NCSA Web-Ed Series

What does it take to deliver exceptional customer service to tens of thousands of guests from around the world—often all in a single day?

In this Web-Ed session, Brad Bittermann, General Manager of Food & Beverage Operations at the Las Vegas Convention Center, offers a behind-the-scenes look at the scale, complexity, and leadership required to serve a constantly changing global audience. From banquets and catering to food halls, carts, and beverage operations, Brad oversees a multifaceted service environment capable of serving up to 130,000 guests and generating more than $1 million in revenue in a single day.

Drawing on more than two decades of experience in Las Vegas hospitality—including 18 years working in major casino and resort hotels on the Strip—Brad will explore how guest expectations for "excellent customer service" have evolved over time and how service leaders must continually adapt to meet those expectations. He will share insights into how teams respond to shifting food trends, cultural preferences, pricing sensitivities, and operational pressures while still delivering memorable guest experiences.

Brad will also discuss the business realities that shape service delivery, including profitability challenges, labor considerations, and the unique workforce dynamics of the Las Vegas hospitality industry. Throughout the session, he will highlight how leaders balance operational strategy, financial constraints, and workforce management while keeping the guest experience at the center of every decision.

Join us for an engaging conversation on what it truly takes to deliver service excellence at scale—and how the lessons learned in one of the world’s busiest hospitality destinations can apply across industries.

About the Speaker
An accomplished hospitality executive, Brad Bittermann began his career in the restaurant industry while going to school in Bloomington, Illinois. After earning a BA in Government from the College of William and Mary and a Master of Architecture from Virginia Tech, he transitioned from architecture to hospitality management. Brad's experience spans high-profile roles in major restaurant groups and luxury resort/casino properties in Chicago, Las Vegas, and Nashville, including the MGM Grand, Wynn, Caesars Palace, and the Omni Nashville Hotel. He has led teams through multiple large-scale restaurant and bar openings, collaborating with celebrity chefs and developing staff culture, service standards, and operational handbooks. In 2020, Brad founded and operated an award-winning restaurant, Izzy's Feel Good Food, in Tennessee. Currently, he serves as General Manager of the Las Vegas Convention Center, leveraging over two decades of leadership in food, beverage, and hospitality operations.