Matthew Ryan Heymann

Work History

DIRECTOR OF FRONT OFFICE

OMNI HOTELS AND RESORTS, OMNI WILLIAM PENN

Pittsburgh , PA

04.2022 - Current

Oversaw 2 managers, 4 supervisors, and 45 union associates at 597-room property
Valet attendants, bell persons, door persons, concierge, loyalty ambassador, reservations team, front desk agents, and PBX attendants
Attended weekly revenue strategy meeting with Regional Director of Revenue
Ensuring productivity goals were under budget
Revamped training protocols and procedures for all new hires
Created new processes for guest billing thus increase billing scores for guest satisfaction
Guest satisfaction:
Overall Service score year over year increased .03 points
Overall Experience score year over year increased .08 points.
Developed front-office programs that boosted morale and encouraged team to deliver exceptional service and cost control.
Assisted team in handling and solving complaints and incidents, communicating results with corporate management.

GENERAL MANAGER

MCR INVESTORS, THE HIGHLINE HOTEL

09.2021 - 12.2021

Oversaw 5 managers, 2 supervisors, and 24 union associates at 60-room independent boutique hotel
Implemented new food/liquor cost controls
Streamlined hotel operating expenses
P&L control and review monthly
Expanded staffing to ensure proper roll out of outdoor patio space
Increased revenue by 10K year over year
Created plan for outdoor holiday plan which was dormant since 2020
Rolled out numerous new policies to ensure COVID safety guidelines were followed in accordance with state laws
Facilitated repairs with 3rd party vendor on multiple suites due to leak on roof
Managed relationship with conference space Dean
Succeed in installing secure front doors on a historic property
This ensured that no labor needed to be added while maintaining security
Project saved 87K annually
Crafted SOPs and trained associates for water treatment plant to save 50K annually.
Developed and implemented strategies to increase sales and profitability.
Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.

REGIONAL MANAGER

MCR INVESTORS

01.2020 - 09.2021

Oversaw 6 full-service properties (over 3,000 rooms and over 1,500 associates)
Assisted with asset management of 2 full-service properties (over 1,000 rooms)
Supported regional team with various task force General Manager opportunities due to COVID staffing shortage
Assisted in coordination of several management and ownership acquisitions
Completed analysis of Profit and Loss Statements and provided insight to ownership
Completed Human Resource tasks including payroll setup, weekly payroll, payroll training to property, offer letters, background checks, I-9 review/audits, and company benefit enrollments
Introduced cost-saving initiatives to reduce losses and increase profit margin.
Forecasted sales and established processes to achieve sales objectives and related metrics.
Conducted break-even analysis worksheets to ensure profitability
Created processes and implemented standard operating procedures
Conducted inventory control
Managed, reviewed, and serviced contracts with 3rd party vendors
Supervised staff to optimize brand expansion initiatives and productivity.
Established and maintained operational standards for 6 properties.
Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
Managed P&L to decrease discrepancies and retain timely and under-budget project completion.

DIRECTOR OF FRONT OFFICE

NEWARK INTERNATIONAL LIBERTY AIRPORT MARRIOTT HOTEL

06.2019 - 12.2019

Oversaw 4 managers and 48 associates at 591-room and 30,000 square-foot meeting space at airport property
Reduced corporate customer-care takeover files by over 100 files in 2 months reducing cost to property by $18,000
Recorded highest Check-In score in Guest Satisfaction for property in 2 years
Reduced productivity every month starting in July with rebid of schedules
Developed front-office programs that boosted morale and encouraged team to deliver exceptional service and cost control.
Assisted team in handling and solving complaints and incidents, communicating results with corporate management.

Director, Style (Housekeeping)

W NY UNION SQUARE

New York, NY

11.2015 - 06.2019

Oversaw assistant director, manager, and 60 associates at 270-room union property
Oversaw Engineering Department for one year
Project lead on new guest-experience platform responsible for converting over sixty cell phones to iPhones, including setup and training
Collaborated with Human Resources on all union issues within department
Achieved third highest score in East Region for Guest Satisfaction Survey in 2016 for guest room cleanliness
Successfully raised guest room cleanliness scores by ten points on Guest Satisfaction Survey in 2017 (most improved in East Region)
Effectively saved $30,000 in year via guest supply line by reducing inventory par levels
Achieved highest Associate Opinion Survey results in hotel for two consecutive years (91% in 2016 and 97% in 2017)
Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
Worked closely with organizational leadership and Executive Committee to guide operational strategy.
Managed daily operations while overseeing multiple sub departments to foster increased productivity.
Established departmental performance goals and provided feedback for underperforming areas.
Won Manager of the Year 2018.
Won Manager of the quarter 2017.

Assistant Director of Style (Housekeeping)

W NY Union Square

07.2015 - 11.2015

Maintained strong working relationship with third party companies (including linen, dry cleaning for guest and employees, and overnight cleaning)
Trained and mentored new employees on industry practices and business operations.
Worked closely with management to provide effective assistance for specific aspects of business operations.

Director of Housekeeping

SHERATON PARSIPPANY

Parsippany , NJ

08.2014 - 07.2015

Reported directly to General Manager while being held responsible for managing 86 associates, 6 supervisors, and in-house laundry department within a 370-room union property
Conducted weekly operational meetings and provided follow up on tasks such as staffing of events and budgeting of expenses
Efficiently monitored and reported on Profit and Loss statement for entire Rooms Department
Effectively led hotel in successful transition from corporate to franchise-managed property in July 2015
Achieved 90% on the 2014 Associate Opinion Survey (highest in the hotel and most improved based on the year-over-year results)
Trained and mentored all new personnel to maximize quality of service and performance.
Communicated repair needs to maintenance staff.
Won Manager of the first quarter 2015.

Director of Front Office Operations

Starwood Hotels And Resorts

01.2013 - 08.2014

Managed 18 team members including Club Lounge attendants and Front Office supervisors
Attended weekly revenue strategy meeting with GM and Director of Sales and Marketing
Worked directly with Director of Food and Beverage and Executive Chef to coordinate SPG/VIP receptions monthly
Completed ordering, scheduling, and training of all Club Lounge attendants
Managed third-party security company, in charge of developing property tours, scheduling of officers, and creating safety and security standard operating procedures
Exceeded year-over-year goal by 5% for 2013 Guest Membership Reward enrollment
Achieved highest score within hotel on 2013 Associate Opinion Survey 85% vs 75% versus previous year
Successfully improved Guest Satisfaction Survey results by 2 points as compared to previous year
Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Reconciled end-of-day reports to determine accurate billing and payment processing.
Coached employees through day-to-day work and complex problems.

Assistant Director of Front Office

DOUBLETREE BY HILTON PITTSBURGH DOWNTOWN

03.2011 - 12.2012

Summary

Overview

Work History

DIRECTOR OF FRONT OFFICE

GENERAL MANAGER

REGIONAL MANAGER

DIRECTOR OF FRONT OFFICE

Director, Style (Housekeeping)

Assistant Director of Style (Housekeeping)

Director of Housekeeping

Director of Front Office Operations

Assistant Director of Front Office

Education

Bachelor of Science - Hospitality Management, Sales and Marketing Management

Skills

Accomplishments

Certification

Work Availability

Timeline

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