After almost two years of navigating COVID-19, the casino is now looking ahead to brighter days. Within the next 90 days, Kelley said that MGM has plans to re-engage with entertainment and enhance customer experience in a variety of ways.

MGM was able to reopen their doors almost four months to the day after closing on March 14, 2020. However, the casino looked significantly different than it did before.

According to Kelley, the casino had significant capacity restrictions, eliminated bar service and live entertainment, reduced restaurant hours and offerings, put up plexiglass between slot machines and implemented strict social distancing requirements.

“It was a learning curve for us to operate under conditions like that and a learning curve for our guests as well to learn how to engage with a hospitality offering like ours with a very different set of conditions,” he said.

In 2021, the casino saw their success rise and fall depending on elevated COVID-19 cases and restrictions. Only a year ago, MGM was still operating under a strict 9:30 p.m. curfew.

“It’s been a story that has had different chapters each step of the way,” said Kelley. “We have seen positive steps and I think each step of the way I’m optimistic as we look toward the future. A significant amount of the property has reopened since the closure in March of 2020 and I think you’ll see even more of that as we pivot into the first quarter of 2022.”

Within the next 90 days, Kelley said that the casino will be reintroducing their South End Market to guests under 21, reopening Top Golf for reservation bookings, reopening Costa’s pizza counter and bar on Fridays and Saturdays and reopening TAP Bowling on Fridays and Saturdays.
He also said that the South End Market will be introducing a new food court option. Macho Taco, a well-known restaurant in Agawam, will be joining the market Fridays through Sundays. “There’s a lot happening,” said Kelley.
Live entertainment will be returning to the area with both John Mulaney and KEM & Kenny “Babyface” Edmonds scheduled to perform at MassMutual Center in the coming months.

“Reengaging with entertainment in a meaningful way is something that we haven’t been able to do over the last years and I think there’s a lot of excitement around that,” said Kelley. “You are starting to see that return to entertainment as a significant part of the experience at MGM and in the city itself.”

After the 90 days, almost all aspects of the casino will be reopened. Commonwealth Bar and Lounge reopened in September and hosts live music four nights a week. “We’re really focused on showcasing our local entertainers,” said Kelley.

The poker room also reopened in November and the hotel fully reopened in December. Kelley said that there is some retail space in the plaza that they are looking at reactivating as they get into the warmer summer months.

“If you walk the property, pretty much every aspect of business has been brought back. Not necessarily all days and hours, but it’s been brought back to near pre-COVID[-19] levels,” he said.

With so many changes, Kelley said that he is excited for the year.

“We are in the business of bringing people together. We are in the business of creating those milestone experiences for folks and it really does feel like we are on the edge of being able to get back into that game 100 percent again and that’s what fuels me, that’s what fuels the team, that’s what motivates us and that’s what I’m most excited about,” he said.

Kelley also has big goals for the future of the casino. As president, he said that he would love to bring sports betting to Massachusetts with the help of city and state leaders.

Neighboring states of Connecticut, New York and Rhode Island have all legalized sports betting.
“Unfortunately, we find ourselves today in a competitive environment that allows our closest competitors to offer experiences that we cannot,” said Kelley. “It’s mission-critical, from my standpoint, that we are able to compete on an even playing field and it’s equally critical to the state to capture the benefit of the direct and indirect revenues attached to that line of business rather than sending those benefits and those jobs to the states that surround us.”

For now, Kelley is focused on all that the casino can offer to their guests.

He encouraged residents to come to MGM for a great experience where health and safety will continue to be a top priority.

“When you think about all of the things that you can do at this property whether it’s a gaming experience, whether it’s staying in one of the best hotels in the city, whether it’s the entertainment that we offer or the amazing bars and lounges, there is something for everyone here,” said Kelley. “We are all about bringing the community together. We’ll be here, we’re open 24 hours a day, and we can’t wait to see our guests again.”

By Carolyn Noel