Eva Maria Casal Garcia
London,UK
Summary
Hospitality operations leader with 10+ years of experience in short-term rentals, travel tech, OTA/GDS platforms, and high-volume guest services. Expert at owning the end-to-end guest lifecycle, designing SOPs and operational frameworks that actually get used, and transforming fragmented processes into predictable, scalable, and automation-ready operations.
Hands-on operator with a bias for structure, accountability, and measurable outcomes. Thrives in fast-moving, high-stakes environments, delivering reliable, seamless guest experiences while eliminating recurring operational issues and driving continuous improvement.
Overview
15
15
years of professional experience
1998
1998
years of post-secondary education
Work history
Senior Team Lead - Central Guest Services
Sonder
London, UK
2024.04 - 2025.11
- Led a 12-FTE specialty operations team delivering 24/7 coverage and managing 37,000+ cases annually across email, phone, and messaging channels.
- Contributed to $5M+ in recovered OTA/GDS payment failures through workflow redesign, manual exception handling, and close collaboration with Payments and IT teams.
- Designed and implemented SOPs, QA frameworks, dashboards, and workflows using Salesforce, Tableau, Asana, Google Sheets, and Zendesk.
- Owned hiring, onboarding, coaching, performance reviews, promotions, payroll approvals, and scheduling.
- Maintained SSAT >4.6, strong Fix Rate, AMPR, and ACW benchmarks across the team.
- Served as Market Captain for 5 cities, supporting operational alignment across 40 markets in 10 countries.
Team Lead - Central Guest Services
Sonder
London
2021.11 - 2024.04
- Led up to 18-FTE pilot teams focused on high-priority bookings and payment exception resolution.
- Supported $1M+ in recovered failed revenue through early detection and process improvements.
- Improved booking and payment workflows; trained teams on Salesforce processes and operational SOPs.
- Delivered 20-40% efficiency gains across selected workflows through process optimisation.
Senior Representative - Central Guest Services
Sonder
London, UK
2021.06 - 2021.11
- Supported onboarding and coaching of new hires.
- Provided guidance to offshore teams to ensure consistent operational standards.
Representative - Central Guest Services
Sonder
London, UK
2019.11 - 2021.06
- Delivered multi-channel guest support across phone, email, and OTA/GDS platforms.
- Consistently met KPIs for accuracy, productivity, and customer satisfaction.
Passenger Service Agent
Jet2holidays
, UK
2017.05 - 2019.11
- Front-line guest and operational support in a high-volume airline environment.
Co-Director
Azul Seis Management Consultancy SL
, Spain / UK
2011.04 - 2016.11
- Directed operations for a short-term rental portfolio, overseeing occupancy, profitability, and guest satisfaction.
- Managed budgets, staff, operational processes, and vendor relationships.
Deputy Director
La Casa Amarilla Cultural Association
Malaga, Spain
2013.11 - 2015.06
- Co-managed artist residency programs, rentals, workshops, and events.
- Coordinated with artists, institutions, and volunteers to deliver programs.
Education
Master of Arts - MA Criminology
Middlesex University
London, UKSkills
- End-to-End Guest Life cycle & Short-Term Rental Operations
- Multi-Market & Distributed Operations Management
- SOP, Playbook & QA Framework Design
- Workflow, Process Optimisation & Automation
- Escalation Prevention & Root-Cause Elimination
- SLA, KPI & Operational Dash-boarding
- Cross-Functional Execution & Collaboration
- Travel, Hospitality & OTA/GDS Operations
- Guest & Partner Support Excellence
- Payment Exception Handling & Recovery
- Team Leadership
- Workforce Management
- Performance Optimisation
- Languages: English and Spanish
- Systems: Salesforce, Zendesk, Asana, Google Sheets, Opera PMS, Stripe, Adyen, Virtual Credit Cards, Payment Recovery, Tableau, Excel, Expedia, Bookingcom, Airbnb, Agoda/Priceline, Ctrip, Amadeus, Sabre, Workday, Hiring, Coaching, Performance Reviews
Timeline
Senior Team Lead - Central Guest Services
Sonder
2024.04 - 2025.11
Team Lead - Central Guest Services
Sonder
2021.11 - 2024.04
Senior Representative - Central Guest Services
Sonder
2021.06 - 2021.11
Representative - Central Guest Services
Sonder
2019.11 - 2021.06
Passenger Service Agent
Jet2holidays
2017.05 - 2019.11
Deputy Director
La Casa Amarilla Cultural Association
2013.11 - 2015.06
Co-Director
Azul Seis Management Consultancy SL
2011.04 - 2016.11
Master of Arts - MA Criminology
Middlesex University