Hapi People Spotlight: Ben Heiland

At Hapi, we believe that our people are the heart of everything we do. This month, we’re excited to shine the spotlight on Ben Heiland, VP of Business & Professional Services. Ben’s journey and passion for the hospitality industry perfectly embodies one of our core values, Together we win. From his early days in service to becoming a trusted advisor for our enterprise customers, his story is a testament to the power of collaboration, dedication, and genuine care for both colleagues and clients. Let’s get to know him a little better!

From the Floor to the Front Lines of Tech

Can you tell us about your background and how you came to work for Hapi?

I’ve spent my entire career in the hospitality industry, gaining experience across Operations, Revenue Management, Finance Projects, and Technology. Two of my previous employers were Hapi customers, and that’s how I was introduced to the passionate, highly skilled professionals at Hapi. I’ve always gravitated towards roles centered on problem-solving and continuous improvement, so when the opportunity arose to join a team dedicated to breaking down technology barriers in our industry, I jumped at the chance!

How long ago did you join Hapi, and what differences have you noticed since then?

I joined just over a year ago, last February. Since then, there’s been a real evolution. When I started, Hapi still had a bit of that startup feel. Now, we’re scaling up and positioning ourselves to support larger clients. While we still focus on development and customer relationships, there’s also been a noticeable shift toward internal growth — ensuring that teams are engaged and fostering stronger collaboration. It's been amazing to watch us all come together to build something scalable.

Can you describe your role and responsibilities?

I lead our professional services and program management for Enterprise accounts. My role is to make sure Hapi delivers solutions that meet the needs of our biggest customers. This involves offering industry and technical advice, working closely with our product and development teams to deliver both standard and custom features, creating and managing project plans, and building our technology roadmap for Enterprise clients.

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Living the Value: Together We Win

This time, we’re highlighting the core value of "Together we win." How do you personally connect with this value?

While I’m passionate about all of our core values, “Together we win” resonates the most with me. Success is rooted in collaboration, shared goals, and collective problem-solving. This is especially true in hospitality, where service defines us. Early in my career, I learned that titles don’t matter when it comes to success—we all win or lose together.

For example, even if a large convention group enjoys a seamless sales process, a smooth check-in, and exceptional banquet service, if their rooms aren’t clean, they might choose not to return. In that case, it doesn’t matter if you’re a housekeeper, a banquet server, or the General Manager—you’ve lost that business together.

I’ve worked alongside servant leaders who weren’t afraid to jump in and help wherever needed, and I strive to follow their example every day. If there’s a gap I can fill, I step in. We share in both failures and successes, and I do everything I can to bridge gaps and drive the team toward a win.

How do you incorporate the “Together we win” approach in your daily work?

It's very much about practicing what I admire in others. I’ve never been the type to say, “That’s not my job.” If there’s something that needs doing, and I have the skillset to help, I’ll absolutely jump in. For me, it's about maintaining a sense of curiosity and a willingness to learn — figuring things out, understanding the bigger picture, and continuously improving.

Every day, I try to lean into that curiosity. If there’s something I’m not familiar with but it impacts my work or could improve the way we do things, I’m eager to learn about it. I believe that helps us all grow and move forward together. It's about making sure no one is left behind and we're all advancing as a team.

How do you help others develop this same sense of curiosity?

I do think some people are naturally curious, but for those who aren’t, it's about creating opportunities that spark their curiosity. In past roles, I’ve seen people slip into autopilot — they get comfortable and stop asking questions. My goal is to challenge them, because as the saying goes, “If it doesn’t challenge you, it doesn’t change you.”

It’s about finding what excites them and creating scenarios that push their boundaries, even just a little. Thankfully, at Hapi, I haven’t really encountered that complacency. The team here is already very curious and open. Plus, because our environment is constantly evolving — with new clients, products, and functionalities — we don’t have the luxury of getting too comfortable. What I do today is quite different from what I was doing a year ago, and I believe that’s true for most of the team. That constant growth is incredibly energizing.

Building Meaningful Client Relationships

How do you build such a deep relationship with a client?

It really comes down to trust — being honest, transparent, and not being afraid to show vulnerability. When things don’t go as planned, we own it. We’re upfront about what happened, how we’re going to fix it, and how we’ll prevent it from happening again.

That honesty has actually strengthened our relationship with IHG. Instead of hiding mistakes, we work together to understand the root cause and improve. I think that builds a stronger foundation for the future. It’s very much a full-time job managing a relationship like that, but it’s worth it because it becomes a true partnership, not just a client-vendor relationship.

What has been one of your most memorable experiences or achievements at Hapi?

One highlight has been attending a customer’s internal technology conference, where we were treated like part of their team rather than just a vendor. I’ve been both a customer and a third-party provider before, but I’ve never experienced this level of collaboration. It’s incredibly rewarding to be a trusted advisor, and I’m proud of how my team has built such a strong partnership.

Off the Clock: Music, Margaritas, and Memories

Tell us about your favorite travel experience.

I love laid-back travel. My favorite memory is a sunset dinner on the beach in Zihuatanejo, Mexico. I was sipping the best margarita I’ve ever had, listening to the waves, while a local musician played traditional folk songs. The only way it could have been better is if I had a hammock and a second margarita in hand!

What's your secret talent or favorite hobby?

I’ve been playing piano since I was 4. I had classical training as a teen and even performed at concerts and competitions, becoming internationally ranked through the American College of Musicians. These days, I mostly play for myself, but it’s still one of my favorite ways to unwind.

What makes you Hapi?

Spending time with the people I care about is deeply restorative for me. Whether it’s cooking with family and friends, swapping stories around a campfire, or playing a game together, nothing makes me Hapi-er than great company and deepening connections with loved ones. 

Final Thoughts

Ben’s story is a powerful reminder that success is never a solo effort. By embracing “Together we win”, he creates stronger connections with our customers and fosters a culture of trust and collective triumph within the team. 

At Hapi, it’s this spirit of collaboration that propels us forward—because when we lift each other up, we all rise. Here’s to continuing to win, together!

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