ANNA HEYMAN
Washington,DC
Summary
Results-proven and goal-driven Executive with a global mindset. Over 18 years of various experience in market-leading properties, developed a solid expertise in Hotel Operations, Wellness, Retail, Revenue, and Marketing Strategies. Equipped with a genuine commitment to people, excellence and guest experiences.
Astute, tenacious, and highly motivated professional acknowledged for talents in directing and inspiring employees to excel and adapt to the demands of meeting challenging day to day business operations. Exceptional focus on creating unique guest experiences. Building service oriented and highly performing teams with attention to detail. Adept in creating an inclusive service culture to drive better performance and results. Dynamic in problem solving, goal setting, and accountability.
Track record identifying operational inefficiencies and implementing corrective measures that improve cash flow, reduce cost, and strengthen owner business relationships. Approachable and amicable while contributing immensely towards the success of an organization within their established standards, policies and procedures.
Overview
19
19
years of professional experience
Work History
Interim General Manager, Hotel Manager
The Morrow Hotel, Curio Collection by Hilton, Marriott Capitol Hill
Washington, DC
01.2024 - Current
- Led team of 150+ team members, fostering culture of excellence and teamwork/collaboration that significantly reduced people turnover rates.
- Lead operational strategies to enhance guest engagement through meticulous hospitality management, optimize service processes and innovate guest experience while nurturing timeless values.
- Maintained Employee Engagement by 89% for 2025 while working proactively to achieve Excellent Operational KPI's and increase efficiencies.
- Achieved operational KPIs for stay experience, maintaining green zone status above 80% for 2024 and 2025 year-to-date. Improved chat response times to remain below 1.9 for 2025 year-to-date. Enhanced mobile check-in rates, surpassing 85% completion. Elevated guest response rates to exceed 96% for 2025 year-to-date. Optimized pre-arrival case creations and room readiness metrics, achieving above 95%-96% respectively. Increased enrollment success rates beyond the targeted 20%.
- Successful completion of Quality Assurance and Brand Standard Audit, improved from Yellow Zone to green zone within less than a year. 93.72 points achievement for 2025 and 94.6% for 2026.
- Elevated guest satisfaction scores and set industry benchmarks by implementing guest centric service strategy that focused on personalized guest experiences and service sequence in all operational areas, enhanced revenue and experience by creating series of experiential pop-up events.
- Lead all aspects of event planning, from contract negotiation to day-of coordination, maximized Cvent presence, implemented Geo targeted e-blast.
- Revamped food and beverage services to support overall guest experience.
- Enhanced property online presence through targeted marketing campaigns and social media engagement, worked on better online visibility.
- Create and manage budget implementations, Capital Expenditures plans and contract negotiations, Negotiated with vendors to obtain favorable rates for goods and services while maintaining the quality.
- Implemented cost-control measures, optimizing budget management and creating operational efficiency.
- Focus on topline and maximize event driven revenue by strategically utilizing all F&B spaces, creative activation by launching late night packages, buy-outs and film/photoshoots.
- Transitioned the property from owner managed to the management company, collaborated and partnered with different Asset Managers.
- Partner with Area Director of Engineering and ownership to maintain Capital Reserve Plan and have proper Building Project Management in place.
- Monitor financial performance, update forecasts and control expenses to provide financial stability and long-term company growth.
- Responsible for preparation of weekly and monthly financial and business reports and presentations to the ownership.
- Drive year-over-year business growth while leading operational excellence: increased NOI by 32% YOY, achieved targeted RGI over 120 index, cash flow through over 37%
- Achieved excellent results in GOP Budget Delivery, Market Share Growth, Total Revenue Budget Delivery and GOP Flow to LY in 2024 & 2025.
Director of Operations, Rooms, Executive member
Hotel Jerome, an Auberge Collection
Aspen, CO
05.2021 - 01.2024
- Led operational departments with 90+ employees, including Front of the House, Vehicle/Ski Valet, Private Transportation/Shuttle, Housekeeping division, Guest/In room Experiences, Itinerary designers, Reservations, Events and Wellness;
- Implemented strategies to boost revenue profitability and guest satisfaction, resulting in consecutive accolades as #1 hotel in American West by Condé Nast for 2022 and 2023.
- Enhanced guest engagement (achieved #1 Ranking for Guest Engagement in Americas with lTrec of over 85% 2022 -2023 YTD);
- Managed a $45M budget, achieving record ADR and RevPAR growth
- Improved Employee Satisfaction Ranking by reorganizing management team with an emphasis on people, processes, and excellence; established roles and responsibilities; introduced and implemented service standards that align with Forbes Travel Guide & Auberge Collection
- Awarded front line management with 5 promotions as a result of positive mentorship in the areas such as guest engagement, financial acumen, progressive discipline, and effective staff recruitment
- Led the project of transitioning Opera PMS V5 version to the Cloud successfully with rapid and smooth results
- Curated new in room amenities and bar concepts (Cabinet of curiosity) working alongside the marketing team enhancing room product with unique details achieving an increased score of 98% for in-room amenities and room design
- Balanced equal to or below projected labor budget by implemented a labor scheduling system, along with procedures and tools for use within operational departments, thus reducing overtime and labor expenses; ensure that operational departments follow monthly forecast;
- In part responsible for formulating over a $45M budget involving ADR, RevPAR and Occupancy growth - ADR went from $750 to $1422 over a 3-year period (highest annualized ADR in Hotel Jerome’s history - $1,422 as well as RevPAR $802), annual average occupancy increased from 59% to 66%
Director of Operations, Executive member
St. Regis Nikolskaya, Marriott International
11.2020 - 05.2021
- Managed 90+ staff during COVID, implemented protocols, and improved guest engagement;
- Increased pre-arrival revenue by $500K through personalized services;
- Curated new procedures to increase Elite Appreciation by 10 points YTD and improved the score by 7% YTD for Overall Guest Engagement;
- Partnered with Finance to establish property budget and forecast operational departments on bi- weekly basis;
- Rolled out TSA program in order to improve upsell strategy and achieve revenue by 100K;
- Oversaw training on proper food preparation, legal alcoholic beverage licenses, service kitchen safety techniques and understanding of health standards;
- Led sequence of service training for all F&B and Rooms Departments.
Front of the House Manager, Assistant Rooms
The Ritz-Carlton, Pentagon City
07.2018 - 10.2020
- Managed daily Room Operations of 70+ employees consisting of: 6 Leaders, Front Desk, PBX, SPA, Guest Relations, Guest Services, Valet, Club Lounge, Concierge, and Retail;
- Achieved high results for overall guest experience - 94% & quality of service -93% in Medallia;
- Launched Georgetown Medical Luxury Spa and improved Guest Satisfaction
- All budgeted and forecasted productivity along with other financial goal including, forecasting labor and controllable, submitting capital projects for approval, and composing financial reports
- Partnered with Director of Revenue and Director of Sales to capitalize and maximize revenue potential
- Led Strategic planning of hotel wide goals, including formatting total operational goals as well as sole ownership of SWOT processes
- Conducted physical inspections of all guest areas to evaluate conditions, and manage third party vendors for valet parking, hotel décor, retail and wellness services
- Improved scorecard for American Express and STARS travel agencies by providing continuous training to teams
- Implemented a new Digital Guest Experience Program in 2019, increasing the corporate goal for the pre-arrival phase in the amount of 150K vs a goal of 65K in 2018
- Responsible for food and beverage cost system by conducting inventories on regular basis in the club lounge
- Created techniques and special programs – actions resulted in increased sales and guest satisfaction with the F&B offerings on Club Levels
- Directed and collaborated with over 40 employees to ensure that public spaces and associate areas were clean and well maintained regularly
- Responded to guest questions, comments, concerns and requests in a timely manner to resolve issues, and build strong trusting relationship with our guests
- Developed an upselling program and achieved a 30% revenue increase respectively to our rooms via integrated special preference/request/issue database
Director of Front Office Operations
Highgate Hotels and Resorts, New York
New York
03.2018 - 07.2018
- Completed full operational transition from Marriott to Highgate Property in compliance with system audit protocols
- Launched guest satisfaction within Medallia and rolled out the program, along with training to all FOH employees
- Implemented a new quality control program around Guest room cleanliness and inspection scores to provide consistent positive results
- Launched CARE program focusing on room cleanliness and maintenance which helped to illuminate check in delay irregularities
- Successfully launched upsell program NOR1 and trained all employees to maximize upsell opportunities
- Partnered with corporate LHW to improve guest satisfaction goals for Leaders Club, increased from 6% GE to 10%
- Worked with local vendors and implemented new system of purchasing through Birch Street to control cost and quality
Front Office Manager; Housekeeping
The Ritz-Carlton New York, Battery Park
New York
08.2014 - 03.2018
- Managed daily Room Operations consisting of 90+ employees, 5 Leaders, Front Desk, PBX, SPA, Guest Relations, Guest Services, Valet, Club Lounge, Concierge/Retail, and Housekeeping
- Coordinated communication throughout Rooms department to effectively manage high occupancy turnover
- Implemented a new room inspection program which helped to increase room readiness upon arrival by 20%
- Achieved a 30% increase in employee satisfaction with an 86%-year end result
- Implemented a proper inventory par levels control and laundry machinery usage technique which increased productivity and improvement linen distribution throughout the property
Front Office Manager, Director of Housekeeping
The St. Regis Nikolskaya
01.2013 - 05.2014
- Was in charge during the pre-opening phase: development of operational strategy aligned with the brand standards; overall responsibility for FOH operations including recruitment, training, setting up operational standards & procedures, coordination with the project team, product development, delivery schedules, and ordering OS&E for the rooms
- Conducted Department Brand Standards Audits and quality audits to ensure high standard service consistency
- Assisted in formulating the pre-opening budget and implemented the forecasting tool for Rooms.
Assistant Front Office Manager
The Ritz-Carlton New York, Central Park
New York
10.2011 - 12.2012
- Managed and supervised Front of the House team of 30+ employees. Acted as Front Office Manager in manager’s absence
- Provided support to Rooms Controller, Housekeeping and Reservations in order to maintain the balance of the Rooms inventory and maximize revenue
- Responsible for hiring, training and employee development
Club Lounge Manager, Department Trainer, Supervisor
The Ritz-Carlton Moscow
Moscow
05.2007 - 01.2011
- Supervised and scheduled staff (of 15+ employees) based on sales projections and occupancy forecast. In charge of F&B & Concierge on the club level
- Training on proper food presentation and beverage offerings, understanding of wine selections
- Creation of rotational menus based on guest’s needs and seasonal products, as well as seasonal special Food & Beverage programs – actions resulted in increasing the yearly guest satisfaction percentages.
Education
Management Certification - Restaurant & Hotel Revenue, Brand Management Through Digital Platforms
Cornell University
01-2021
Certification - Master Ownership Relations And Finance Management
Cornell University
Ithaca, NY10-2020
MA - Business Studies; Communication Management
Moscow University
06-2011
International Baccalaureate -
Otto Hahn Gymnasium
2004
Skills
- Extensive experience at five diamond properties and luxury lifestyle brands
- Proficient in front and back-of-house systems, from implementation to management
- Hands-on approach to leadership, high attention to detail, and out-of-the-box thinking
- Generate profitable business strategies, and motivate the team in the desired direction
- Highly productive at managing projects independently or on a team
- Creative problem solver with superior communication and presentation skills
- Full understanding of recruiting, training, and developing path for Millennial's and Generation Z
- Experience in leading and coaching the seasoned staff members, understanding collective bargaining agreements in hotels
- Competent understanding and working knowledge of labor laws
- Pre-Opening - budgets, FF&E and OS&E selection
- Solid financial management skills, including budgeting, P&L analyses, CAPEX, Yield Management, DBR and Revenue
- Proficient in MC Office, Google, Opera PMS V5, Opera Cloud, Alice, Marsha, Synaxis, Atlas, UKG, BirchStreet, Folio, Profitsource, Brains, Workday, Lightspeed, OnQ, Galaxy, Lighthouse, GRO, One Yield, Toast, Symphony, MC Micros,
LANGUAGES
English (Fluent)
German (Fluent)
Russian (Fluent)
Spanish (Basic)
Timeline
Interim General Manager, Hotel Manager
The Morrow Hotel, Curio Collection by Hilton, Marriott Capitol Hill
01.2024 - Current
Director of Operations, Rooms, Executive member
Hotel Jerome, an Auberge Collection
05.2021 - 01.2024
Director of Operations, Executive member
St. Regis Nikolskaya, Marriott International
11.2020 - 05.2021
Front of the House Manager, Assistant Rooms
The Ritz-Carlton, Pentagon City
07.2018 - 10.2020
Director of Front Office Operations
Highgate Hotels and Resorts, New York
03.2018 - 07.2018
Front Office Manager; Housekeeping
The Ritz-Carlton New York, Battery Park
08.2014 - 03.2018
Front Office Manager, Director of Housekeeping
The St. Regis Nikolskaya
01.2013 - 05.2014
Assistant Front Office Manager
The Ritz-Carlton New York, Central Park
10.2011 - 12.2012
Club Lounge Manager, Department Trainer, Supervisor
The Ritz-Carlton Moscow
05.2007 - 01.2011
Management Certification - Restaurant & Hotel Revenue, Brand Management Through Digital Platforms
Cornell University
Certification - Master Ownership Relations And Finance Management
Cornell University
MA - Business Studies; Communication Management
Moscow University
International Baccalaureate -
Otto Hahn Gymnasium
ACHIEVEMENTS & NOMINATIONS
- Nominated as Best Executive for 2025 amongst other fellow senior leaders in the company.
- Part of the General Manager Program in 2025.
- Selected as a strong Rooms Leader by Executive Committee to participate in Revenue Road show in 2020
- Selected as a Leader for Corporate Quality project in Overall Guest Satisfaction at the Ritz Carlton, Pentagon City in 2018
- Recognized as winner for the nomination Manager-of-the-Quarter at the Ritz-Carlton New York, Central Park in 2012, Battery Park in 2015, Pentagon City in 2019, Hilton Curio Collection Washington DC
TASKFORCE & HOTEL OPENINGS
- Taskforce and support as General Manager the Manner Hotel, The Unbound Collection by Hyatt Hotels, July 2025 - November 2025
- Taskforce and support the Opening of Stanley Ranch, an Auberge Resorts in Napa in the capacity of Operations Director, April - May 2022
- The Ritz-Carlton Baccara, Santa Barbara: Front of the House Trainer; Philosophy & Culture Training
- The Ritz-Carlton, Toronto: Front of the House Operations and Housekeeping Support
- The Ritz-Carlton Austria, Opening Hotel: Front of the House and Club Lounge Trainer
- Hotel Martinez, Cannes, France: Front Desk operations and Sales