Diana Heng Liu

Diana Heng Liu is an experienced professional with a diverse range of work experience in various industries.

Diana Heng began their career as a Food and Beverage Intern at Disney Parks & Resorts in 2013, where they gained practical experience in the hospitality industry.

From there, they worked as a Project Analyst at Wisharp Consulting Limited in 2014, where they were part of a team that conducted a consulting project for a theme park in Hong Kong. Diana Heng played a key role in gathering information and optimizing operating procedures, resulting in the production of a comprehensive Line-of-Business Guidebook.

In 2015, Diana interned as a Housekeeping Intern at The Peninsula Hotels, where they gained insights into housekeeping operations and management. Diana Heng rotated through various positions and learned about budgeting, inventory management, and staff scheduling.

Diana Heng then joined The Ritz-Carlton Hotel Company, L.L.C. in 2016 as a Quality Trainee. In this role, they set up templates and training materials for online review management, analyzed guest satisfaction survey results, and conducted regular room checks to ensure the quality of guest rooms and hotel facilities. Diana Heng also gained experience in banquet services.

In the same year, Diana worked as a Consulting Project Analyst at Fliggy, where they supported the Hotel Sales & Marketing Team and the Loyalty Program Team in various projects. Diana Heng also led a consulting project on hotel efficiency improvement, which received recognition as the Best Capstone Consulting Project.

From 2018 to 2021, Diana served as a Global Operation Executive at Langham Hospitality Group. Reporting to the COO, they implemented strategies, supported pre-opening projects, and built standard operating procedures for hotel rooms and F&B operations. Diana Heng also utilized Excel VBA to create profitability and productivity data analysis reports across multiple markets.

In 2021, Diana worked as a Global Senior Driver Operations Associate at Lalamove, where they focused on improving driver retention operations and implementing scalable solutions across various regions. Diana Heng also collaborated with the Product team to enhance the driver experience and optimize operational efficiency.

Currently, Diana holds the position of Senior Operations Executive at Cru World Wine. In this role, they are responsible for serving customers in over 40 different countries and utilizing technology to enhance the fine wine buying experience. Diana Heng provides guidance on wine portfolio construction and oversees the storage of wine for clients.

Overall, Diana Heng Liu has demonstrated a strong commitment to the hospitality industry and has gained valuable experience in operations, consulting, and customer service roles.

Diana Heng Liu completed their education in the following chronological order:

1. Bachelor's Degree in Hotel and Tourism Management from The Chinese University of Hong Kong (2011-2016).

2. Master's Degree in Global Hospitality Business from EHL (2016-2017).

3. Master’s Degree in Global Hospitality Business from The Hong Kong Polytechnic University (2017).

4. Master's Degree in Global Hospitality Business from Conrad N. Hilton College (2017).

Additionally, Diana Heng Liu obtained several certifications, including:

1. Project Management Simplified from LinkedIn (June 2020).

2. Customer Service Foundations from LinkedIn (May 2020).

3. Innovative Customer Service Techniques from LinkedIn (May 2020).

4. Creating a Culture of Strategy Execution from LinkedIn (April 2020).

5. Setting Team and Employee Goals from LinkedIn (April 2020).