Open to opportunities

Marilu Carolina Gomez

@marilucarolinagomez

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Operations & customer experience leader delivering luxury service and operational excellence.

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What I'm looking for

I’m seeking opportunities in operations, customer administration, and remote support—where my leadership, coaching, incident/problem-solving, and customer experience focus can drive service excellence, smooth operations, and strong guest satisfaction.

I’m an experienced Operations & Customer Experience Manager with 10+ years in hotel operations, leading teams to deliver high-quality service in fast-paced environments. I handle complex guest escalations and service recovery while keeping guest and colleague safety at the center of every shift.

I coordinate daily hotel operations across multiple departments, improve processes, and strengthen service standards through coaching, training, and performance guidance. I’ve driven measurable results, including a 20% improvement in internal audit performance and supporting Guest Voice performance targets by 30%.

Experience

Work history, roles, and key accomplishments

Current

Duty Manager

Current

Raffles Doha

Aug 2024 - Present (1 year 11 months)

Led daily hotel operations for a 132-unit property, managing teams and resolving complex operational and guest issues. Supported front office teams through coaching, handled guest escalations, prepared incident reports, and collaborated with department leaders to improve processes and maintain luxury service standards.

Operations Management Team Leadership Customer Experience Service Recovery Incident Management Emergency Response Process Improvement Training Development Performance Management Conflict Resolution Front Office Support

Guest Service Manager

Core City Center Rotana Doha

Dec 2019 - Jan 2024 (4 years 1 month)

Coordinated room allocation strategies for a 361-key property and managed group arrivals, pre-registrations, and check-in processes to ensure smooth cross-department service delivery. Improved internal audit performance by 20% through process compliance and supported guest experience improvements via training and continuous process optimization.

Customer Experience Operations Management Team Leadership Group Arrivals Check In Processes Incident Management Process Compliance Internal Audit Training Development Conflict Resolution Guest Experience Score Improvement

Front Desk Manager

Renaissance Caracas

Jul 2017 - Jan 2019 (1 year 6 months)

Managed Front Office operations and supervised navigators, receptionists, and the Executive Lounge team to deliver operational excellence. Resolved guest concerns and service escalations, developed service standards and operational procedures, and supported implementation of the Marriott Bonvoy loyalty program.

Team Supervision Customer Experience Service Recovery Service standards Standard Operating Procedures Conflict Resolution Loyalty Program Support (Marriott Bonvoy)