Kelly Gleeson Smith’s vision for innovation and success
Kelly Gleeson Smith is well acquainted with excellence—and has some advice for those wanting to stay on a first-name basis with it as well. Whether you’re looking to attract top talent from a new generation, find your footing in a shifting market or ensure your wellness offerings are authentic, she is at the forefront of many solutions-based approaches, some of which she has shared in this issue of Smart Meetings magazine.
Smith currently serves as vice president of sales for Caesars Entertainment and began her career at Hyatt Hotels, where she spent nearly two decades honing her expertise in the hospitality industry. During her tenure, she developed a profound understanding of the inner workings of the business, from operations to guest experience. This foundational knowledge, combined with her forward-thinking approach, enabled her to lead with vision, staying ahead of industry trends and consistently pushing the boundaries of innovation. Her extensive experience has shaped her into a widely respected leader, adept at navigating the evolving landscape of hospitality and driving transformative success.
New Talent, New Needs
A new generation of meetings and events professionals is rapidly making its mark on the industry, bringing fresh perspectives, innovative ideas and high expectations. As they step into leadership roles and reshape the landscape, staying competitive requires a deep understanding of what this ambitious demographic needs to thrive. From fostering creativity to embracing new trends, meeting these demands is essential for long-term success.
Smith’s expertise is deeply rooted in a longstanding passion for initiatives that inspire, uplift and educate others. Reflecting on her journey, she shares, “From the beginning, I knew I wanted to be in a positive environment and help others thrive, whether that meant ensuring our clients’ success or supporting our teams.” This commitment to fostering growth and confidence has been the driving force behind her career, guiding her as she consistently strives to create environments where both individuals and organizations can flourish.
Nurturing Growth
Smith regards mentorship and team development as some of the most fulfilling aspects of her professional life. “There’s nothing more meaningful than making a difference in other lives,” she says. For her, the opportunity to guide others, watch them evolve and contribute to their success is a source of immense pride and joy.
As a new generation of meetings and events professionals steps into the spotlight, the industry faces both opportunities and challenges. These fresh faces bring innovative ideas, diverse perspectives and a hunger for growth, yet they also require guidance to navigate the complexities of the profession.
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The question arises: What does it take to truly make a difference in this evolving landscape? Smith offers her perspective, emphasizing the importance of creating a supportive and engaging environment for emerging talent. “First, we must continue to offer robust mentorship and training opportunities. Our industry is not only exciting and fun but also incredibly dynamic and rewarding. While it’s true that planner roles are often considered among the most stressful, we need to counter this perception by highlighting the creativity, global reach, travel opportunities and social impact inherent in our work.”
By showcasing the unique and transformative experiences that the meetings and events industry offers—both for businesses and individuals—Smith believes the field can captivate fresh talent and inspire them to join its ranks. These impactful moments, from fostering meaningful connections to driving organizational success, serve as powerful motivators for those exploring hospitality career paths.
However, Smith emphasizes that drawing attention alone isn’t enough; transparency about the realities of the profession is equally important. As she says, “We must also be honest about the demands of the job as it may not be for all people. This will also help our industry in attracting the right talent.”
A Balance of Skills
The ideal team members in today’s meetings and events industry will need more than just passion and perseverance to thrive. According to Smith, success in this dynamic field hinges on the ability to balance timeless, foundational skills with contemporary, forward-thinking capabilities. Traditional attributes like strong interpersonal communication, negotiation prowess and a collaborative mindset must be complemented by modern competencies such as emotional intelligence, adaptability and a keen understanding of evolving industry trends.
“We must also be honest about the demands of the job as it may not be for all people. This will also help our industry in attracting the right talent.”
Together, this blend of skills equips professionals to navigate the complexities of the job while driving innovation and delivering exceptional results. She says, “Having an innovative mindset will also set them apart and allow them to adapt to changing circumstances often needed in our industry. Additionally, strong time management, organizational abilities and proficiency with digital tools are essential. These skills enable professionals to handle their responsibilities efficiently and foster positive relationships.”
Shifting Markets, Steady Footing
Taking a broader view, Kelly Gleeson Smith envisions an evolving dynamic in the workflow between planners and suppliers—one where the core principles of trust and relationships remain steadfast, yet the integration of technology, particularly artificial intelligence, reshapes how these interactions unfold. The influence of AI is already making waves, streamlining processes and redefining efficiency in ways that were previously unimaginable.
Smith sees immense potential in this technological evolution, noting, “AI can assist in editing communications, reducing guesswork and ensuring clarity, much like word count or spell check features. Ultimately, AI serves as a valuable tool that supports and enhances the foundational elements of trust and collaboration in these relationships.”
As the meetings and events industry experiences a shift from a buyer’s market to a supplier’s market, adaptability and strategic foresight become critical. Smith is well-prepared for this transition, emphasizing the importance of maintaining a balanced and cooperative approach during such market changes. Rather than focusing solely on short-term gains, Smith underscores the value of nurturing enduring partnerships that benefit all parties involved. “We believe in building long-term relationships,” she explains. “Our focus remains on creating an environment where everyone wins. By fostering mutual trust and collaboration, we ensure that both parties benefit, leading to sustainable and successful partnerships. This approach not only strengthens our current relationships but also sets a solid foundation for future negotiations, ensuring that we can navigate any market conditions effectively.”
“Our focus remains on creating an environment where everyone wins.”
Wellness, Well Done
An increasingly prominent trend reshaping the hospitality sector is the growing emphasis on health and wellness, a movement Smith views as both essential and highly beneficial for the guest experience. This shift reflects a broader cultural prioritization of well-being, and Smith sees it as a natural extension of the industry’s role in creating environments that support holistic satisfaction and rejuvenation.
In alignment with the growth of the wellness sector, Caesars Entertainment introduced an array of wellness-focused offerings at their Las Vegas, Atlantic City and Reno/Tahoe properties last year. These initiatives include healthy food and beverage options, access to wellness speakers and practitioners tailored for planners, and interactive activities designed to engage and inspire guests. Highlights such as mocktail competitions provide enjoyable and innovative ways for guests to embrace wellness, offering them opportunities to prioritize their health while fostering memorable experiences.
Smith emphasizes that health and wellness are not merely optional enhancements for meeting professionals—they are essential components of successful events, particularly for today’s audiences. She explains, “We know from our macro viewpoint coupled with current research that healthy options are particularly appealing to Gen Z and Millennials.”
However, Smith is quick to point out that wellness extends far beyond traditional offerings. “It’s important to mention that wellness isn’t just about adding a yoga session at 7 a.m. More and more, it’s about integrating wellness into various aspects of the event,” she says. “This can be as simple as incorporating five minutes of EFT Tapping at the beginning of a keynote or ensuring the agenda allows attendees time to reflect. Providing healthy food also helps attendees avoid the highs and lows of sugar crashes, leading to a more energized and productive experience. This also means attendees will get more from their investment—both from educational components of an event and from networking.”
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Smith takes immense pride in the comprehensive wellness offerings that Caesars Entertainment provides, which are thoughtfully designed to help planners seamlessly integrate health-conscious elements into their events. By placing a strong emphasis on wellness, planners can significantly enhance attendee satisfaction, engagement and overall outcomes. This approach ensures that events are not only more impactful but also align with the needs and expectations of today’s increasingly health-focused audience.
Smith further reveals that health and wellness are a crucial component of Caesars Entertainment’s larger, more holistic strategy. She points to the company’s commitment to corporate social responsibility (CSR) and diversity, equity and inclusion (DEI) as fundamental pillars that guide its operations. Additionally, sustainability is a core focus for the brand, demonstrated by initiatives such as the installation of solar panels on an expansive 500,000-square-foot roof at Caesars Forum. This reflects Caesars Entertainment’s broader commitment to creating positive, lasting change both within the industry and in the communities it serves.
Smith’s extensive experience and forward-thinking approach have made her a pivotal figure in the evolution of the meetings and events industry. From her early days at Hyatt Hotels to her current role at Caesars Entertainment, she has consistently demonstrated a commitment to innovation, mentorship and creating environments where both clients and teams can thrive. As the industry continues to evolve, Smith’s insights into wellness, technology and strategic partnerships offer a valuable roadmap for navigating the challenges and opportunities that lie ahead. Her leadership style—centered around fostering collaboration, embracing change and nurturing talent—sets a powerful example for the next generation of professionals. With her vision and expertise, Smith is helping shape the future of hospitality and events, ensuring that success is not just about staying ahead of the curve but also about creating meaningful, lasting impact.
This article appears in the January 2025 issue. You can subscribe to the magazine here.
