Ben Ly began his Hilton profession welcoming company as a part-time entrance desk agent at Fess Parker’s DoubleTree (later renamed the Hilton Santa Barbara Beachfront Resort) in September 2003. As Ly readies to mark his 20th 12 months with Hilton this 12 months—now as common supervisor of Zachari Dunes on Mandalay Seaside, Curio Assortment by Hilton—he’s sharing the keys to his profession journey, from how serving to others obtain their skilled objectives is a reward for everybody, to how his Chinese language and Cambodian heritage has influenced his office mentality.
What impressed you to work in hospitality?
Once I began on the Fess Parker’s DoubleTree, I had a mentor who instructed me that my job was to handle the company and have enjoyable doing it. What an idea! I cherished each second of creating our company’ keep on the resort positively memorable. That is what initially drew me into hospitality. As I grew within the {industry} to division head and director-level roles, my attain prolonged past the company that keep on the lodge and included the group with which I labored. Serving to my group develop of their roles, get promoted to their subsequent job or lodge, or simply serving to to make the day after day extra pleasant has been a rewarding alternative. Hospitality is really a “individuals” {industry} and whether or not I’m caring for company or group members, it continues to encourage me each day.
How has Hilton helped you in your profession progress? How has it helped you change into a fair higher chief?
I’ve had a lot of mentors inside Hilton who gave me the chance for progress. A lot of them are GMs of the inns I labored at, giving me not solely the chance but in addition difficult me to be higher. I’d not be the place I’m at present with out the mentors and assist system I had from Hilton.
What makes your group nice?
I’m very lucky to steer the group at Zachari Dunes on Mandalay Seaside, Curio Assortment by Hilton. Three phrases come to thoughts: adaptability, teamwork and grit. This group has gone by means of rather a lot over the previous a number of years, and I’m proud to be part of this wonderful group. As a gaggle, we’ve got been capable of elevate the expertise for our company and group alike, whereas going by means of very vital adjustments on the resort.
Part of the AAPI Heritage Month theme at Hilton this 12 months is”Discover your Voice.” How did you discover your distinctive voice as a frontrunner in your hospitality profession?
Having grown by means of the ranks at a lot of totally different inns, I’ve realized that it takes everybody—from the door individual greeting company to the salesperson closing enterprise to the room attendants guaranteeing that the rooms are clear—to make a real affect on a visitor’s keep. No matter place, having an approachable solution to talk with the group has all the time been a aim of mine to make sure that communication flows each methods and we’re capable of make connections at each stage.
How do you infuse your tradition and distinctive experiences within the work you do?
Rising up, I used to be raised in a Chinese language and Cambodian family with a deal with onerous work, dedication and respect. I owe all the things to my mother and father who taught me the significance of accountability and achievement. These values carry over in our {industry} because the onerous work we put in pays off in the long term, whether or not it’s in visitor remarks, lodge tradition, or proprietor relations.
How does your management trickle down to assist create an excellent keep for company?
My mantra to the group has all the time been to handle our company and to handle one another. Any group member on the lodge has the liberty to go above and past to make sure our company’ expectations are exceeded. Whether or not it is a chance to shock and delight a visitor with an amenity or to make it proper throughout a restoration alternative, the final word aim is that our company are taken care of.
What’s your favourite factor to do at your lodge that company typically miss?
It was extra of a secret, however the sunsets at Zachari Dunes on Mandalay Seaside, Curio Assortment by Hilton are really outstanding. The one factor that each visitor must do is have their sundown cocktail prepared at Dunes Pyre the place they’ll get pleasure from this new addition to the property whereas watching a breath-taking sundown.
What’s the largest lesson you’ve realized working within the lodge enterprise?
Because the world adjustments, we’ve got to alter with it. Whether or not it’s our visitor or group member expectations, or the general enterprise local weather—it’s ever evolving and to achieve success, we’ve got to be in entrance of those adjustments and adapt with them.
Because the world adjustments, we’ve got to alter with it. Whether or not it’s our visitor or group member expectations, or the general enterprise local weather—it’s ever evolving and to achieve success, we’ve got to be in entrance of those adjustments and adapt with them. Ben Ly, Common Supervisor, Zachari Dunes on Mandalay Seaside, Curio Assortment by Hilton
About Hilton
Hilton (NYSE: HLT) is a number one international hospitality firm with a portfolio of 18 world-class manufacturers comprising greater than 6,800 properties and greater than 1 million rooms, in 122 international locations and territories. Devoted to fulfilling its founding imaginative and prescient to fill the earth with the sunshine and heat of hospitality, Hilton has welcomed greater than 3 billion company in its greater than 100-year historical past, earned a high spot on the 2021 World’s Finest Workplaces record and been acknowledged as a worldwide chief on the Dow Jones Sustainability Indices for 5 consecutive years. In 2021, along with opening a couple of lodge a day, Hilton launched a number of industry-leading expertise enhancements to enhance the visitor expertise, together with Digital Key Share, automated complimentary room upgrades and the power to ebook confirmed connecting rooms. By means of the award-winning visitor loyalty program Hilton Honors, the practically 128 million members who ebook instantly with Hilton can earn Factors for lodge stays and experiences cash cannot purchase. With the free Hilton Honors app, company can ebook their keep, choose their room, test in, unlock their door with a Digital Key and take a look at, all from their smartphone. Go to newsroom.hilton.com for extra info, and join with Hilton on Fb, Twitter, LinkedIn, Instagram and YouTube.
