Tracy Blair
Director of Sales and Marketing, Sheraton Denver Downtown
Motivating Force: As the largest hotel in Denver and a halo property for The Sheraton Brand transformation, the last two decades have been transformative and inspiring. During Covid, the property underwent a more than $80 million renovation and I was fortunate to play an integral role in this process—leading the Sheraton Denver through a massive brand transformation and repositioning effort—which brought the iconic 80-year-old Sheraton brand back to life impacting all Sheraton properties globally. Because Denver was one of the two halo hotels in the U.S. meant that I was able to pilot decisions on design and vision and see the process unfold. Now, the Sheraton brand encompasses a modern expression of the world’s gathering place where guests feel like a local, and locals feel like guests. The downtown Denver property exemplifies this as the original Town Center situated right in the heart of the city on the 16th Street Mall.
Approach to Supercharging Experiences: We have long been celebrating local experiences at Sheraton Denver and now with the roll-out of Gatherings by Sheraton, we will enhance and add value to not only the guests’ stays but to area residents and the broader community as well. Gatherings will celebrate the unique culture of downtown Denver through highly curated food, beverage and experiential offerings available at the property and build community through events that encourage guests and locals to come together and make meaningful connections. Our newly appointed community managers serve as the welcoming face of the Sheraton’s newly remodeled public spaces, offering features and services for guests that are uniquely Sheraton—including community tables, booths and studios spaces. All of these concepts are designed to foster guest productivity, connectivity and a sense of community. Our new executive chef and scratch pastry kitchen concept bring local fare to life through our customizable food offerings.
Hospitality Career Highlights: For the last 20 years, I have had the distinct privilege of working in the Denver market alongside a talented group of people which has developed into an award-winning sales team. Putting people first is part of the DNA of Marriott International and has been the key to its long-term success and a highlight of my career. Another crowning achievement of my career has been leading the property through its renovation and serving as key stakeholder in the brand transformation which has elevated our property to a world class meeting destination. Since then, we have continued to transform spaces in the hotel to create unique and unparalleled meeting experiences including Top Golf Swing Suite, Parlur and Bezel—two phenomenal spaces with outdoor offerings in the heart of downtown Denver. My passion for expanding new ideas and implementing innovation has helped drive the vision and progress of the Sheraton brand transformation. I have also served on the board of many local organizations and am currently president of the Tourism Improvement District (TID) with the City and County of Denver and will serve as Chairperson in 2024. I am a board member for Destination Colorado and was recently named a 2022 Ambassador of the Year for the organization.
Next Advance Pursuing: Downtown Denver has always been an amazing destination and the gateway to the Rocky Mountains and now the city is actively investing in reinvigorating the downtown through a major renovation of the 16th Street Mall and numerous initiatives to drive economic growth. As TID president, I look forward to being a part of this process. My team at Sheraton Denver is also working to create curated bookable experiences that elevate the guests’ stay and allow them to experience all this great city has to offer from breweries to concert venues, coveted neighborhoods, restaurants and off-the-beaten-path hidden gems.
We are also focused on staying ahead of the curve in terms of sustainability throughout the property and in our meetings and events program. As the largest hotel in Denver, we are implementing projects that will help achieve the city’s goal of making Denver net zero by 2040 by implementing a variety of initiatives including energy-efficient lighting, smart building maintenance for heating/cooling, programs that produce less food waste, plastic and reducing water usage.
Stacy Daeffler
Director of Group Sales, East West, Beaver Creek
Motivating Force: I am driven by the desire to offer groups an exceptional and unforgettable experience at East West properties in Beaver Creek, Colorado. My passion lies in highlighting the beauty of our destination and the myriad of opportunities it presents. With experience spanning both the planning and supplier aspects of this industry, I enjoy collaborating with clients, assisting them in curating distinctive and lasting experiences for meeting attendees at our properties.
Approach to Supercharging Experiences: Our picturesque Alpine location provides attendees with an intimate environment where they can strike a harmonious balance between work and leisure. Our destination naturally draws people outdoors and we actively promote this by offering a wide range of activities, both on and off the mountain, throughout all four seasons. The Charter, recently renovated, is a property we take great pride in, as we endeavor to establish it as one of Beaver Creek’s top conference hotels in the Rocky Mountains.
Hospitality Career Highlights: Significant milestones in my hospitality career include my progression from manager to board member for Destination Colorado, along with my active position on the board of Meeting Professionals International. These roles have not only shaped enduring friendships but have also facilitated invaluable connections. Colorado is home to a close-knit community of hospitality professionals who genuinely value and uplift one another. This sense of unity proves advantageous for planners contemplating Colorado as their preferred destination–if our offerings don’t precisely meet your requirements, I’m well-equipped to connect you with a variety of other highly qualified alternatives!
Next Advance Pursuing: I’m excited to announce my involvement in East West’s new Mentor/Mentee program for employees, where I’ll have the opportunity to learn from and shadow our chief human resources officer. I can’t wait to dive into this experience! Additionally, I’ll be embarking on travels to various other East West destinations and properties to collaborate with my colleagues and contribute to the growth of East West Meetings & Events.
Kelly Gleeson Smith
Vice President of Sales, Caesars Entertainment
Motivating Force: As the oldest of three girls, it’s always been in my nature to be a bit of a trailblazer and a leader. It’s these innate traits that I feel really bolstered me when I first entered the professional world as a woman and found myself facing many challenges and struggling to find support. Thankfully, the world has changed a lot over the past 25 years, but that harsh initiation into the professional world never quite left me. Thich is why the motivating force behind my career is to ensure that our industry is a beacon for young professionals looking for a place where anyone and everyone can soar to greater heights!
Approach to Supercharging Experiences: When I think about the word “supercharging,” what comes to mind first are the groundbreaking companies like Apple or Tesla whose cutting-edge technology now seems almost commonplace with how strongly it’s impacted our world. I think to myself, how can we in the hospitality industry translate that level of innovation into experiences for customers? At Caesars Entertainment, our approach begins with personal knowledge about our customers that we combine with a seamless experience and a willingness to take risks. Just like innovation in tech, you must be willing to do something that others are afraid to do to truly break the mold. That takes orchestral coordination that we spend years refining. We are always looking for ways to “wow” our guests and stay ahead of trends.
Hospitality Career Highlights: In my life, I’ve had the good fortune to travel the world, meet incredible people who have truly become some of my closest friends and be publicly recognized as a valuable contributor to our industry. However, my greatest highlight came more recently when I ran into a young professional who said they heard me present to a high school hospitality class several years ago. They said that the way I made them feel about the hospitality industry was so contagious that they pivoted from another potential career path in accounting to one in hospitality. I spend a lot of time working with young people to showcase what our industry can offer them, so to hear that my efforts made an impact inflated my heart more than any award.
Next Advance Pursuing: My motto in life is to learn something new every day. As a result, I have recently become very curious about Artificial Intelligence and its impact on the hospitality industry. This may not be a popular sentiment, but I believe it is here to stay and if you’re not informed and ahead of it, you will be left in the dust. Therefore, I’m always looking for the best education tools on the subject to learn from and hopefully share with my team. Maybe the next time we talk, I can be an industry expert in this arena!
Bryan Hart
Director of Sales & Marketing, Park Hyatt Aviara Resort, Golf Club & Spa
Motivating Force: What motivates me is a relentless pursuit of growth and excellence, and to be better each and every day. The key to a successful tomorrow lies in the dedication and hard work of today. Never be afraid of constructive feedback, and always continue to improve. I believe that past accomplishments should never breed complacency; instead, it should fuel a hunger and a passion to continue to excel. I genuinely appreciate each opportunity that I am provided with, and the relationships that have shaped my journey to get to where I am today.
Approach to Supercharging Experiences: Group business is back and we are always looking to create innovative and meaningful experiences for our group attendees. We are so fortunate to have a resort that offers a wealth of experiences to our group attendees which really separates us from other resorts. Some activities include shaping your own surfboard and nearby beaches. The resort recently opened Miraval Life in Balance Spa Aviara which offers personal wellness journeys including guided lagoon hikes, aerial yoga, crystal meditation and culinary classes. In addition, the resort features two Topgolf Swing Suites, Tennis & Tapas clinics, or Glow Golf at the Aviara Golf Club.
Hospitality Career Highlights: I am extremely proud as I close in on 20 years in hospitality sales, with 10 in sales leadership! I’ve had the privilege of working in some fantastic properties and extremely dynamic hotels and resorts thus far in my career. From the Forbes Five-Star luxurious coastal resort in Carlsbad, California that I currently represent to an oceanfront golf resort in Amelia Island, Florida, a gorgeous Desert Resort at the base of Camelback Mountain in Scottsdale Arizona, to the bustling downtown convention destinations of San Diego and Louisville. I’ve gained invaluable experience as I’ve navigated some of the industry’s challenges through the 2008 recession and the global pandemic in 2020 with dedication and passion. My journey includes pre-opening/opening a hotel, spearheading expansions and renovations, re-positionings, and adding a dynamic touch to various properties. Not to forget my stint at the Largest Indoor Waterpark Resort in the USA, based in Sandusky, Ohio. One of my favorite moments was celebrating with the amazing team we built to open Omni Louisville when we won Sales Team of the Year in 2018. Through it all, I’ve embraced the ever-evolving hospitality landscape, ensuring memorable experiences for our guests, while fueling growth and success.
Next Advance You are Pursuing: North County San Diego is such a special place. I’m extremely pleased to represent such an iconic resort and one that I have had a strong desire to be part of for a long time. I am extremely thankful for the opportunity that I have been presented with to help elevate Park Hyatt Aviara Resort, Golf Club & Spa to the next level. Having recently joined the Hyatt Family, I am extremely excited for what my future holds within this organization.
Ben Premack
Commercial Director, Grand Wailea, a Waldorf Astoria Resort
Motivating Force: The people we surround ourselves with each day are what drive me to work harder to ensure their success. Whether it is the bellman who knows everyone by name, the employee cafeteria attendant who has an infectious smile for all team members, the concierge who comes in on her day off to say “Aloha” to a repeat guest or my commercial team who will work tirelessly into the night to ensure our resort and its staff stay as busy as possible, that is what motivates me. And it is the best kind of motivation around, I work for them.
Approach to Supercharging Experiences: Working in Hawaii and on Maui has taught me that the ability to supercharge one’s experience starts with people. We talk about the Aloha spirit in Hawaii that creates a positive energy that is infectious amongst those who are around it on a regular basis. Our ability to create that level of positivity, which includes a great amount of fun within our team and our community, gives us the ability to elevate the experiences of each and every one of our guests. We are lucky that this is so prevalent within the hospitality community in Hawaii and is a key differentiator of what makes Hawaii and Maui so special. It can never be mimicked, however, each destination, city, town, etc. has its own version of the Aloha spirit that if used the right way, will create experiences for those around it that will never be surpassed.
Hospitality Career Highlights: We are lucky enough to work in an industry that is driven by the experiences we create for our guests. It is fun to look back on how the highlights of our career line up with those same memorable experiences we were able to create. When looking back on my last 20 years in the hospitality industry, it still amazes me that I got my start as a recreation intern in the Hawaii Volcanoes National Park. This single opportunity when I was 20 years old had me fall in love with Hawaii and is what drove me to return, not once but twice within my career. From recreation intern to commercial leader of one of the most iconic resorts in the world, there were a lot of highlights in between!!!
Next Advance Pursuing: Starting in hospitality by being one of “those guys” who went to college and got a degree in the same field that they ended up working in straight out of college makes me a lifer! Go Hoosiers, by the way! Having committed myself to this industry for the long haul, it is important to always find ways to expand your knowledge, challenge yourself and drive opportunity to new heights. You can do this by continued career advancement, taking advantage of educational opportunities along the way, and as a wise man once told me, stating your intention of what you want to achieve. Over the last few years, I have received online educational certificates, become President of HSMAI Hawaii, joined a number of industry boards and helped a resort work through a full transformation of our property while coming out of Covid and helping manage a significant tragedy on our island. What’s next, always ensuring I am challenged and reaching for the top every step of the way.
Edward Pulsifer
Director of Sales and Hotel Historian, La Fonda on the Plaza
Motivating Force: I have been committed to the hospitality and tourism industry in New Mexico since 1985 when I attended my first travel trade show, Huddle West. I became very involved with the tour and travel trade going to shows like Pow Wow (12 years in a row), Huddle West, National Tour Association and many more. When I attended these shows, I always went in conjunction with Albuquerque Convention and Visitors Bureau and the NM Department of Tourism. I always knew the most important thing was to represent and promote the state and the destination before my own business that I represent. In my entire career, I have attended over 100 travel and trade shows promoting New Mexico for both leisure and meeting destinations. I have hosted numerous FAM tours for journalists and meeting planners over the years working with the NM Department of Tourism, Visit Albuquerque, Visit Las Cruces, Tourism Santa Fe and the Albuquerque Hispano Chamber of Commerce.
I have always considered myself a true Ambassador for New Mexico. Through my 38 years of extensively promoting the state through trade shows, sales missions, press tours, FAM tours, I have promoted “The Land of Enchantment” to thousands of visitors.
Approach to Supercharging Experiences: During the past 38 years, I have traveled extensively with representatives from around the state, developing relationships, networking and learning about different destinations and itineraries that I could promote for the entire state. In my 38 years of working in the hospitality industry entirely in New Mexico, I have worked with every cabinet secretary from the very first appointment in 1991, Mike Cerletti, John Garcia, Janet Green, La Nelda Rolley, Fred Peralta, Monique Jacobson, Rebecca Latham and now Jen Schroer. My goal was to always support the efforts of the Department of Tourism and each DMO I worked with throughout the state.
I had the honor and privilege of being the inaugural Board Chair of the New Mexico Hospitality Association. I had the honor of working with Jen Schroer for 3 years during her leadership as CEO for the NM Hospitality Association. Jen and I traveled extensively around the state promoting the New Mexico Hospitality Association, conducting networking events with key figures in different communities, conducting legislative roundtable sessions in various municipalities, and finding out what is important in each destination that the NMHA could represent and be the unified voice for the industry.
Hospitality Career Highlights: The hospitality and tourism industry has had a tremendous positive impact on my personal life. I have made incredible relationships from around the world over the past 38 years. I consider myself very fortunate to be able to spend my entire adult career in the hospitality industry entirely in New Mexico. I have never had a desire to work anywhere else besides my home state.
Next Advance Pursuing:
It was in the fall of 2014 that I decided to move forward with creating our own Art & History tours of La Fonda. After several months of recruiting volunteer docents, meetings, training manual revisions, and practice tours, we launched the program in July 2015. We have been conducting complimentary Docent Art & History tours on Wednesdays, Thursdays, Fridays, and Saturdays from 10:30 am-11:30 am of the incredible history and art of La Fonda. We also offer complimentary private tours for groups, whether they are staying at the hotel or not. We are resurrecting and keeping history alive with historic icons such as Fred Harvey, Mary Colter and John Gaw Meem, people who helped create the hospitality industry in this country. We have had over 8,000 people take our tours since the inaugural launch in July 2015. My passion is to continue to grow this incredible program and continue to keep La Fonda’s 100-year history alive.
Michael Robertson
Area Director of Group Sales, Live! by Loews Arlington TX and The Loews Arlington Hotel & Convention Center
Motivating Force: My career started in operations, from a bellman to a front desk agent. I then shifted to event management, catering and eventually to group sales. Along the way, I met countless front-line team members and learned who they are and what their stories are. Our team members are the ones that drive me to do the best that I can in my job. I strive to give them the opportunity to engage and serve our guests and clients, allowing them to shine and thrive while helping to make the events and meetings we host as successful for our guests and clients as they can be.
Approach to Supercharging Experiences: First, I want to learn about the group, their objectives, attendees and what will make them walk away saying it was not only an effective meeting or event but an experience that they want to tell others about. Then I look to leverage the incredible talents of our team members from the front drive to the kitchen as well as the housekeepers, engineers and more by educating them as to how we can work together to make our unique mark on the attendees and meeting owners. The true differentiators are the people on our team and their talents and personalities. Of course, we also leverage the unparalleled experiences of the dynamic and growing Entertainment District here in Arlington, Texas.
Hospitality Career Highlights: This is the highlight of my career. When I took on my first role with Loews Hotels & Co it was for the pre-opening of Live! by Loews Arlington TX. This was a first-of-its-kind laid-back luxury destination in the city where I grew up, a return to Texas for Loews Hotels & Co so, really, a fresh start for us both. It was a chance to not only start something new but to help my city grow and make its mark in the travel and entertainment industry. I know of the future plans, and the continued growth opportunities not just for myself, personally, but for all of those with the vision, drive and commitment to join the team. Many questioned if this would happen. Well, it’s happening, it’s incredible and it’s just getting started.
Next Advance Pursuing: After experiencing this process, this development and the way Loews Hotels & Co and its leadership does business, I can only hope I’m home for the duration. I started in sales because when I was a bellman and desk agent, I could see how my interactions and suggestions impacted the guest’s stay and made it more special. I saw that if I went up to an event management and catering role I could do the same, just with more people being affected. Sales was the next logical step to make more of an impact and to build further connections, I hope to continue that trend. I get my reward by making these meetings, events and stays the best they can be while giving our team members a platform do to what they do best so that we can all feel satisfied knowing that we can and do make a difference.
Sue Rugala
Senior Sales Executive, JW Marriott Marco Island
Motivating Force: Our Resort has over 1,200 associates who rely on our team to be successful. Each time I work on a proposal, site inspection, contract or attend a business trip, I think of them spending vacations together with their families due to a win our sales team has achieved, being able to provide food and shelter to their families and give their families a life they never thought was possible. I think that over the years when goals went up, my approach was to always think of our associates and my family first to show how hard I would work to earn someone’s trust and win the business for the hotel. I think about when I was able to send my son to college and how many of our associates are able to send their kids to summer camp, and college and to purchase their first home. Most importantly, as someone who didn’t have many mentors when I started out, to be able to mentor and guide sales or event professionals to be a sounding board to them and hopefully make a positive imprint in their lives. At the end of my career, I want to be able to know that by being a genuine person who made a difference in my family, friends and our associates’ lives, will mean the world to me.
Approach to Supercharging Experiences: An early boss in my career taught me that if you are always honest with a client, they will respect you and want to be friends with you. That has been a part of my philosophy for over 25 years now. Clients have so many options and I have heard over the years that they appreciated my collaboration and intention to work beside them. Throughout my sales career, I have always tried to be part of a unique customer interaction and many times participated and living Marriott’s core philosophy of giving back to our communities. Even while working on a smaller budget early in my career, we tried to have events in customer markets that were memorable from sending care packages to our troops, building bears for children’s hospitals and Dressed for Success customer events to food drives for the homeless. These were always my most rewarding times with customers and colleagues who have become some of my dearest friends. To share a bond that provides hope to a complete stranger has always been something that is most memorable for me and hopefully impactful for them as well.
Hospitality Career Highlights: My hospitality career actually started when I was 16 years old working for Offshore Sailing School in the Bronx and Captiva Island, Florida. I used to sell clothing in their retail store and worked boat shows around the country selling sailing vacations when I was 18. I was sent to American Airlines Sabre school to become a travel agent. I moved to Orlando in 1990 where it was tough to find work. I started as a server at the Stouffer Orlando and was the last hire when Operation Desert Storm was happening. Many nights I wouldn’t make more than $50 and used to wonder how I would pay the bills each month. I used to watch the sales team in awe and knew I needed to be part of that team to change my life. I transferred as a sales assistant with typing 27 words per minute and taught myself how to use their computer.
After seven years, a position that I was being groomed from other sales managers position opened up. When I wanted to interview, a former DOSM told me I didn’t have what it took to be in sales and that was all I needed to hear. My mission was to prove him wrong. As a single mom who didn’t grow up with much of my own, my determination was to change the trajectory of not only my life, but my son’s was constantly on my mind early in my career. I always knew I wanted to be in sales, but doors kept closing for me. I transferred to a Residence Inn and after a few months was promoted to sales coordinator, then sales manager. Eighteen months later, I won Marriott’s Chairman’s Circle for the first time. I was a business development manager representing Orlando hotels during 2001. As a New Yorker, the events of that day changed all of our lives profusely. I never took having a job for granted ever again.
No one wanted to travel and I knew I just had to continue to try to focus on the good in our lives to get through that time. I remember Mr. Marriott teaming up with other hospitality executives to build the confidence of the world to travel again. I was in awe and couldn’t wait to see my career grow with such an amazing company. I knew in order to be successful through hard work and dedication, I would continue to grow in my career. After 17 years selling the Orlando market, I was thrilled when my dream job opened up at Marco Island Marriott (now JW Marriott Marco Island). With over 25 years of sales experience, my greatest joy has been teaching my son who is also in hospitality and other hospitality professionals who want a mentor, that all we have is our integrity, genuine friendliness and keep pushing ourselves outside our comfort zone during the toughest times. Things will get hard, but when we can look at ourselves in the mirror at the end of the day and know we did all we can to be true to who we are, we can make a difference for ourselves and others.
Next Advance Pursuing: I have been so fortunate to work at my dream hotel for the past eight years. Being part of such a dynamic team that provides such unique customer experiences has been the highlight of my career and candidly, I cannot imagine working anywhere else. The future is bright in Paradise and I look forward to providing our customers and associates the best version of myself for many years to come!
Ernest A. Stovall
Vice Presidents of Sales, Catering and Convention Services, Mandalay Bay Resort and Luxor Hotel
Motivating Force: With over 25 years in the hospitality industry, my passion lies deeply rooted in the MICE and convention segment. As Mandalay Bay Vice President of Sales, it is not just about me, it’s about inspiring, nurturing and watching my team flourish. The thrill I get from driving revenue is twofold; for the company and for the broader economic boost it provides to the city. Every experience and every triumph reinforces my dedication to the segment. Motivating my team to realize their potential and watching them succeed gives me tremendous satisfaction. The combination of personal connection and business growth makes this journey in the hospitality segment a most enduring and fulfilling adventure.
Approach to Supercharging Experiences: I am extremely fortunate to work for a company that has a profound belief in the power of face-to-face meetings. With an investment exceeding over $125 million, Mandalay Bay’s newly refreshed convention center stands as a testament to this commitment. This transformation provides trade shows, corporations and associations a blank canvas to craft and deliver unparalleled experiences. Our approach is to harness this potential, supercharging every event and encounter to ensure that each interaction leaves an unbelievable mark.
Highlights of your Hospitality Career: My journey in the hospitality industry began as a MAP student at the Hyatt Regency Atlanta, where I was instantly captivated by its recent expansion ahead of the 1996 Summer Olympics. This initial spark ignited a passion that led me to open two hotels in Dallas and Grapevine TX. The pinnacle of my career arrived 14 years ago when I made the move to Las Vegas. Within my role at Mandalay Bay, I’ve had the esteemed privilege of working with and leading a team at the fifth largest convention center in the United States, a testament to my dedication and growth in this dynamic industry.
Next Advance You are Pursuing: Building on a rich legacy with MGM Resorts for the past nine years, I have flourished, attributing much of my growth to the company’s unwavering commitment to training and empowering team members. My tenure has instilled in me an in-depth understanding of the convention segment, reinforced by my valued role on the Global Board of Trustees with MPI. This position has not only deepened my industry insights but has also underscored the importance of giving back through the foundation. As I look forward to my next placement within the convention arena, I’m poised to harness these experiences and continue to drive innovation, foster team growth and contribute meaningfully to the ever-evolving landscape of our industry.
Gus Tejeda
Director of Sales & Marketing, Omni PGA Frisco Resort
Motivating Force: Growing up, my father was an executive chef for a local Marriott and he would periodically walk me through the hotel to help understand how a property operates. Starting as a part-time housekeeping runner at age 14, I always enjoyed the dynamics of a hotel and pleasing guests. I found my direction at age 17 working as a banquet setup associate and loved the idea of how ballrooms and meeting rooms would come to life for a particular event.
Approach to Supercharging Experiences: Working for Four Seasons, Bellagio, Atlantis Paradise Island and now Omni PGA Frisco Resort, afforded me an opportunity to work for properties with physically impressive structures and interiors. But what made my tenure with these organizations so special is they were laser-focused on the guest experience. What I appreciated most was how curated experiences could be created for the guests who wanted a personalized event. As an example, at Four Seasons Las Vegas, we created a package for smaller groups who were attending the Michael Jackson One by Cirque du Soleil show to meet some of the featured artists in the hotel’s lobby. The artists would then lead the guests through the Mandalay Bay casino, through the entrance to the MJ One Theatre, and purchase the popcorn/drinks before escorting the guests to their seats! Additionally, the guest experiences we offered at Atlantis and Bellagio were some of the most memorable highlights of my career. Having been a part of so many unique and special experiences is what drives me in my current role. Today, I have challenged our Omni PGA Frisco team to create and execute several one-of-a-kind experiences that will define our resort as a “must-stay” venue.
Hospitality Career Highlights: My journey to hospitality started at a Marriott Hotel in Minneapolis during my junior high school years, igniting my passion for the industry. After graduating from UNLV with a BS in Hotel Administration, I joined Four Seasons as an assistant executive housekeeper in Santa Barbara. Over the next several years, I would hone my skills, first as convention services manager and then as convention sales manager at The Mirage. In 1996, I became pre-opening director of convention sales at Bellagio, followed a few years later with a pre-opening director of sales position at Four Seasons Las Vegas. Future sales leadership roles would include a return to Bellagio as executive director of sales, followed by vice president of sales for Echelon Las Vegas and then vice president of group sales for Atlantis, Paradise Island Bahamas. In 2014, I was recruited back to Four Seasons Las Vegas as director of marketing, a role I enjoyed for seven years. My proudest moment with Four Seasons came in 2019 when the hotel was awarded “Hotel Sales Team of the Year” for the Americas region. My latest pre-opening role at Omni PGA Frisco began in 2021, where I oversee the sales and marketing efforts for the $520M resort, which opened in May 2023.
Next Advance Pursuing: I have been so fortunate to have held leadership roles at many famous hotels and resorts, so my motivation is now focused on mentoring Omni sales associates as well as participating on boards of local charities. I feel it is important to give back and try to leave things better than I found it. Sol Kerzner, past chairman of Kerzner International Resorts and Atlantis, Paradise Island Bahamas would always say, “Good enough never is,” meaning he wanted everyone to keep striving to do better. The desire to do better will always be my daily motivation.
Terri White, GTP
Global Travel Professional, Director, Regional Accounts, Texas and the Southeast, Wynn | Encore Resorts
Motivating Force: My core passion is to promote memorable and unique luxury “five stars” guest experiences. Nothing is more rewarding than generating sales results by executing strategic measurable action items to “boots on the ground” methods that are produced by your marketing efforts. “Your network is your net worth”; It’s all about connections. Build your contacts on LinkedIn; Follow, like and comment on their milestones. Everyone loves recognition. Get involved in industry associations. Show up; if you are expected to be part of a committee meeting or event, be there.
“Superheroes” Recruit your own diverse personal advisory board (outside of your employer) for inspiration, critique and support. Allow them to express “tough love” and value their input. My mentor once called me out for repeatedly wearing a sports jersey to promote a destination and insisting that I upgrade to a business suit or dress to project a more polished professional image. My Wonder Woman Tribe is accessible to me 24/7 with either quick 411 text questions or drop-everything emergencies. No explanations necessary. Earn the respect of being a trusted advisor who is accountable and delivers results.
Approach to Supercharging Experiences: FOMO! Promote events with save the dates, social media posts and upscale personalized invitations. Do your homework. Research every possible existing program that might conflict with your plans and lock your dates in well in advance and share with your competitors. Look for the newest venues, pick convenient times for traffic and locations near your target audience. In a large metroplex, consider hosting mini-events in each quadrant of the market.
Map out Plans. Stay ahead of trends. Incorporate blockbuster movies, sold-out concerts, sporting events, latest in interior and fashion designs into your themes. Encourage “storytelling” from your attendees and ask for referrals for the next event.
Get “buy-in”. Make everyone involved feel included, engaged and committed to a successful event. It takes a village! But know this, if your name is on it, then it is your responsibility to make it happen. Create a karma culture and only allow positive vibes in your inner circle.
Get savvy in social media. Seven years ago, I was recruited by a trusted colleague to manage the social media channels for an industry chapter. I admitted not knowing much about it. She influenced me to learn a new skill by volunteering in an association. You’ll be shocked how fast you master a task when there are deadlines.
Afterglow, take time to reflect on the whole agenda post-event. Follow up with individual notes of gratitude. Post and tag participants on social media. Ask for candid evaluations, feedback is a gift. Be sure to report any business gained to your stakeholders that invested in your program, it will fuel your next budget.
If you are attending an industry event, do your homework. Seek a list of attendees by sponsorships or volunteering for the industry events committee before an event. Look up potential clients in your sales database to see if they have had an interest in your venue in the past. Connect on LinkedIn, preview profiles and mutual contacts. If you don’t know who will be there, get there early and preview the name tags at the registration table. Stay close by and welcome guests as they arrive with quick introductions. After the program looks full of attendees, work the room and target getting acquainted with your new contacts. Divide and conquer, never mingle with your co-workers. It always amazes me when I hear salespeople complain that the event was bad, and they got nothing out of it. Step up your game and break free from your comfort zone to maximize each sales opportunity. Never underestimate who you meet, they resurface as decision-makers and influencers.
Hospitality Career Highlights: From a start at Florida International University, School Hospitality, Bachelor of Science to Hilton Professional Development Program postgraduate to extensive roles in catering, convention services and sales, followed by IHG Americas sales and now, Wynn Resorts sales. Also, a highlight, active roles in GBTA, MPI and SITE.
Next Advance Pursuing: Be a trusted advocate for the development of the MICE Industry and benchmark with competitors. Mentor others and devote dedicated time with genuine acts of service. Sharpen skills with continuing education. Be a cheerleader! Give “shout outs” to congratulate promotions and accomplishments. Everyone at every level appreciates a compliment. Be mindful of your reputation and honor the privilege of being a respected hospitality professional.
