Skift Take
Las Vegas is well known as one of the most popular leisure destinations in the world, but it's also a major center of business events. Find out how Caesars Entertainment is investing in Harrah's Las Vegas to deliver the ultimate attendee experience.
This content was created collaboratively by Caesars Entertainment and Skift’s branded content studio, SkiftX.
Las Vegas has a global reputation for world-class entertainment and celebrity chef dining and is in the top three cities for conferences in the United States. It’s hard to beat in terms of infrastructure, with 15 million square feet of exhibit and meeting space, more than 1,000 amazing restaurants and over 150,000 hotel rooms. Whether attendees are discovering the latest digital breakthroughs at CES or discussing the future of physical buildings at World of Concrete, Vegas means business — literally.
This dynamic city attracted more than 55 million visitors from around the world last year, welcoming a mix of leisure guests and conference attendees. How does the city serve these two distinct audiences? To understand, look no further than Caesars Entertainment, a brand that feels synonymous with the bright lights and action of Las Vegas. As more organizations choose the city for their conferences, meetings, and trade shows, the company has been working to transform its portfolio of properties to meet the evolving needs of today’s attendees and event planners.
“Authentic and meaningful relationships have been integral to building our reputation and our business,” said Kelly Gleeson Smith, vice president of sales, Caesars Entertainment Meetings and Events. “With CAESARS FORUM now open and very well received in the market, Caesars Entertainment is investing in Harrah’s Las Vegas to provide a first-class experience for attendees meeting at the new state-of-the-art conference center.”
Read on to understand the company’s larger vision to redefine both the attendee and the planner experience.
Different Brands, One Goal: Best-In-Class Customer Service
Some planners may not be familiar with the backstory of eight of the most iconic properties on the Las Vegas Strip. Harrah’s Entertainment bought Caesars in 2005 in a deal that created the largest casino operating company in the world at the time, and then in 2020, Eldorado Resorts bought Caesars Entertainment (CZR).
While the trail of mergers and acquisitions may be hard to follow if you aren’t regularly reviewing corporate deal-making announcements, there is one constant bright light for this family of properties: a commitment to creating an ecosystem of happy employees and happy guests. The company does it via a “family-style service” that includes personalized touches and extra effort to make guests feel welcome. The family is big — Caesars Rewards has more than 65 million members — and the feeling extends beyond their customer base into employee culture as well. Multiple properties have landed near the top of “Best Places to Work” lists in their respective cities.
For meeting planners, that family-style approach is a key difference-maker. Whether the event takes place at a venue within Caesars Palace or Harrah’s, they can count on their convention services team to ensure everything goes to plan and more. Under this model, the customer experience is as much about the organize as it is about the attendee. “We don’t look at events as transactional,” Gleeson Smith said. “We think of them the same way that organizations do. Just as one event is a chance to build a long-term relationship with your attendees, we see events as an opportunity to nurture that trust. Planners need someone on the ground who can help them navigate the curveballs that inevitably come up.”
Applying Lessons From Across the Country
Of course, great customer service needs to rest on a foundation of best-in-class infrastructure designed with the client in mind. The updates to Caesars Entertainment and Harrah’s in Las Vegas follow a company-wide effort to rethink properties for the needs of meetings and events. Consider Harrah’s Waterfront Conference Center in Atlantic City, which was designed to deliver what every planner needs: flexibility. After opening its doors in 2016, the property — which features two 50,000-square-foot ballrooms that can be configured 200 different ways — hosted MPI’s World Education Congress. “More than seven years later, many of the more than 2,000 attendees who were there continue to say it was one of the best experiences the organization ever hosted,” said Gleeson Smith.
In Las Vegas, recent property investments are designed to give planners the same kind of blank canvas they need to craft an unforgettable experience. The 550,000-square-foot CAESARS FORUM features the two largest pillarless ballrooms in the world, both of which can be divided into 38 sections. And for organizers looking to take advantage of the growing appetite for outdoor environments, the venue features the city’s only dedicated outdoor event plaza with over 100,000 square feet of space — conveniently connected and adjacent to LINQ Promenade and the High Roller in its center of the Strip location.
For many attendees, it’s also key to have quick access to their overnight accommodations. When groups are finished with a program at CAESARS FORUM, they can stroll across the sky bridge to Harrah’s Las Vegas, where the recent $200 million investment in renovations has transformed the 2,540-room property with a sleek new look. The room count includes more than 200 luxury suites, giving organizers more options for VIPs. Other business-friendly amenities include Ramsay’s Kitchen by celebrity chef Gordon Ramsay, a new lounge, and a porte-cochère that is currently under construction.
A Seamless Experience — and a Proven Leader in AI
Providing attendees with a seamless experience isn’t just about updated decor. It’s about making every step of their journey smoother, from checking in to checking out the surrounding entertainment. The ultimate hospitality experience may lie in a two-pronged tactic, combining the best of technology with a human-centered approach.
For guests at Harrah’s Las Vegas, automated kiosks speed up the check-in process — a major selling point for busy attendees who are gearing up for three jam-packed days of learning and networking.
And while artificial intelligence may be making headlines now, the property was well ahead of the curve in leveraging the power of technology for a better stay. Since 2018, guests have been able to interact with Ivy — a digital concierge that can handle reservations for dining and entertainment, along with taking care of housekeeping and maintenance requests. Soon enough, mobile devices will be able to power even more of the convenience that attendees crave: Harrah’s Las Vegas is currently developing mobile check-in and keyless entry.
“As technology continues to change the way that attendees learn and interact during business events, we’re constantly working to determine how new advancements can make their lives simpler during their stay, as well,” Gleeson Smith said. “At the same time, though, it’s not just about tech. We’ve always been known for the human touch of our legendary customer service. It’s what makes an event here feel so special for attendees, and it’s what makes planners feel so confident. Our team is there to support and guide every step of the way and adapt as new needs and surprises arise.”
To learn more about the amenities and services available at Harrah’s Las Vegas and CAESARS FORUM, submit an RFP or visit caesarsmeansbusiness.com.
This content was created collaboratively by Caesars Entertainment and Skift’s branded content studio, SkiftX.
December 12th, 2023 at 10:20 AM EST
