View from the Top: An Interview with Shannon McCallum, VP Hotel Ops at Resorts World Las Vegas
Calling Shannon McCallum’s career a success is an understatement. As the Vice President of Hotel Operations at Resorts World Las Vegas (RWLV) – which opened in June 2021 as the newest and most technologically advanced casino resort on The Strip – she is responsible for a vast team and even greater number of guests. Yet her career traces back to humble roots in British Columbia, offering an exemplar path that any aspiring hospitality leader can learn from.
Growing up in Kelowna, McCallum fell into hospitality by accident. Living a mile away from a luxury property, she started working there during high school over the weekends and during summertime. Working in hotels not only put her through college, but also inspired her to stay in hospitality as she loved it so much, instead of pursuing law.
Her early experience encompassed 15 years at Canadian Pacific Hotels and Fairmont, including at the Lake Okanagan Resort (managed by Canadian Pacific), opening the Fairmont Vancouver Airport in 1999, and then at the Fairmont Scottsdale Princess. In 2010, she was recruited to join MGM Resorts for the newly opened ARIA Resort & Casino where all told she has worked at three large luxury Las Vegas Strip hotels over the past 13 years.
Outside of her duties for RWLV, McCallum is currently a board member for the Nevada Hotel and Lodging Association and past chair of the Nevada Hotel and Lodging Foundation. She is a member of the Hospitality Financial and Technology Professionals Association and is a current co-chair of the 2023 HITEC Advisory Council. She is also co-chair of the 2024 Super Bowl Host Committee for Hotels and Housing and she was a prior member of the Forbes Travel Guide Standards Advisory Council representing global gaming properties. She was recognized as Hotelier of the Year for the State of Nevada in 2015.
What is your current assignment at RWLV?
My current role is Vice President of Hotel Operations at RWLV, overseeing all aspects of the hotel operations with over 1,500 team members. This includes three luxury hotels (Hilton Las Vegas, Conrad Las Vegas and Crockfords Las Vegas), totaling 3,506 rooms and suites combined. RWLV’s forecasted hotel revenue alone is north of $300 million for 2023, while the property itself has over 50 restaurants and lounges, a vibrant nightlife as well as a 4,000-seat theatre featuring top A-List entertainment.
Why did you enter hospitality? What factors continue to excite you?
Working in hotels and taking care of people came naturally to me…it never felt like work! It was exciting to meet new people that were from faraway places and to speak about the city or the property. I still get excited walking through our property, hearing our guests having fun and seeing them enjoying our offerings. As for the present day, hotels are always adapting to changing trends, new menus, updating offerings and it never gets stale or routine – every day is very different.
Are there any particular individuals or events that spurred your career?
When I was 16, a hotel I worked at hosted a Commonwealth of Nations with a high level of security due to the leaders of the countries in attendance. I clearly remember Margaret Thatcher, the Sultan of Brunei, Rajiv Gandhi and Brian Mulroney in attendance, among many other high-level leaders. During the event, I thought to myself, What a rare opportunity to be involved in such a momentous gathering.
It was indeed a very exciting moment for someone my age to be a part of, and there are very few careers that have this ongoing interaction with notable individuals in such an exciting way. I am so fortunate to have taken this path.
Do you believe there is a glass ceiling in our industry?
In the past few decades, there has been an increase of women in executive roles in hospitality. I have never felt a limit to the growth of my career as I have grown my areas of responsibility.
What would you recommend for women currently working in hospitality?
I do feel strongly that building my personal legacy in a positive way, working in a dedicated manner and also treating people well – both internally and externally – played a large part in the opportunities that were open for advancement. I would also emphasize getting involved in the community by joining industry associations and volunteering, as well as building the pipeline of talent for the future of our industry by mentoring up-and-coming individuals. Networking with other hospitality individuals and vendors is always important while building relationships with my guests over the years and caring about their experiences has also been rewarding.
This year’s SI Swimsuit Edition focused on women’s strengths, diversity and knowledge. You participated and I’m doing so, becoming the first hotelier in the world to be featured. Tell us about the experience.When the opportunity to participate in the SI Swimsuit Edition was presented, I was very surprised and happy to see the more diverse conversation and focus of the issue. I was honored to be a part of the conversation that featured women changemakers at Resorts World Las Vegas. Not only was this a great opportunity to show the variety of career paths within Hospitality, but also that women are more frequently leading the way than in the past. There is no limit to growth potential and it is exciting to be a role model for young professionals entering into the industry to show them that the opportunities are boundless!
Anything else to add?
The hospitality industry has so much to offer as it can be practiced all over the world and brings new and different experiences every day. There is never a dull moment!
