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