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 normal 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 targets 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 advised me that my job was to deal with the company and have enjoyable doing it. What an idea! I beloved 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 resort and included the workforce with which I labored. Serving to my workforce develop of their roles, get promoted to their subsequent job or resort, or simply serving to to make the day after day extra pleasing has been a rewarding alternative. Hospitality is really a “folks” {industry} and whether or not I’m taking good care of company or workforce members, it continues to encourage me each day.
How has Hilton helped you in your profession development? How has it helped you develop into a good higher chief?
I’ve had a variety of mentors inside Hilton who gave me the chance for development. 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 might not be the place I’m as we speak with out the mentors and help system I had from Hilton.
What makes your workforce nice?
I’m very lucky to guide the workforce at Zachari Dunes on Mandalay Seaside, Curio Assortment by Hilton. Three phrases come to thoughts: adaptability, teamwork and grit. This group has gone by way of loads over the previous a number of years, and I’m proud to be part of this superb workforce. As a bunch, we’ve been capable of elevate the expertise for our company and workforce alike, whereas going by way of very important modifications 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 way of the ranks at a variety of totally different inns, I’ve realized that it takes everybody—from the door particular person greeting company to the salesperson closing enterprise to the room attendants guaranteeing that the rooms are clear—to make a real impression on a visitor’s keep. No matter place, having an approachable method to talk with the workforce has at all times been a objective 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 give attention to onerous work, dedication and respect. I owe every thing 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, resort tradition, or proprietor relations.
How does your management trickle down to assist create an excellent keep for company?
My mantra to the workforce has at all times been to deal with our company and to deal with one another. Any workforce member on the resort 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 objective is that our company are taken care of.
What’s your favourite factor to do at your resort that company generally miss?
It was extra of a secret, however the sunsets at Zachari Dunes on Mandalay Seaside, Curio Assortment by Hilton are actually exceptional. 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 resort enterprise?
Because the world modifications, we’ve to alter with it. Whether or not it’s our visitor or workforce member expectations, or the general enterprise local weather—it’s ever evolving and to achieve success, we’ve to be in entrance of those modifications and adapt with them.
Because the world modifications, we’ve to alter with it. Whether or not it’s our visitor or workforce member expectations, or the general enterprise local weather—it’s ever evolving and to achieve success, we’ve to be in entrance of those modifications and adapt with them. Ben Ly, Basic Supervisor, Zachari Dunes on Mandalay Seaside, Curio Assortment by Hilton
About Hilton
Hilton (NYSE: HLT) is a number one world hospitality firm with a portfolio of 18 world-class manufacturers comprising greater than 6,800 properties and greater than 1 million rooms, in 122 nations 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 prime spot on the 2021 World’s Greatest Workplaces checklist and been acknowledged as a world chief on the Dow Jones Sustainability Indices for 5 consecutive years. In 2021, along with opening multiple resort a day, Hilton launched a number of industry-leading know-how enhancements to enhance the visitor expertise, together with Digital Key Share, automated complimentary room upgrades and the power to guide confirmed connecting rooms. By the award-winning visitor loyalty program Hilton Honors, the practically 128 million members who guide instantly with Hilton can earn Factors for resort stays and experiences cash cannot purchase. With the free Hilton Honors app, company can guide 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.
