Maria Lilibeth Garcia Guzman

Managed Insight & ORM operations across 12 hotels (5 in Punta Cana, 7 in Mexico), leading a team of 10 Insight Analysts and 2 ORM Coordinators.  Implemented standardized response protocols and SOPs for guest feedback handling and ORM; response compliance improved by +15 pp. (Measured by data comparison with previous period and SOP adherence.)  Conducted 120+ audits across departments with 80–90% (80 to 90 percent) (80 to 90 percent) (90 percent) compliance rate. (Measured by audit checklists and closure rates.)  Designed and delivered training for 120 staff; which helped the staff to understand the importance of risk prevention and Guest Service area to excel in the in house complaint handling and compensation process on liability cases.  Reduced claim resolution time by 30% (30 percent) through new workflows. (Measured by claim logs and resolution cycle times.)  Built guest-insights dashboard (Excel) to monitor NPS/GSS trends weekly/monthly and track corrective actions.