%20(2).png)
At Hapi, our people are the heartbeat of our mission. This month, we’re proud to shine the spotlight on Kim Bilotto, a key member of our Signature Support Team. Kim lives out one of our most energizing values:Propel, by pushing herself, her teammates, and Hapi forward every day.
From her roots in service to her passion for training and team-building, Kim’s journey is a story of growth, connection, and contagious positivity. Let’s get to know her a little better.
From Front Desk to Frontline Leadership
Can you tell us about your background and how you came to work for Hapi?
I have been in the hospitality/service industry my entire adult life. My career path began with the USAF, gaining knowledge and experience as a front desk agent. After the Air Force I became a home health aid for the disabled and elderly, for which I am grateful for those experiences that taught me what true compassion and kindness looks like, towards those that need it the most. In 2004 I landed a job at Micros - later Oracle, where I learned Opera/OXI and later moved on to the Interface Team, where I gained most of my knowledge and skills working with vendors and supporting all of the different interfaces a hotel requires.
I have also worked for StayNTouch, as part of the technical support team, previous to joining the Hapi Team in 2022.
How long ago did you join Hapi, and what differences have you noticed since then?
I joined Hapi in September of 2022.
Hapi has grown in so many ways since! Our customer base is getting larger each year, and with that, our employee count is increasing right along with it. Every team seems to be collaborating, always striving to enhance processes and procedures and increase efficiency to get the job done. Hapi management has defined their mission and values, which for me, was very meaningful. Those are the same values I try to instill in our children and are some of the very same values I was taught as a child, and later embodied in the Air Force. I am so proud to be a part of the Hapi family and grateful to be a part of that growth.
Living the Value: Propel
This time, we’re highlighting the core value of "Propel." How do you personally connect with this value? How do you incorporate the “Propel” approach in your daily work?
I have always been a type of person to help people. I guess my internal story is "I would want someone to do the same for me if I needed help". So in the case of the work place, I want to be the one to onboard the newcomers. I enjoy connecting with them, getting to know them, and forming that relationship with them that allows an openness to ask questions and gain the skills/knowledge that will ensure they have the confidence to perform well amongst the team. Building and being a part of a strong team is important to me. So, when a new employee joins our team, I always offer to take the brunt of the training on, but I also enjoy doing so.
It is important to me that my team knows they can always count on me to be present, complete my daily tasks, know that I am available if they need assistance with anything, or willing to broaden my skills to take on a new task.
How do you promote a culture of Propel and Improvement and finding better solutions?
I focus on maintaining a positive attitude, which I believe energizes others. The company’s culture is motivating, and I try to share that energy with new team members. Whether through training or daily interactions, I want them to feel confident and supported. It’s important to create an environment where everyone feels like they can contribute, even in a remote setting.
Building Teams, Trust, and Confidence
What do you enjoy most about your daily work?
I love training others. It’s something I’ve always enjoyed, even back when I was a student teacher. When I’m confident in what I know, I feel natural teaching others. It’s also fulfilling to be part of a close-knit team where everyone shares responsibilities and supports each other. I enjoy working with my manager and the IHG team, and it feels great to know that our hard work is valued. Seeing the results of all our efforts, especially with new projects coming in, makes it all worth it.
What has been one of your most memorable experiences or achievements at Hapi?
I am passionate about training or teaching something I have knowledge or skills in. So for me, I feel that having a direct hand in onboarding most of our current team (IHG Signature Support Team) is so rewarding. I have always loved being a part of something, whether it was sports in high school, or the Air Force, or being a part of a work team. That connection and support of each other, when you have it right, is one of the greatest feelings outside of your family.
Being able to onboard our new team members allows me to work with them one on one, to ensure that I provide a strong base of skills and knowledge. I take a lot of pride in training and I take a lot of pride in my job. The goal for our team was always to "wow" IHG, and go above and beyond their expectations. We have earned their trust, we have earned their confidence in our abilities, and Hapi earned more of IHG's business/projects, in doing so. It's a great feeling to be a part of this success for Hapi.
Off the Clock: Puzzles, Playlists, and Grand Canyon Weddings
Tell us about your favorite travel experience.
While my husband and I have been together for 10+ years, and we had blended our families years ago, we just tied the knot and made it official 3 years ago. We took the kids on a 10 day adventure which began in Phoenix, AZ and ended in Las Vegas, NV. We explored parts of Arizona, Utah and Nevada and while we were at the Grand Canyon (Horseshoe Bend to be exact) we got married! The time we got to spend with our kids, exploring new places together, along with getting married and having that memory of such an intimate time for all of us. Best trip ever for so many reasons!
What's your secret talent or favorite hobby?
I love to do jigsaw puzzles! I started very young thanks to my grandmother. Some of my most cherished childhood memories, are doing puzzles for hours, alongside my grandmother. It was a rare occasion, not to see our dining room table taken over by a puzzle in the works. I still do them today and puzzles are often a gift from friends or my kids. The talent part of it, is I can usually knock them our pretty quickly!
What makes you Hapi?
Spending time with my family - usually our backyard, sitting around the firepit, or swimming, and listening to music. Just being together, enjoying these moments and making memories, well aware of how fast our kids are growing up and will soon move on to their next chapter.
Final Thoughts
Kim’s story reminds us that growth and success are built on care, consistency, and community. Her passion for helping others, commitment to improvement, and drive to keep Hapi moving forward embody the very essence of Propel.
.jpg){kind=icon}
.png)