References
Languages
Timeline
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Lilibeth Garcia

Santo Domingo,R.D.

Summary

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.

Overview

12
12
years of professional experience

Work History

Insight & ORM Manager

Meliá Hotels International
08.2022 - 08.2025
  • Led Insight & ORM team, translating the voice of the guest into analysis and strategic action plans.
  • Coordinated post-stay claims and civil liability reporting, improving case traceability.
  • Oversaw online reputation across OTAs, Google and opinion forums; implemented a proactive response plan that strengthened digital reputation.
  • Reduced post-stay complaints by 95% through proactive in-house incident management.
  • Designed and delivered training programs on satisfaction KPIs, risk management and civil liability for operational teams.

Quality & Guest Experience Associate

Paradisus Grand Cana
11.2018 - 08.2022
  • Conducted quality and brand standards audits across operational areas and F&B.
  • Supported Head of Guest Services in supervising the team, tracking requests and resolving incidents.
  • Maintained presence in public areas during peak hours to deliver immediate service recovery and ensure guest satisfaction in real time.
  • Coordinated service reports, MOD logs and daily operational meetings to identify opportunities and follow up corrective actions.
  • Contributed to process improvements that increased operational consistency and guest satisfaction.

Quality Assurance Coordinator

Meliá Caribe Beach & Meliá Punta Cana Beach
04.2015 - 11.2018
  • Led HACCP compliance audits focused on food safety and operational quality.
  • Managed post-stay claim processing and coordinated with insurance providers for incident resolution.
  • Monitored KPIs and analyzed review forums to detect trends and operational risks.
  • Implemented improvements for KPI reporting and incident traceability, supporting faster management decisions.

Executive Operations Assistant

Barceló Dominican Beach
05.2013 - 04.2015
  • Coordinated operations and communication between departments to streamline guest service operations.
  • Prepared and analyzed financial and operational reports for senior management.
  • Followed up on post-travel claims and contributed to online reputation management through active feedback handling.
  • Optimized coordination processes that reduced response times to incidents and improved the quality of operational reporting.

Education

Organizational Psychology -

Universidad Abierta para Adultos (UAPA)
01.2009

Law -

UNICARIBE / UASD
01.2006

ISO 9001 Certification -

Skills

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

References

  • Ada de la Cruz Camilo, Meliá Hotels International, 829-855-1994
  • Scarlet Montalvo, Meliá Hotels International, 829-750-5617

Languages

  • Spanish, Native
  • English, Professional Working Proficiency

Timeline

Insight & ORM Manager

Meliá Hotels International
08.2022 - 08.2025

Quality & Guest Experience Associate

Paradisus Grand Cana
11.2018 - 08.2022

Quality Assurance Coordinator

Meliá Caribe Beach & Meliá Punta Cana Beach
04.2015 - 11.2018

Executive Operations Assistant

Barceló Dominican Beach
05.2013 - 04.2015

Organizational Psychology -

Universidad Abierta para Adultos (UAPA)

Law -

UNICARIBE / UASD

ISO 9001 Certification -

Lilibeth Garcia