Ben Ly started his Hilton career welcoming guests as a part-time front 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 year with Hilton this year—now as general manager of Zachari Dunes on Mandalay Beach, Curio Collection by Hilton—he’s sharing the keys to his career journey, from how helping others achieve their professional goals is a reward for everyone, to how his Chinese and Cambodian heritage has influenced his workplace mentality.
What inspired you to work in hospitality?
When I started at the Fess Parker’s DoubleTree, I had a mentor who told me that my job was to take care of the guests and have fun doing it. What a concept! I loved every moment of making our guests’ stay at the resort positively memorable. This is what initially drew me into hospitality. As I grew in the industry to department head and director-level roles, my reach extended beyond the guests that stay at the hotel and included the team with which I worked. Helping my team grow in their roles, get promoted to their next job or hotel, or just helping to make the day to day more enjoyable has been a rewarding opportunity. Hospitality is truly a “people” industry and whether I am taking care of guests or team members, it continues to inspire me on a daily basis.
How has Hilton helped you in your career growth? How has it helped you become an even better leader?
I have had a number of mentors within Hilton who gave me the opportunity for growth. Many of them are GMs of the hotels I worked at, giving me not only the opportunity but also challenging me to be better. I would not be where I am today without the mentors and support system I had from Hilton.
What makes your team great?
I am very fortunate to lead the team at Zachari Dunes on Mandalay Beach, Curio Collection by Hilton. Three words come to mind: adaptability, teamwork and grit. This group has gone through a lot over the past several years, and I am proud to be a part of this amazing team. As a group, we have been able to elevate the experience for our guests and team alike, while going through very significant changes at the resort.
A part of the AAPI Heritage Month theme at Hilton this year is "Find your Voice." How did you find your unique voice as a leader in your hospitality career?
Having grown through the ranks at a number of different hotels, I’ve learned that it takes everyone—from the door person greeting guests to the salesperson closing business to the room attendants ensuring that the rooms are clean—to make a true impact on a guest’s stay. Regardless of position, having an approachable way to communicate with the team has always been a goal of mine to ensure that communication flows both ways and we’re able to make connections at every level.
How do you infuse your culture and unique experiences in the work you do?
Growing up, I was raised in a Chinese and Cambodian household with a focus on hard work, dedication and respect. I owe everything to my parents who taught me the importance of responsibility and achievement. These values carry over in our industry as the hard work we put in pays off in the long run, whether it is in guest remarks, hotel culture, or owner relations.
How does your leadership trickle down to help create a great stay for guests?
My mantra to the team has always been to take care of our guests and to take care of each other. Any team member at the hotel has the freedom to go above and beyond to ensure our guests’ expectations are exceeded. Whether it is an opportunity to surprise and delight a guest with an amenity or to make it right during a recovery opportunity, the ultimate goal is that our guests are taken care of.
What is your favorite thing to do at your hotel that guests sometimes miss?
It used to be more of a secret, but the sunsets at Zachari Dunes on Mandalay Beach, Curio Collection by Hilton are truly remarkable. The one thing that every guest needs to do is have their sunset cocktail ready at Dunes Pyre where they can enjoy this new addition to the property while watching a breath-taking sunset.
What is the biggest lesson you’ve learned working in the hotel business?
As the world changes, we have to change with it. Whether it’s our guest or team member expectations, or the overall business climate—it is ever evolving and to be successful, we have to be in front of these changes and adapt with them.
As the world changes, we have to change with it. Whether it’s our guest or team member expectations, or the overall business climate—it is ever evolving and to be successful, we have to be in front of these changes and adapt with them.
