Exceeding Expectations
By the time he first stepped foot in Hot Springs, Wayne Smith had already found his calling in casino work. The Rhode Island native had crisscrossed the country with stints in Las Vegas, St. Louis and New York to that point. Enticed by both the Spa City’s illustrious history and a bit of signature Southern hospitality, he arrived as the new assistant general manager of Oaklawn Hot Springs in 2016 and became general manager the following year. The decade since has seen the state’s top tourist attraction transform into a true regional hospitality powerhouse, exceeding even Smith’s own expectations for what the place could become.
“It’s been incredibly rewarding to see the expansion come to life,” he said. “We now offer something truly unique not just in Arkansas but in the surrounding region, and that was always the goal. When we first began discussing the project, we knew it would be bold, but we wanted to prove that Hot Springs can offer elevated destination experiences that rival anything in the neighboring states.”
Completed in 2021, the $100 million expansion rounded out Oaklawn’s amenities to about as much acclaim from Forbes as any destination could hope for — a Forbes-recommended luxury hotel, two Forbes-rated restaurants, the state’s only Forbes-rated four-star spa — and an event center to boot. The resort’s new amenities make it one of the top venues in Arkansas. Indeed, thanks to Smith, Oaklawn was able to end Little Rock’s nearly 30-year tenure as host of the annual Broyles Award ceremony.
Describing the award as one that celebrates “excellence, leadership and preparation,” Smith said those values aligned fittingly with Oaklawn’s. After the expansion made clear that the venue had the space, amenities and experience to host something at that level, Smith asked himself — and then the Broyles Award organizers — the obvious question: “Why not Oaklawn?”
“The idea of turning the ceremony into a multiday event was a natural evolution of that conversation,” he said. “With our live racing, hotel, dining, entertainment, spa and event spaces all on property, Oaklawn could offer a complete experience rather than a single evening. It allowed finalists, high school coaches, guests, sponsors and staff to fully enjoy Hot Springs while creating something more memorable and immersive.”
Smith is extremely attentive to the experience Oaklawn cultivates not only for guests but the more than 900 year-round employees under his purview, as well. Well aware of the importance of a strong organizational culture for keeping such a sizable operation steady, Smith stressed that the resort’s core values of “clean, safe, friendly and fun” are much more than mere words on a wall.
“When people feel supported and happy at work, it creates a better experience for our guests,” he said. “We’re focused on being Arkansas’ employer of choice by investing in our people, encouraging growth and creating an environment where team members can truly build a career and thrive.”
Intrigued by the city’s past, impressed by the people and embraced with open arms by the Hot Springs community, Smith has had the chance to leave his own indelible mark on both Oaklawn’s history and Arkansas tourism as a whole. He said he is proud to be a part of efforts that help bring people to the state and to support the growth of such a large economic driver. Success comes down, he said, to driving tourism while introducing a new generation to the thrill and excitement of horse racing, continuing to elevate Oaklawn as a destination, expanding the resort’s global profile, and remaining a sought-after employer.
“My hope is that the improvements we’ve made over the last decade have helped preserve and magnify the storied history Oaklawn has had since 1904 and will continue to provide an experience people appreciate and return to for generations,” Smith said. “If we’re creating memorable experiences for guests and meaningful opportunities for our team, then we’re doing it right.”
Photo provided by Oaklawn Hot Springs
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