MGM National Harbor’s new car smell yet to wear off

Four months after its sensational opening, MGM National Harbor is going strong.

The sights of the opening weekend will not be forgotten anytime soon – the thousands of people lined up in the cold awaiting entry, backed-up traffic as far as the eye could see, the venue filled to capacity immediately upon opening, and MGM turning away guests for the remainder of the weekend. All in all, it was monumental.

Every property experiences a cool-down once the novelty wears off and locals become accustomed to the status quo. Still, MGM National Harbor’s results through the first quarter of 2017 have put to rest any questions of whether there exists sufficient demand for a resort casino on the outskirts of the nation’s capital.

Last month I had the pleasure of spending a full day and night at the property, my first visit since opening week. It was an opportunity to peacefully and intimately experience some of the finer aspects that had gotten lost in the early hustle and bustle.

Any questions about popularity were quickly dispelled during my initial stroll through the casino floor, where the vibe was that of a Friday night – this on what was actually Monday morning. The poker room was nearly full, and I had trouble finding a seat to play table games. There were surprisingly few empty seats in the rows of slot machines.

Several employees on the floor said that being filled to capacity was still the normal state of operations, not much changed since December 8. The notable exception was Christmas Day, which saw a turnout that matched or possibly surpassed that of the opening day.

What makes National Harbor unique in the region is that it’s not just a gambling destination (there are plenty of those around here). For me it was a family getaway with my wife and young son in tow. I earned some major romance points, plus I got to indulge in some of the upscale offerings like the Jose Andres seafood restaurant.

What immediately struck me upon arrival was that the level of service and attention to detail – starting with the valet parkers, and extending to the hotel front desk staff and beyond. This issomething I have come to most appreciate about the gaming industry – the realization that it is fundamentally a subdivision of the broader hospitality industry and that its value proposition as a business lies in making customers – whether working class or high-rollers – feel like British royalty.

Another aspect I noticed immediately was the attitude of the employees. There has been a fair amount of grumbling on Yelp about unfriendly and poorly-trained customer service staff, but that wasn’t anything like what I experienced (granted, I was there on a weekday). Everyone I encountered was friendly, excited to be working there, and keen to make my stay more pleasant.

The employee enthusiasm seemed genuine, not the result of corporate indoctrination. It was clear that these folks viewed their jobs not just as another employment opportunity but rather a chance to be something larger than themselves. Full credit to Jim Murren and MGM for building a culture which employees are excited to embrace – that’s not an easy thing to do.

Beyond the gaming floor, the property’s other business areas have performed strongly. I initially questioned how much convention business the property would draw, given that there’s a hardly a shortage of such options around Washington, D.C. In fact, the on-site convention space is now fully booked into the coming years. Because of its location just on the outskirts of the Capital Beltway, National Harbor offers conventioneers a newer and higher-end product at a different price point than competitors who are closer to the city center.

As for the restaurants, there was a steady flow of people in and out of both the high-end and fast-casual eating places. That was impressive for a weekday.

Still, there are some important unresolved issues. I wrote before opening day that the traffic situation would be ensnarling at best, and that prediction has been proven accurate. One of the bartenders I spoke with said that on Friday and Saturday nights, her normal 15-minute commute home takes between two and three hours. She tells people that if they are coming to see an 8 p.m. show, they need to arrive at 2 p.m. or else risk being stuck in traffic and missing the performance altogether.

Parking control has also been an issue. The garage quickly fills to capacity and there are backlogs when trying to get out of the garage and back onto the highway.

What also stood out like a sore thumb was one demographic difference: there were plenty of millennials and younger people in the restaurants, shops, and casino pit, but I could count on one hand the number of them I saw playing the slot machines, even though the selection featured many of the newest and flashiest offerings. If younger generations are simply not interested in slot machines, no matter what kind of thrills and gimmicks are included, that raises questions about the long-term viability of any property with a revenue model dependent on the that business.

No casino property is perfect, but the limitations of MGM National Harbor have hardly dampened the demand. The casino resort is a welcome addition to the Washington hospitality market, which to often caters to wealthy political and business travelers while overlooking the everyday folks who live in the area. This property truly does offer something for everyone, regardless of income level or social class or propensity to gamble. Well done, MGM.