DGFreelancer profile translated to English.
Back to original languageAbout Diana
I provide support where time is often lacking in everyday life: in back office, customer service, office management, or as a virtual assistant.
Whether it's email correspondence, appointment scheduling, or quote and invoice creation – I work in a structured, proactive, and reliable manner. Tackling tasks, thinking ahead, taking responsibility? That's exactly my thing.
I bring experience from the hotel industry, sales, and customer support – meaning I know how to communicate professionally, keep a cool head even in challenging situations, and maintain an overview. Additionally, I have acquired in-depth knowledge of HTML and CSS and support with SEO optimization to improve online visibility.
🔹 What I'm good at:
• Handling customer inquiries in a friendly & solution-oriented manner
• Organizing processes in the background
• Documenting tasks thoroughly & keeping an eye on deadlines
• Confidently using tools like MS Office and Google Workspace
• Quickly familiarizing myself with new systems & teams
• Maintaining website content with HTML & CSS
• Implementing SEO measures to increase reach and visibility
I am not an assistant who just ticks off to-dos – I think along. My goal is to noticeably relieve you or your team.
German
Native or bilingual
English
Fluent
Spanish
Fluent
Russian
Native or bilingual
Can work on-site
München (up to 50km)
Experience
- Koenigshof, a Luxury Collection Hotel,MunichRooms Administration Agent ***Pre Opening***HOSPITALITYJuly 2024 - Today (1 year and 11 months)Munich, GermanyNew Hotel Opening– Quickly adapted to new procedures and actively contributed to establishing smooth operational processes from scratch.Luxury & VIP Service– Ensured seamless, personalized service for high-profile guests and consistently upheld the highest brand standards.Reservation Expertise– Took on additional responsibility for handling complex reservations and special requests. Collaborated closely with other departments to ensure every booking was handled smoothly and to the guests' complete satisfaction – even without a formal leadership role.Complaint Management & Guest Relations– Successfully participated in advanced training in luxury complaint management to better assess and meet the expectations of discerning guests. Proactively applied this knowledge, contributing to effective conflict resolution and increased guest satisfaction – also without a leadership role.Personalized Guest Service– Particularly dedicated to researching guest preferences using internal tools and creative methods. This allowed for a personalized service that left a lasting impression on guests and fully met the brand's luxury standards.Brand Standards & Excellence– Ensured that the elegance and service of a luxury hotel were fully expressed in every interaction.
- The Westin HamburgFront Office AgentHOSPITALITYDecember 2023 - June 2024 (7 months)Hamburg, GermanyGuest Service & Reception Procedures– Performed check-ins, check-outs, and daily front office tasks using the Opera Property Management System to ensure a smooth and efficient guest stay.Reservation & Financial Administration– Managed arrivals and departures, processed payments, handled cash independently, and collaborated closely with accounting and reservations to ensure accurate billing and booking processes.Guest Experience & Solution Orientation– Handled guest correspondence, special requests, and complaints; proactively found solutions to enhance guest satisfaction and strengthen brand loyalty.Communication & Telephone Management– Answered and transferred calls, coordinated guest requests, and professionally relayed information.Service Excellence & Brand Standards– Provided high-quality service in line with the brand's premium positioning; every guest interaction met the highest service standards.
- GINN Hotel Hamburg ElbspeicherFront Office Shift LeaderHOSPITALITYJune 2023 - November 2023 (5 months)Hamburg, GermanyFront Office & Leadership– Promoted from Front Office Agent to Shift Leader, responsible for the daily organization and coordination of the team.Night Shift & Operations– Independently managed the night shift, including late arrivals, closing cash registers, and smooth handover to the morning shift.Guest Experience– Provided warm, personalized service for a diverse guest base in an established 4-star hotel near Hamburg's fish market.Onboarding & Development– Guided and trained interns, apprentices, and students to impart sound professional knowledge and confidence in guest interactions.Financial Responsibility– Managed the cash register, handled daily cash deposits, and ensured smooth payment transactions, including providing change.Team Support & Solution Orientation– Led shifts, supported colleagues, and efficiently resolved guest complaints to ensure smooth operations at the reception.Local Knowledge & Service Quality– Utilized in-depth knowledge of Hamburg to individually enhance guests' stays while consistently adhering to the hotel's quality standards.
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Education
- Hotel Business AdministratorIST Studieninstitut2025Hotelbetriebswirt
- International Administration ManagerHamburger Fremdsprachen- und Wirtschaftsschule GmbH2022International Administration Manager