When Nancy Palma was just 19, she adopted her younger brother and sister after her mother passed away from breast cancer. That experience forged her values of commitment, hard work and persistence in the face of challenges. Focusing on those qualities has helped her find success throughout her 12-year career with Marriott.

She began her career journey as a Guests Services Representative at the Residence Inn Springfield, Va. From there she has gained experience in multiple roles in both full service and select Marriott brands. Now, as Assistant General Manager at the SpringHill Suites in Alexandria Old Town/Southwest, she has an opportunity to use her training and skills to lead by example and take genuine care of her associates and guests. As a result, Guest Satisfaction and Associate Engagement scores have soared under Nancy’s leadership.

Nancy keeps her team motivated by bringing an unfailingly positive outlook to any circumstance. She never leaves for the day without asking her team “what do you need?” She believes responding calmly to stress and focusing forward is the key to being a good leader.

Recently, the hotel experienced unexpected water damage that was spreading to multiple floors. Nancy coordinated multiple teams within the hotel to contain the leak as quickly as possible. She did not rest until the rooms were restored and available for bookings once again.

According to General Manager Pio Mendes, “Nancy is the sand in a jar full of rocks. She instinctively knows how to fill the gaps and make our work complete.”

Throughout her career, Nancy has had mentors in her life to help guide her steps to reaching her biggest goal: becoming a General Manager. She pays that forward by providing her team with developmental opportunities. She’s most proud when an associate is promoted within the company.