Business Voice July 2020 by VegasChamber

The Reality of Reopening Vegas Featuring Wynn Resorts CEO Matt Maddox Page 14 2020 Women Inspiring Nevada Honoring VC Trustee Danielle Bisterfeldt & President & CEO Mary Beth Sewald

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Cultivating growth and prosperity

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Cultivating growth and prosperity

MARY BETH SEWALD PRESIDENT & CEO

s we celebrate July 4th, marking our nation’s Declaration of Independence, our country is again embroiled in protests and conversations about the very subjects that document raised more than 200 years ago: (to paraphrase) that all are created equal, with certain unalienable rights, that among these are Life, Liberty and the pursuit of Happiness.

The tragic murder of George Floyd and too many other African Americans has ignited protests and passion about racism and equality in America. It is forcing a long overdue conversation about institutional racism and where positive change needs to take place in order to create a more perfect union. The Vegas Chamber put out a statement condemning the brutal death of George Floyd and we have pledged to do all we can to end institutional racism in our community. You can read the full statement here. To create change and make this sentiment more than just words, the Vegas Chamber is joining with the Urban Chamber and Las Vegas Global Economic Alliance to convene discussions on how we, as the business community, can improve our policies and practices to make sure they are fair to everyone. I invite you to be part of these important conversations this month that we hope will help transform our community.

our already struggling businesses, and that we don’t lose sight of the priorities that will help rebuild and diversify our economy and create jobs. The Vegas Chamber will be in Carson City as your voice, making sure the interests of businesses and employers are taken into consideration. Like you, we at the Vegas Chamber continue to monitor the latest with COVID-19, and how we can safely get back to “normal”. While most of our Vegas Chamber events will continue to be virtual for the next two months, we are beginning to hold small inperson events for our members beginning later this month. And the Vegas Chamber is continuing to be your best source of resources and information regarding help for your business during COVID-19. We are doing all we can to support local businesses and encourage everyone to continue to practice social distancing and wear face coverings whenever they are in public. Research shows that wearing face coverings works to keep the number of Coronavirus cases down. This is essential to reopening and reinvigorating the Nevada economy. When you “mask up,” you are helping to protect jobs and our businesses. So please, wear a mask for Vegas. We appreciate your support of the Vegas Chamber. Please reach out if there is anything we can do to help you.

Also this month, the Nevada Legislature will meet in a special session to address the budget challenges brought on by the economic impact of COVID-19. While addressing the $1.3 billion shortfall is daunting, it is important that we don’t add more burden to

VEGAS CHAMBER JULY 2020 BUSINESS VOICE

Business Voice VOLUME 41 NUMBER 07

Local journalism makes a difference.

Nicole Raz

The Oct. 1 shooting left 58 dead, and injured more than 700. For many, that meant losing financial support in addition to a loved one. For others, it meant temporarily losing the ability to work because of physical or emotional trauma, or both. The tragedy sparked a desire to help the affected recover from the financial impact. A GoFundMe account was launched just hours after the shooting. Local businesses announced donations or plans to hold fundraising events. But in the days that followed, I discovered the fundraising effort was disorganized and key questions about how the money would be distributed had yet to be addressed. Within a week, more than $15 million had been donated, but the money was spread over several accounts and it was unclear how much would go directly to the intended recipients. My reporting helped highlight the lack of financial resources available to victims of crime, and helped hundreds of people navigate the financial resources available.

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Table of Contents JULY 2020

A Job to Come Back To

Chamber News

Welcome New Members

Trustee Danielle Bisterfeldt & President & CEO Mary Beth Sewald Named as 2020 Women Inspiring Nevada

The Reality of Reopening Vegas

Working For You

Customer Service Excellence Found in Matthew Evans

What's Virtually Happening

President's Club Spotlights

Leadership Matters More Than Ever: Advance Your Skills to Become a More Effective Leader

News You Can Use

Member News

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A Positive Outlook

A Job to Come Back To While as a state and nation we reopen our economy on the long path to recovery, we face the everyday reality of a changed world. At our workplaces, the grocery store, restaurants and schools, the signs of change are all around us -- constant reminders that COVID-19 remains a public health threat that can’t be taken lightly. Yet amid that threat, I can’t help but marvel at how far we’ve come in just a few months.

octagon, albeit in a closed studio rather than the typical arena with thousands of fans. UFC enacted a number of testing and isolation protocols for its fighters and their teams to hold live events, first in Florida and most recently from its Apex studio here at home, putting it at the leading edge for professional sports testing protocols that could serve as a model as other leagues ramp up to resume their seasons.

The bustling shopping centers of today are a far cry from the virtual ghost towns they had become in late March. In many ways, this speaks to the flexibility and determination of businesses that must be able to evolve to survive in the modern world. Consumer habits change. Client needs evolve. Competing businesses emerge. Successful businesses know that to stay at the top, they must stay a step ahead and be able to react quickly to an ever-changing business environment. Since the COVID-19 crisis emerged, we have witnessed that business ethos at its best.

Businesses across the spectrum, from resort-casinos to banks, doctor’s offices and office-based companies, have changed operating procedures, transitioned to working from home, and leaned on videoconferencing and other digital technologies to maintain productivity even as in-person contacts were curtailed. Many of these changes may very well remain in place long after the pandemic is gone, whether out of necessity or because of new efficiencies due to greater integration of

Restaurants were among the most impacted by coronavirusrelated restrictions. Even before the first closure orders, would-be diners were already cutting back on eating out as infection counts climbed. In a matter of days, restaurant operators needed to reimagine and reconfigure their operations from dine-in to take-out only. Restrictions have been eased since then, but restaurants remain in a perpetual state of adaptation, reducing dining capacities, enacting strict cleaning procedures and taking other measures to provide a dining experience that is as familiar as possible while still remaining safe for patrons and employees. Retailers faced their own set of challenges, as many were allowed to remain open as essential businesses but required extensive changes to operations. From plexiglass partitions, social distancing signage and limits on how many shoppers could be in a store at any time, retailers enacted a wide range of procedures to create a safer shopping environment. Behind the scenes, retailers also had to adapt to massive disruptions in the supply chains, as shifting demands and a certain amount of panic buying left many store shelves empty. But, as we look back, what consumers could not get paled in comparison to what they could. Retailers kept stores open, and that kept families and businesses going. Professional sports leagues have been among the most highprofile businesses to be affected by COVID-19, with most major leagues still working out details for eventually returning to play. Las Vegas-based UFC has been at the forefront of adopting public health measures to return fighters to the

Jeremy Aguero, Principal Analyst

technologies. For example, growing reliance on telemedicine due to public health concerns now may carry forward as more health professionals and patients become comfortable with the technology, which will ultimately increase healthcare access and reduce costs. There is no silver lining to this COVID-19 crisis. That said, we have witnessed remarkable examples of innovation, creativity and adaptation. Businesses have fought for their very existence. Many have begged and borrowed, burning through reserves and making cuts that were previously unimaginable. As the economy rebounds, these are the very decisions that will ensure displaced workers will have a job to come back to.

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Chamber News

Vegas Chamber Partners for Layoff Aversion Pilot Program

Stay Safe, Stay Open: Free face coverings and posters to small businesses

The innovative Layoff Aversion Pilot program, developed by Workforce Connections, Southern Nevadaâ&#x20AC;&#x2122;s local workforce development board, combines public and private funding help small businesses continue to pay employees. The Vegas Chamber is proud to join with Workforce Connections, Bank of Nevada, the LVGEA, and chambers of commerce throughout Southern Nevada to offer this lifeline to small employers and nonprofits. More than 60 businesses have received grants, which has sustained nearly 250 jobs in Southern Nevada.

In order to stay open, we need to do all we can to keep employees and customers safe. The Vegas Chamber is working with Governor Sisolak to distribute free Battle Bornâ&#x20AC;&#x201C;branded face coverings to local small businesses. Additionally, the Chamber has a supply of Stay Safe, Stay Open posters to remind employees and customers to encourage both customers and employees to wear face coverings and to maintain social distancing guidelines. These posters can be posted on windows, doors, checkout stations, breakrooms, bathrooms, announcement boards, etc. To request face coverings or posters, visit VegasChamber.com. They are available on a first come, first served basis and supply is limited.

BUSINESS VOICE JULY 2020 VEGAS CHAMBER

Chairman Tom Burns Featured on Fox News Chamber Chairman Tom Burns was featured on Fox News with Ed Henry and Sandra Smith to discuss the reopening of Las Vegas and how social distancing was going to impact the gaming industry. Chairman Burns discussed the precautions being taken to protect both workers and patrons. Chairman Burns also discussed the range of social distancing procedures different resorts and casinos are taking to ensure the healthiest environment for guests.

Last Chance: Leadership Advance Enrollment Deadline this Month!

Morning Chamber Connections Going Virtual in Wake of COVID-19 Coffee and Connections, formerly the morning version of Chamber Connections, is going virtual to elicit the maximum involvement from community members during this COVID-19 crisis. This event is great for business professionals interested in expanding their network and optimizing their Chamber membership. In addition to quality networking time, each event will feature two speakers: a member selected from the event prior, and a Vegas Chamber team member. If you have any questions or are interested in bringing a guest, email Lita Stein at lstein@vegaschamber.com.

Time is running out to enroll in the Fall 2020 class of Leadership Advance. Enrollment closes on July 24. Leadership Advance gives talented professionals the training necessary to be effective leaders and managers. The program is tailored specifically to those professionals wanting to enhance their leadership skills so they can transform themselves into more effective managers and leaders. For more information or to enroll visit leadership.vegas or call 702.641.5822.

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Trustee Danielle Bisterfeldt & President & CEO Mary Beth Sewald Named as 2020 Women Inspiring Nevada Vegas Inc Debuts Full List in Las Vegas Weekly Vegas Inc unveiled the highly-anticipated Women Inspiring Nevada accolades in a special edition of Las Vegas Weekly last month, which, among the 12 women, included Vegas Chamber Trustee and Howard Hughes Corporation Vice President of Marketing/Summerlin Danielle Bisterfeldt and Vegas Chamber President and CEO Mary Beth Sewald. For these inspiring leaders from the Vegas Chamber, each had this to say upon learning of their recognition and what inspires them: “I was humbled and excited. There are so many talented women in Southern Nevada. It’s an honor and a privilege to receive such a notable award and be in their company,” said Danielle Bisterfeldt, vice president of marketing/Summerlin, Howard Hughes Corporation. “I draw inspiration from a variety of different people and places. University of Houston professor, author and thought leader, Brené Brown, is someone who inspires me daily. I appreciate her mantra that ‘it’s okay to fail if you just pick yourself back up.’ These are good words to live by and things I try to remind myself of both personally and professionally.” “I was so excited and honored when I learned about the recognition in being named one of the Women Inspiring Nevada,” said Mary Beth Sewald, president and chief executive officer, Vegas Chamber. “I’m just so inspired by the team that I work with at the Chamber, and all of these women, who are honorees, are powerful and engaging and strong individuals in their own right.” “My mom is the person who has inspired me the most in my life. She taught me that there’s nothing I couldn’t do, she was relentlessly supportive in all that we did together," Sewald added.

Women Inspiring Nevada, formerly referred to as Women To Watch, marks Vegas Inc’s 13th annual women’s recognition list. The prestigious awards honor the most influential and inspirational females in business and philanthropy in Southern Nevada. A panel of past Women To Watch recipients carefully selected the 2020 Women Inspiring Nevada honorees based on their professional leadership, accomplishments and dedication to giving back to the Las Vegas community. The criteria for Women Inspiring Nevada remains steadfast in centering around powerhouse women who inspire a better tomorrow for our community while also pioneering their own individual industries.

Photos: Wade Vandervort/Vegas Inc/Greenspun Media Group

2020 Women Inspiring Nevada are as follows: • Cami Christensen – President & General Manager, Westgate Las Vegas Resort & Casino • Chelle Adams – Chief Financial Officer, The Cosmopolitan of Las Vegas • Danielle Bisterfeldt – VP Marketing, Summerlin, Howard Hughes Corporation • Mayor Debra March – Mayor, City of Henderson • Jodi Tyson – VP, Strategic Initiatives, Three Square Food Bank • Linda Smith – Fundraising Consultant/Author/Speaker • Mary Beth Sewald – President & CEO, Vegas Chamber • Nikkole Liesse – Executive Director of Lee Business School Office of Online and Executive Education, UNLV • Nina Ridgeway – Director of Career Center Services, Goodwill Industries of Southern NevadaCommunication • Dr. Rebecca Edgeworth, MD – Medical Director of Physician Assistant Studies & Assistant Professor, Touro University Nevada • Shawn Willis – Founder & CEO, 5AM Global • Vanessa Portillo – Executive Director, Garden Farms Foundation

The Women Inspiring Nevada article includes personal features on each of the women, detailing their storylines, hurdles they have overcome on their path to success, accomplishments and philanthropic endeavors, advice to others, influence in the local community and what the future holds for them. For more information about the 2020 Women Inspiring Nevada awards, visit www.VegasInc.com. For the latest Vegas Inc news, follow the publication on Facebook or Twitter.

VEGAS CHAMBER JULY 2020 BUSINESS VOICE

Photo Credit: Las Vegas Convention & Visitors Authority (LVCVA)

With Nevada settled in Phase 2 of Governor Steve Sisolak’s Roadmap to Recovery and chomping at the bit to move to Phase 3, the state is starting to awaken from its never-before-seen, months-long slumber. The effects of the COVID-19 shutdown are like none other in American history and both businesses and consumers are eager to get their new ways of life back on the fast track. Several business sectors including restaurants and retail are open with limitations and, at the very least, attempting to rebound while welcoming back their customers. Among the employers in Nevada with the greatest impact on the economy lies the gaming and hospitality industries.

“Tourism is to Las Vegas, even greater in Las Vegas, [as] what auto manufacturing is in Detroit; what aerospace is in Seattle; or music or entertainment is in Nashville. Thirty percent of our workforce is in leisure and hospitality. It’s roughly about half of our economy when you start to add up all of the supplier impacts.” ~Jeremy Aguero, principal analyst, Applied Analysis “Roughly about half of our economy…” That is not only astonishing, but compelling in the notion that the need to diversify Nevada’s economy has never been more evident than it is in 2020 and beyond. The reality of that diversification is, simply put, not a solution that will happen quickly, but over time. The unfortunate reality is that time is not on our side when we are playing months of catch-up at light speed. The financial ripple effect that casino properties have on the economy becomes a lifeline throughout the

BUSINESS VOICE JULY 2020 VEGAS CHAMBER

state. From vendor contracts and suppliers to the guests pouring their funds into all aspects of tourism, the gaming industry is a key factor to inflating Nevada to where it once was, and furthermore, beyond where it needs to be. Positioning itself in a new world that requires social distancing is a critical milestone in itself. Sandra Douglass Morgan is the chair of the Nevada Gaming Control Board Chair, which Sandra Douglass Morgan, Nevada Gaming Control Board Chair consists of three full-time members appointed by the governor for four-year terms and is responsible for regulating all aspects of Nevada’s gaming industry. Morgan and her two fellow Board members have worked tirelessly to develop policies and guidance supporting the reopening of gaming, focused on the safety and well-being of casino employees and guests. “I think the cleanliness and disinfecting is definitely going to be something that [guests] become accustomed to…I don’t see that going away anytime soon,” said Sandra Douglass Morgan, chair, Nevada Gaming Control Board. “[Some] properties [have] handwashing facilities now on the casino floor. You’re going to see hand sanitizing stations all throughout the casino floor. I think that will naturally become something that we’ll all be accustomed to and will honestly expect.” Morgan added: “Now, the health and safety policies that we put into place will be in place for the extent of the governor’s emergency directive, but that soon may change…that may just become a regular way of doing

Vegas Chamber President & CEO Mary Beth Sewald hosts webinar with Wynn Resorts CEO Matt Maddox.

business and will no longer have to be a mandated policy in place.” COVID-19 has dictated the pace and ability to reopen gaming properties, both small and large, in which several opened last month. Mesquite Gaming, LLC owns and operates CasaBlanca Resort and Virgin River Hotel & Casino in Mesquite, Nevada. Located 77 miles north of Las Vegas, the Phase 2 reopening was exactly what the small town needed. “Believe me, the people in Mesquite and the City of Mesquite itself is looking forward to [opening] because as, you all know, we are the largest employer in the City of Mesquite,” said Dick Tomasso, vice president, Security & Government Relations, Mesquite Gaming. “They depend on our taxes, their tax revenue from us, to continue their services to the people that live there.”

Dick Tomasso, Vice President Security & Government Relations Mequite Gaming

In a city of approximately 21,000 residents (source: mesquitenv. gov), the reality of the closures had significant impact on the residents who call Mesquite “home.”

“Oh, it’s very tough, it’s very tough. Not only on Mesquite Gaming, but all the casinos. it’s tough to close because you’re laying people off,” said Tomasso. “You have families here that depend on the casinos and when you lay off, it’s a domino effect. When you lay off a person, that affects all the businesses in, not only Las Vegas, but in Mesquite, which is a small town, a small retirement community.” Tomasso added: “It affects all their businesses. It affects the services the City of Mesquite can perform from police to fire, the sanitation, the streets. All these other services that they have been performing for the

residents, they suffer a loss of revenue and they suffer maybe even layoffs of their own people. It’s a domino effect that has a horrible effect on the economy, not only in Mesquite, but, as you well know, the economy of Nevada and in the United States.” That domino effect that Tomasso references is not isolated to the smaller properties. Looking south toward the larger Las Vegas Strip properties, the effect is even more widespread. The larger gaming properties are experiencing a rolling open as the weeks go on in Phase 2. The combination of all sized businesses being reinvigorated is a milestone for the economy, and a long-welcomed one, at that. Matt Maddox, chief executive officer for Wynn Resorts, has been an exemplary leader from Day One of the pandemic in setting the standard and setting the bar high in how to handle the unknown. Maddox discussed the impact that COVID-19 has had on the tourism and gaming industry, the response by Wynn Resorts to the pandemic and the development of the Wynn Las Vegas Health and Sanitization Program and its meaning to guests and employees. Maddox recently opened up Wynn’s playbook and shared his perspective on its reopening strategy. He noted that much of the local actions and work during this pandemic came from his experience living and working in Macau when Severe Acute Respiratory Syndrome (SARS) was a factor in the early 2000’s. “We went out in January [2020], which, back then no one in the United States was really thinking about COVID, and hired the director of global health security and pandemic research for Georgetown University and two infectious disease fellows from Johns Hopkins, and began a path of learning and education in the event that this comes to the United States; what should we do and how should we do it,” said Matt Maddox, CEO, Wynn Resorts. “I think part of having so much of your operations in China and realizing and living through SARS, the impact that it could have allowed us to hire the resources, really the best in the country…I would say living it earlier than people did in the United States and then hiring the smartest people in advance, some of the smartest people, really helped us move forward.”

VEGAS CHAMBER JULY 2020 BUSINESS VOICE

President's Club Member Capability Health and Human Services is open & ready to serve the community.

The Wynn Las Vegas Health and Sanitization Program was developed by the aforementioned leading public health and medical professionals. It became a reference for industries of all types such as airlines, amusement parks, large retailers and, according to Maddox, “… any business that was in the business of mass gatherings, we were talking to and sharing the best practices.”

The driving current remains steadfast in recovering Nevada’s economy. Although tourism is showing upward trends in hotel guests coming back to Las Vegas according to Maddox and Wynn’s recent room bookings, other key elements such as conventions, concerts and night clubs are yet to come back and start filling the loss.

When the state ordered the shutdown earlier this year, Maddox committed to his employees that they would continue to receive pay. He understood the criticality of investing in company culture.

“For what it’s worth, everyone has their opinion…what the shape of this recovery is going to be. My shape is square root, meaning I think it’s going to go up and then I think it’s going to plateau. Because there’s so much stimulus in the market right now…there’s going to be a lot of struggle, I think. Not a downward trajectory, but that’s how I’m thinking about planning for ’20 and into ’21. We have some work ahead of us,” said Maddox.

“The one thing that we were always firm believers of [is that] only people make people happy,” said Maddox. “It’s not the chandeliers, it’s not the brass, it’s not the carpets, it’s not the fancy fountains; it’s human-to-human interaction. That’s why the restaurants that you love you know the hostess, you know the waiters, that’s the feel…our 15,000 team members are really the lifeblood of the organization.” Maddox made the bold decision to inform his shareholders of a significant investment to support team members throughout the closure “because it was the right thing to do to keep the 15,000 people on board, but it was also for us, I believe, the right investment in the future,” added Maddox. This trailblazing decision alone catapulted Wynn Resorts to the forefront of prioritizing humanity and safety in the greatest time of need that the city has ever experienced. Other gaming properties such as the Las Vegas Sands took the same action in continuing to pay its employees during the closure, yet, in reality, it was an action that was not in the realm of possibility for most businesses. “The people will come back excited, they’ll help us to get a health plan in place and we will have trust and loyalty switch over the long term will pay off for sure,” said Maddox. “Clearly, it’s not sustainable forever; we made the commitment to get through closure here and we did, and, you know, if you walk around, there’s real pride, and I hope that that lasts and really strengthens our culture.”

BUSINESS VOICE JULY 2020 VEGAS CHAMBER

As the business community continues to uncoil itself and out from under the shutdown’s wallop, Maddox, as a former small businessperson, imparts this advice for Nevada’s small businesses: “Liquidity is king. Make sure you have explored every single potential government program; that you have really looked at all PPP [Paycheck Protection Program]; that you take that time because there is money out there. Get it, if you can because liquidity is important and just try to hold on…preserve liquidity and get ready for, hopefully continued, slower growth throughout this year.” To view all interviews with Matt Maddox, Sandra Douglass Morgan and Dick Tomasso, visit VegasChamber.com.

STAY SAFE, STAY OPEN. Your safety, the safety of others and the safety of our economy depend on you.

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Please wear protective face coverings and maintain 6 feet of distance from others.

WHERE INSPIRATION MEETS ENTERTAINMENT! Watch Movies, Short Films & T.V. Shows.

WATCH FREE ANYWHERE, ANYTIME!

GET STARTED TODAY AT WWW.WYNNNETWORK.COM

Working For You Small Business Grants In response to the challenges that businesses are experiencing because of COVID-19, Clark County and the City of Las Vegas have made several grants available to small businesses located within their jurisdiction. The Clark County Commission recently approved $19 million in federal relief funding for small business support grants. These grants will be available for application in the near future and can be found on the Clark County website under the Economic Development page at ClarkCountyNV.gov.

The grants available have been broken into three categories as follows:

• Small Business Stabilization Grant • Small Business Rental Assistance • Small Business Protective Retrofit Grant These grants are available to small businesses with 20 or fewer employees which have not received any other form of federal assistance (such as EIDL or PPP) or assistance from any of the local city governments. These grants will be selected on a lottery basis from applicant pools. The Small Business Stabilization grant provides up to $10,000 for working capital expenditures such as rent, payroll, utilities, inventory, licensing fees and other similar expenses. Certain businesses are ineligible, whether by receipt of other relief funding sources or business model. For more details, see the link above for the County’s requirements. The Small Business Rental Assistance program is designed specifically to pay up to $10,000 of rent for small businesses in actual rent arrears. Businesses that receive the Small Business stabilization grant, or relief funds from federal or local sources are ineligible. As with the Small Business Stabilization Grant, restrictions and requirements for application can be found in the link provided above. The Small Business Protective Retrofit Grant is designed to award up to $5,000 to reimburse businesses for the cost of additional safety equipment and training to help prevent the spread of COVID-19. These costs may include, but are not limited to, one time purchases of PPE, one time purchases of screening tools, one time purchases of training for employees and facility modifications such as plexiglass, hand washing stations, no touch doors or walk up windows. Businesses that receive the Small Business stabilization grant, or relief funds from federal or local sources are ineligible. As with the Small

Business Stabilization Grant, restrictions and requirements for application can be found in the link provided above. The City of Las Vegas recently expanded the scope of eligibility of those small businesses that can apply for the Business Preparedness Grant. The categories of eligible businesses have been expanded and several of the restrictions on the use of grant dollars have been removed. City Grants are available to businesses already receiving EIDL or PPP funding. The grant is for small businesses with between 3 and 25 full time employees. The grant will award up to $4,000 for economically troubled businesses to assist with reopening costs such as purchases of PPE, cleaning supplies, facility retrofits or other health and safety measures. The grants are now being awarded at the discretion of the City, on a first come, first-served basis. This grant is funded by $4 million of the federal CARES Act relief dollars allocated to the City of Las Vegas. To be eligible, a business must meet the following requirements: • have an active business license within the City and original license issuance date must have occurred on or before Dec. 1, 2019.   • employ no less than three and no more than 25 full-time equivalent (FTE) employees as of Feb. 28, 2020.    • have been either required to close or have experienced economic hardship due to the COVID-19 pandemic.    • not have engaged or currently be engaged in any illegal activity per local, state or federal laws or regulations. • commit to uphold all of the recommendations and/or comply with any mandates for reopening from the State of Nevada and the Southern Nevada Health District.   Businesses that are NOT eligible to request or receive Grant funds are:  • Business whose principal place of business is not within the City limits  • Home-based businesses or businesses without a physical location • Marijuana (cannabis) related businesses. More grant applications for the City of Las Vegas can be found at lasvegasnevada.gov and search Business Preparedness Grant.

VEGAS CHAMBER JULY 2020 BUSINESS VOICE

HOW DO YOU REWARD GREAT CUSTOMER SERVICE?

Customer Service Excellence is a free turnkey program that helps you recognize the customer service all-stars in your business. • Easy ways to nominate • Recognition programs and ceremonies • Customer and staff engagement materials provided

NOMINATE SOMEONE TODAY AT VEGASCHAMBER.COM/CSE

For more information on enrolling your company in the program, visit VegasChamber.com or call 702.641.5822.

BUSINESS VOICE JULY 2020 VEGAS CHAMBER

Customer Service Excellence Found in Matthew Evans “We Got Your Back.” Four words that most people need to hear especially during an extreme time of despair. Thankfully, Las Vegas’ Matthew Evans recognized that need in his local community over the last several months during the pandemic. Whether it was food, clothing or basic everyday needs, Evans put together a Facebook Group called “We Got Your Back”, a public group of approximately 2,000 followers where community members can post requests, share resources and have the opportunity to help anyone who might “have extra.” The page description says: “…We are Vegas Folks helping Vegas Folks Period. Not a charity, not a company, a community of helping hands connecting our brothers and sisters in times of need. Borne out of the COVID-19 Crisis, and we will conquer it together.”

Because of Evans's extraordinary efforts to support those in need, he was named the Customer Service Excellence (CSE) Five Star Award winner for the second quarter. What does that mean? The Five Star Award is given to a community member who has truly gone above-and-beyond in delivering excellent service. The Customer Service Excellence Committee evaluates nominations for the Five Star Award and selects awardees who have truly embraced the spirit of giving. Each Five Star Award recipient will be a finalist for the Customer Service Excellence Person of the Year Award, which will be announced at the end of this year. Evans was featured on the first-ever virtual CSE recognition event, thanks to and aired on Vegas Chamber President’s Club Member KTNV Channel 13’s Facebook Live with hosts J.J. Snyder and Shawn Tempesta. Evans was awarded his recognition in a 20-minute segment, honoring his incredible work, and getting insight from Evans on how he mobilized this campaign efficiently and successfully. “I said, ‘wait a minute, what can we do to help people?’” said Matthew Evans, Customer Service Excellence Five Star Award recipient. “We’re all caught in this, we all need some help and how can I use the weapons that I have and the things I do that I do every day instead of sitting at my house and feeling sorry for the situation. I decided to get into action, put those tools into action.” Each quarter, the Vegas Chamber, the Las Vegas Convention and Visitors Authority (LVCVA), and a host of dedicated sponsors recognize amazing employees in Las Vegas who provided stellar service to customers and coworkers, ensuring that Las Vegas continues to be a great place to live, work and visit. Evans added: “That’s what I’m about. I have a heart of contribution; I always have. I knew that helping these people in this time of need was just what had to be done right then…our Vegas family helping Vegas family get through this time of need was really at the root cause of why I did this.” The Customer Service Excellence program has been honoring outstanding employees for more than 30 years. This year’s sponsors include KTNV Channel 13, LVCVA, NV Energy, Smart City Network and Vegas Golden Knights. Congratulations and thank you for your service to the Las Vegas community, Matthew Evans – Customer Service Excellence Five Star Award winner! To nominate someone for the Customer Service Excellence Award, visit VegasChamber.com. VEGAS CHAMBER JULY 2020 BUSINESS VOICE

Help a Business Thank a Hero

Vegas Chamber Launches Switch to Kindness! Gift Card Program Supporting Local Businesses & First Responders Partnership with Switch, LVMPD Foundation & ItsOnMeÂŽ will infuse much-needed cash to help small businesses Switch to Kindness! offers a one-stop shop platform to purchase* electronic gift cards from local businesses, which will then be distributed to Southern Nevada first responders by the Las Vegas Metropolitan Police Department (LVMPD) Foundation.

Buy gift cards & get details at VegasChamber.com *Five percent processing fee applies

What’s Happening JULY

TUESDAY, JULY 7

CHAMBER CONNECTIONS Chamber Connections is a dedicated leads group of professionals from a variety of industries. This is a place for professionals to grow their network and their businesses by sharing contacts, referrals and ideas. 5:30 – 7 p.m. Virtual

To attend any of our online events, please visit VegasChamber.com to register.

CHAMBER VOICES TOASTMASTERS Looking for a way to improve your communication skills in both your personal and professional life? The Vegas Chamber is home to a Toastmasters club, Chamber Voices, open exclusively to Vegas Chamber members. 11:30 a.m. – 12:45 p.m. Virtual

WEDNESDAY, JULY 8

COFFEE AND CONNECTIONS This event is great for business professionals interested in expanding their network and optimizing their chamber membership. In addition to quality networking time, each event will feature two speakers: a member selected from the event prior, and a Vegas Chamber team member. 7:30 – 9 a.m. Virtual

TUESDAY, JULY 21

WEDNESDAY, JULY 22

BUSINESS AFTER HOURS

Join the Vegas Chamber for our popular virtual networking event. Chamber staff and ambassadors curate the virtual attendees to make introductions in a natural way and ensure all members meet the type of people they’re looking to meet. 4:30 - 6 p.m. Virtual

VEGAS CHAMBER JULY 2020 BUSINESS VOICE

President’s Club (B) Allison Wax Director – Coldwell Banker Premier Realty Originally from California, Allison Wax began her real estate career by supporting the needs of companies moving their most valuable asset, their employees, in and out of the Las Vegas Valley. As director of business development and client services at Coldwell Banker Premier Realty, Wax builds valuable relationships with corporations, assisting them with different real estate needs to include general real estate, corporate moves and affinity programs. She is thrilled to be part of a growing, dynamic and ethical company that is a leader in the real estate industry.

(A) John Wynn President & CEO – The Wynn Network Dr. John Wynn is the president and CEO of a 24-hour Television Network and Video On Demand platform called The Wynn Network where inspiration meets entertainment. Dr. Wynn has has produced three inspirational music CD’s, written two noteworthy books, produced T.V. Shows and a feature film titled “John Wynn’s Mirror Mirror” that was released in theaters October 2019. He is an author, producer, writer and musician with over 20 years of experience. Dr. Wynn is an empowerment speaker who shares inspiration across the world, effectively transcending racial and cultural barriers.

B (D) Jason Bruckman Regional Vice President – Eastridge Workforce Solutions Jason Bruckman is a sales leader that has extensive operations experience across multiple lines of business, including 19 years of staffing and recruiting experience. He currently oversees the day-to-day success of the Administrative, Convention, Healthcare, Manufacturing & Distribution, Legal, Technology & Engineering, and Finance & Accounting Divisions at Eastridge Workforce Solutions in Las Vegas. Bruckman holds an undergraduate degree in public management from Indiana University and a MBA in entrepreneurship and finance from Keller Graduate. He sits on the board of the Las Vegas Global Economic Alliance.

(C) Steven M. Albright Vice President Nevada Market – Intermountain Healthcare Steven M. Albright is vice president of market development Nevada for Intermountain Healthcare, an integrated, not-for-profit health system. Through established relationships with community, political, and healthcare leaders, he has accountability for the deployment of an asset-light growth strategy and a vision of establishing a valuebased health service delivery network in the Nevada market. Albright received his MBA in Business Administration. He is married with four children, one of which has special needs that drives his passion for improving the access and quality of healthcare for everyone.

BUSINESS VOICE JULY 2020 VEGAS CHAMBER

Spotlights (E) John Johnson Founder and Executive Director – Educating, Training and Empowering John Johnson is the founder and executive director for Educating Training and Empowering, a nonprofit 501(c)(3) in Las Vegas. Johnson moved here in 2012 from Oakland, California and immediately started to get involved in the community to learn about the issues facing the populations most in need. He got involved in politics and created the United Democratic Club of Clark County working to improve policy affecting low-income consumers and people of color. He hosts the radio program Empowerment through Training and Education discussing politics and local issues in order to bring solutions.

(F) Chris Schlaffman VP of Commercial Lending, Clark County Credit Union Chris Schlaffman has spent his entire professional career in banking, starting out as an intern in high school 38 years ago. He graduated from UNLV with a degree in Financial Services and went on to graduate from the Pacific Coast Banker’s School through the University of Washington. As the vice president of Commercial Lending at Clark County Credit Union, he provides personal consulting and guidance for business members seeking lines of credit, investment properties or new build outs. His volunteer work includes acting as Treasurer of Green Valley United Methodist Church and Swain’s Creek Pines Lot Owners Association.

(G) Sharon Christ President & CEO – S&B Christ Consulting Sharon Christ is president and CEO of S&B Christ Consulting and has 20 years of experience as a Department of Defense scientific analyst and project manager. Christ is extremely experienced in project management of technically challenging and high-profile projects. Christ earned a Bachelor of Science from the U.S. Air Force Academy in Operations Research and a Master of Science in Industrial Management and Systems Engineering from the University of Nebraska-Lincoln. She achieved the rank of Major in the Air Force and after pinning took a consultant job as a scientific analyst.

(H) Ed Domanico Director – AET Environmental Edward J. Domanico is director of Environmental Affairs for AET Environmental, a leading and highly credentialed provider of environmental and industrial services, hazardous waste handling and remediation in Nevada. Responsible for strategic marketing policies, as well as expanding the company’s operating capability throughout the state and region, he brings nearly 30 years of environmental experience to this role as an industry leader. AET provides environmental services to many of the Strip Properties. AET provides service to several Medical and Industrial facilities, as well as the Nevada Test Site.

VEGAS CHAMBER JULY 2020 BUSINESS VOICE

Leadership Matters More Than Ever: Advance Your Skills to Become a More Effective Leader As businesses and organizations strive to operate as normally as possible during these challenging times, leadership matters more than ever. How do you continue to motivate teams remotely? How can you inspire teams to meet goals? When the stakes are high, how do you instill the drive to keep your teams focused and moving forward? Great organizational leadership doesn’t just happen; it comes from investing in training to develop the skills that make great leaders. Research shows that companies that invest in quality leadership training are more likely to have a positive company culture that motivates employees at all levels to achieve greater results. In fact, investing in leadership training puts your company ahead of your competition. Leadership Advance is a 5-month leadership skills training program that is tailored specifically to professionals wanting to enhance their leadership abilities and advance their careers. The leadership training is facilitated by Aegis Learning, a Las Vegas-based company with more than 25 years of experience in creating and delivering learning solutions and leadership training for organizations of all sizes, including Fortune 500 companies. “Leadership Advance has given me the tools to be a better leader, both in and out of the office. After this program, I have become more engaged with clients, office teammates, and in personal relationships. Because of Leadership Advance I’m a better listener and collaborator, and that self-realization has made me ready to conquer 2020,” said Chad Kaercher, Commercial Insurance Broker at Kaercher Insurance. “Joining Leadership Advance has been one of the best experiences of my career,” aid Nicole Shelton, loan administrator of Nevada State Bank. “I highly recommend this program whether you are new to leadership or have been in a leadership role for some time. The past five months have seemed to fly by, but in this short amount of time I’ve seen great changes within myself not only professionally, but personally, too. It’s been great to network and build relationships with other professionals that I hope continue beyond the program.” During the program, class members gain extensive experience and insights into their own leadership strengths, and grow in understanding effective leadership, communication, and organizational management. Topics include: • Strategic decision-making • Problem solving • Accountability • Managing vs. leading • Building a vision • Setting and achieving goals • Relationship building • Motivating teams • Emotional intelligence • Talent pipeline management • Communication * Productive conflict vs. fruitless conflict * Influencing at all levels of a company with impact * How to conduct difficult conversations * Collaboration * Delegation Because of COVID-19, class will meet twice per month via Zoom. Sessions will be from 8:30 to 11:30 a.m. Class begins Friday, Aug. 7, and concludes in December. The program will be offered again February through June 2021. The cost for the program is $795 for Vegas Chamber members; $895 for non-members. For more information or to enroll:

https://bit.ly/36SeHgy

BUSINESS VOICE JULY 2020 VEGAS CHAMBER

LEADERSHIP FOUNDATION VEGAS YOUNG PROFESSIONALS

VYP+ is an enhanced membership level for new and active VYP members that maximizes the VYP experience. VYP+ members have access to: Special pricing at all VYP events Advanced invitations to Bigwig Lunch Times and Community Conversations VYP Excursions, to go behind-the-scenes to see some of Las Vegasâ&#x20AC;&#x2122; most interesting businesses A members-only database that you can use to update your information and connect with other VYP+ members Added exposure, with a listing in the VYP+ member directory Sitting on a VYP committee to help expand your leadership capacity and grow your network

VYP+ MEMBERSHIP IS $50 ANNUALLY. JOIN VYP+ BY CONTACTING HELLO@VEGASYP.COM.

VEGAS CHAMBER JULY 2020 BUSINESS VOICE

News You Can Use

Las Vegas: Open for Business By the time you see this article, Phase II of Governor Sisolak’s plan to open the state should have been in full effect for more than a month. As I pen this piece, our fair city waits for the gaming industry to reopen amidst protests due to the death of George Floyd in Minneapolis. Black Lives Matter. And Vegas is absolutely strong. Our community is hurting, but our businesses are open. How we communicate our reopening—and possibly rebirth—and our response to the country’s unrest in an uncertain landscape will show the world who we are. Consumer Confidence The Conference Board Consumer Confidence Index, which is conducted by Nielson, is a monthly survey based on a probability-design random sample. The organization reported that the Consumer Confidence Index stabilized in May after a deep decline the prior month. “The Expectations Index—based on consumers’ short-term outlook for income, business, and labor market conditions—improved from 94.3 in April to 96.9 in May.” (Source: The Conference Board)

sharing detailed videos outlining the safety precautions each had set into motion on their properties. If a picture is worth a thousand words, a video is worth that much more. Think back to some of the messages over the past two months: which made you feel safer and ready to support that business? Communicate with Confidence Roughly two months later, the emails started en masse again for reopening. Some of the best this author saw were from our local casino and resort organizations sharing detailed videos outlining the safety precautions Value Proposition: What is your organization’s value proposition? What are the one or two things that you do better than any other competitor that truly sets you apart? Be crystal clear in articulating your value proposition in your messaging. Audience: Who are you targeting? Your audience may comprise multiple groups, yet make sure your communications are tailored for each one.

I believe the Expectations Index can be directly correlated with how people view a brand. What are an organization’s values, how do they communicate (both externally and within), and are they forthcoming with accurate, valuable information? When we look out in this uncertain economy, brand values and communication will be so important to set a company apart and grow customers’ confidence.

Specifics: These are the nuts and bolts of your message. Using the five Ws and one H might come in handy here: who, what, when, where, why, and how.

Yes, We Are Open! Remember in March when every company that you had ever interacted with sent an email detailing its response to COVID-19? Memes popped up in the social media sphere, and people made jokes, but the communications were critical for setting the stage for organizational operation during the global pandemic. Throughout our state’s shelter in place order, essential businesses shared their procedures. Many of these businesses provided helpful information on how to buy groceries, order food, and other steps to take care of their families.

The only certainty in these uncertain times is change. And the best way to cope through significant change is with an open mind, positive attitude, and clear communication. I send my best to all Las Vegans as we continue to weather major change together as a community.

Roughly two months later, the emails started en masse again for reopening. Some of the best this author saw were from our local casino and resort organizations

BUSINESS VOICE JULY 2020 VEGAS CHAMBER

Action: After someone reads your communication, what do you want them to do? A good rule of thumb is the “Know, Feel, Do” concept. What should your audience know, feel, and/or do after encountering your message?

Shan Bates-Bundick is a Las Vegas Metro Chamber of Commerce member with nearly two decades of global marketing and communications expertise. She collaborates with businesses and non-profit organizations to create strong value proposition messaging and elevated brand stories in both traditional and digital channels. Learn more at www.shanbates.com.

Member News RED - PRESIDENT’S CLUB MEMBER

In the Community

City National Bank donated $10,000 to the Nevada COVID-19 Emergency Response Fund to support the state’s recovery efforts. Additionally, the bank made a $5,000 donation to Three Square and its Bag Childhood Hunger campaign. The funds from City National will be matched by the Bennett Family Foundation, up to $10,000, which will provide 60,000 meals to Southern Nevada’s food-insecure families and children.

Bank of Nevada committed more than $415,000 to help mitigate the impact of the pandemic on communities across Nevada and strengthen those regions as they work to emerge from the crisis. The donation encompasses all support given to organizations within Nevada on behalf of Bank of Nevada and First Independent Bank. In Southern Nevada, funded organizations include: the COVID-19 Emergency Response Fund, Workforce Connections - Layoff Aversion Pilot Program, United Way of Southern Nevada, the Public Education Foundation and Delivering with Dignity.

Comprehensive Cancer Centers of Nevada donated 10,000 sunscreen packets to the Cashman Isolation-Quarantine Complex (ISO-Q), which houses and treats the Valley’s homeless population who have contracted the Coronavirus. The donation, secured through the Mayor’s Fund for Las Vegas LIFE, is the result of the organization’s efforts to coordinate and secure donations of cash and items needed to combat COVID-19. The sunscreen packets will be used at the ISO-Q, a partially outdoor facility.

Las Vegas Sands partnered with Catholic Charities of Southern Nevada to provide 1,000 boxed meals a day from May 1 to May 14. The meals were used for homeless outreach while the organization’s dining facility was closed due to the COVID-19 pandemic. Each boxed meal included a “Message of LOVE,” a note that shares words of encouragement submitted online by Venetian team members, and others from around the world. In addition, each box was distributed with a Venetian hygiene kit containing body wash and lotion.

The Salvation Army Southern Nevada was awarded a grant from the MGM Resorts Foundation for its anti-human trafficking program, SEEDS of Hope, which provides case management to identified victims of human trafficking. With this funding, the program, led by Erin Kauffman, plans to provide services to 40 or more victims of trafficking.

Ronald McDonald House Charities of Greater Las Vegas, along with McDonald’s and its community partners, awarded $141,250 to 90 high school seniors and 43 returning college students through the organization’s scholarship program for 2020. Since 1999, RMHC and its partners have awarded more than $4.4 million in scholarships to eligible students and alumni in Clark and Nye counties.

New Additions Las Vegas Natural History Museum is featuring a new exhibit entitled “In the Dark” from the beginning of July to October. Since prehistoric times, humans have sought to find utility in darkness, and have invented ways to acclimate to dark conditions. In “In the Dark”, guests experience and explore these mysteries via electronic, mechanical and computer interactives, immersive dioramas, and lifelike models. VEGAS CHAMBER JULY 2020 BUSINESS VOICE

Washington, D.C. Comes to Vegas Itâ&#x20AC;&#x2122;s D.C. at VC! Virtual Fly-in 2020 Sept. 14 to 17 Join the Vegas Chamber and the Las Vegas Global Economic Alliance (LVGEA) for a new twist to their popular Washington, D.C. Fly-in. Ensuring safety and wellness, Washington, D.C. is coming to Vegas in an all-virtual format â&#x20AC;&#x201C; we bring you D.C. at VC!

JULY 2020

Virtual Business After Hours

Why attend? Open to all dues-paying Vegas Chamber & LVGEA members Easier-than-ever to participate Special Pricing for a limited time that includes a new daily rate and 2021 registration Be a part of history by experiencing the first-ever virtual Fly-in

One-time special pricing offered to members who register for the 2020 and 2021 Fly-ins, with the expectation that we will resume our regular travel plans back to Washington, D.C. in 2021.

Wednesday, July 22 4:30 to 6 p.m. Free Join us for the popular virtual networking event. We ensure all members make the right connections.

VegasChamber.com