Several months ago, Steve Wynn held a meeting with the casino staff at his luxury hotel casinos, Wynn Las Vegas and Encore. Most of his employees were fully engaged in Storytelling, the company program that encourages individual employees to provide the ultimate guest experience, and then share their story with colleagues. But casino staff had not participated for a while; “He said, ‘I know you guys have stories,’” recalls Carrie Messina, vice president of human resources for Wynn Las Vegas. One woman finally raised her hand, according to Messina, and said, “I had a couple at my blackjack table, and when I asked them how their stay was they said it was terrific, but their mattress rolled inward. So I called and had the mattress replaced. [I didn’t share it because] I didn’t want to tell the world that the mattress was broken.” Wynn pointed out that her example was exactly what Storytelling was about. “He said, ‘In no other place in the world would you be playing in a casino and have your dealer be able to fix the mattress,’” Messina says.
Wynn Resorts properties, in the United States and abroad, have long been known for their superior service. Wynn Las Vegas and Encore, in fact, hold more Forbes Five Star awards than any other resort and casino around the globe, based on exemplary service and outstanding amenities. And while Steve Wynn has spoken often about the Storytelling program being his competitive edge, it is particularly effective when wooing the meetings and convention business—the foundation of Wynn Resorts’ overall business. Senior Vice President of Hotel Sales Danielle Babilino knows the Storytelling initiative makes a difference with meeting planners and groups. “Planners stay a week or two, and they’re separated from their families,” she says. “So one time, one of our teams got photos of planners’ families, got them framed and put them in their rooms. Another time, an executive director of convention services had a planning meeting during the holidays. She wanted to shop for an ornament but was leaving early the next morning.
Our team member went to a store, picked out an ornament, wrapped it and had it placed in her limo. It showed we listened. The genuine hospitality of our employees makes people feel good.” The Storytelling program began when the Wynn Las Vegas opened in 2005. Steve Wynn had met several people from the United Kingdom who used storytelling in their business, and he wanted to replicate it. Wynn Resorts’ core values (see sidebar) are known by all staff, and Storytelling captures how they share and demonstrate them. Individual stories are highlighted—with photos—in internal newsletters and on internal bulletin boards, on handout cards, in the company intranet and through other channels, and are a great source of pride and inspiration among Wynn’s 12,000 employees. Messina says it all starts with Wynn’s hiring process. “We hire for heart,” as well as skills and experience, she says. When prospective employees gather for interviews, Messina often moves among them without saying who she is.
“I’ll walk the lobby and say hello. We’re looking for how you acted in the lobby. Did you look down? Did you say hello? You can’t fake being nice to a stranger in the lobby. If you are kind and sincere, you want to take care of people.” Messina says another big factor is the small-group interview. “Everyone has to stand up and speak, and feel comfortable with it,” she says. “But we also grade you on what you do when the other person is speaking, how you act.” This is critical, she says, because “it’s a single interaction that can change the enterprise forever.” For groups, the Wynn guest experience is simply compounded. “It’s what differentiates us from the competition,” Babilino says. “Once we get the customers, take care of them and listen to them, with natural warmth and without being prompted, they’re hooked.” It’s not just the service, Babilino adds: “One time a meeting planner came back to the banquet captain and told him she wanted to liven up the dinner service, so the banquet team did a conga line for the group, dancing and singing.
“The banquet team added a human element to the group’s experience,” Babilino says, just as “Storytelling brings a human element to our core values.” Hotel casinos: Wynn Las Vegas and Encore, Wynn Macau and Encore slytherUnless I missed them Wynn/Encore only had fancy restaurants while Venetian/Palazzo had fancy and not-as-fancy (Grand Lux, Food Court)You didn't miss them. There is a "coffee shop" at the Wynn near the pool which is the equivalent of a three star restaurant. The simplest counter food is just off the casino at the creatively named, "The Cafe at the Drugstore" where you can pick up a bowl of soup for $12, or a bottle of soda for $4.I have not stayed at the Venetian/Palazzo. However, I have stayed at both the Wynn and Encore. If you are looking for comfortable, first class accomodations, you can't go wrong with the Wynn/Encore. The WynCore rooms are so great, the property even has a store where you can purchase everything in your room. According to the saleswoman, they have sold thousands of mattresses to guests who were so happy with the quality of their sleep, that they had to have it at home.
The Wynn/Encore property and casinos are smaller and more intimate than the Vn/Pz. However, it has a spread of machines, from pennies to "more than should be put into a slot machine at one time" in the high limit area. It is also further north on the strip, so if you want to walk to other properties, you will pass in front of the Vn/Pz since it is directly south on the same side of the strip.If the casino is not important, what are the key considerations driving your choice? AussieEnded up going with Encore. Flying in from LA early Saturday night and staying for 4 nights. On another note what would be the best route to take in a cab from the airport? I'm assuming the strip on a Saturday night wouldn't be the best idea.North on Paradise Road, make a left on Sands, right onto Las Vegas Blvd., entrance is on the right. You may be able to go down to E. Desert Inn Road instead of Sands, but I am not sure you can make the left into the Encore driveway from E. Desert Inn Road. The Venetian pumps some sickening smelly perfume into the air and I never last 20min there.
AyecarumbaYou didn't miss them. The simplest counter food is just off the casino at the creatively named, "The Cafe at the Drugstore" where you can pick up a bowl of soup for $12, or a bottle of soda for $4.The Strip is such a damn ripoff. I would kick myself for staying at any one of these properties---unless I could snag a room for under $100, which is the maximum amount I would ever pay to rent a box with a bed and a bathroom for twenty hours. Even during a "special event", like the execution of Paris Hilton or something.That said, I would make a trip to eat in the Grand Lux Cafe or the Buffet at the Wynn. But if I ever decided to gamble after dinner at one of these casinos, I hope a friend would be nearby to knock me unconscious and drag me outside. Exception: the poker room at the Venetian is terrific. EvenBobThe Venetian pumps some sickening smelly perfume into the air and I never last 20min there. I've never loved the Venetian for the smell and false sense of ritzyness for what feels like an over sized warehouse