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Wynn Resorts Culture case study


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Wynn Resorts Culture case study

  2. 2. STEVE WYNN Stephen Wynn is an American casino resort/real-estate developer who played apivotal role in the 1990s resurgence and expansion of the Las Vegas Strip. Wynn is known as a witty storyteller who can mimic anyones accent and whorewards his employees with gifts (he once bought luxury cars for 377 casinosupervisors in Atlantic City) – but he also has been know to have a wildtemper. Quotes as thinking of his line of work as “the recreation business,” Wynn’sbiggest triumphs to the Vegas scene include: the Golden Nugget, The Mirage,Treasure Island, Bellagio, Wynn, and Encore. 2
  3. 3. THE WYNN RESORT  THE PROPERTY •  Wynn Las Vegas (Wynn) is a super luxury resort and casino located on the Las Vegas Strip •  The US $2.7 billion resort is named after casino developer Steve Wynn and is the flagship property of Wynn Resorts Limited. •  The resort covers 215 acres stands 614 feet with 45 floors 2,716 rooms. •  The complex also includes a 111,000 sq ft casino, a convention center, and 76,000 sq ft of retail space. •  Together with the adjacent Encore, the entire Wynn resort complex has a total of 4,750 rooms. HONORS •  The resort has earned AAA five diamond, Mobil five-star, and a Forbes five-star rating, and is considered to be one of the finest hotels in the world. •  Wynn Las Vegas and its sister property Encore Las Vegas collectively hold more Forbes five-star awards than any other resort and casino in the world. Wynn Las Vegas also made Forbes Award history by earning five-star ratings in every category - Hotel, Restaurant, and Spa - for two consecutive years. 3
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  5. 5. WYNN RESORTS CULTURE “Our culture of exceptional guest service infuses everything we do.Whether it’s that extra minute it takes to walk a guest to their destinationor the thoughtful phone call to housekeeping to add that special touch foran anniversary, we promote our standards by sharing our great servicestories. You are what makes the difference between a good guest experience andan unforgettable one. That’s why we have two initiatives that provide theblueprint to realizing your own ability to transform the ordinary into theextraordinary: The Wynn Standards - Who we are, What we do, and Howwe do it, along with The Storytelling Program - a creative and rewardingway we share and model our service standards.” 5
  6. 6. WYNN STANDARDS “The Wynn Standards are the building blocks to making a great story.They serve as a guide to any situation that you encounter with aguest or co-worker. As you study them and start practicing them, you’ll find that everyencounter can be a great service story. As you make them a habit,you’ll experience personal joy that you’ve done your part to create amemorable moment in the lives of those you encounter everyday.” 6
  7. 7. WHO WE ARE: CORE VALUES 4 CORE VALUES 1.  Care about everyone and everything 2.  Show never-ending attention to detail 3.  Take responsibility; don’t leave it for others 4.  Always strive to be better 7
  8. 8. WHO WE ARE: CORE VALUES Care about everyone and everything Steve Wynn’s sense of the possibilities, creativity and vision inspiredhis greatest work so far. We’ve got the place, now it’s up to you tofulfill the promise. How do you do that? You’ve got to care about every person whowalks through those doors. Treat them like royalty and make sure allof their needs are taken care of. And that means co-workers, as well. 8
  9. 9. WHO WE ARE: CORE VALUES Show never-ending attention to detail Our guests expect their stay will be perfect in every way. It’s up toyou to exceed their expectations! Do so by paying attention to thedetails. And always remember, the Wynn experience for an employeeshould be just as rewarding, if we’re always looking for ways to serveeach other as well. 9
  10. 10. WHO WE ARE: CORE VALUES Take responsibility; don’t leave it for others The way we connect with our guests, the little things we say and do can create magic moments they will remember for the rest of their lives. So, if something needs to get done, take the initiative and do it! Go the extra mile for your guests and co-workers. They won’t forget it! 10
  11. 11. WHO WE ARE: CORE VALUES Always strive to be better If we make our guests feel special, they will stay longer, play longer, and they will want to return again and again…rewarding us for our friendly hospitality with their loyalty, their generosity and their praise. Always look for ways to be a better co-worker, supervisor, or friend. When we’re all striving to be better, nothing will stand in the way of personal success 11
  12. 12. HOW WE DO IT: WYNN PROMISES THE 8 WYNN PROMISES 1.  Be in the moment 2.  Show gratitude 3.  Smile and make eye contact 4.  Work together 5.  Know our resort and its amenities 6.  Take pride in our resort 7.  Present your best self 8.  Communicate professionally 12
  13. 13. HOW WE DO IT: WYNN PROMISES Be In The Moment •  Show a genuine sense of interest and concern for our guests’ satisfaction •  Anticipate guests’ needs by listening and looking for clues to exceed their expectations •  Use the guest surname discreetly when available as a sign of recognition •  Pro-actively approach guests whenever possible, acknowledging guests in queue •  Focus on what’s important, avoiding personal conversations Show Gratitude •  Politely close interactions warmly, always inviting our guests to return •  Be genuine and hospitable, thanking our guests for their visit 13
  14. 14. HOW WE DO IT: WYNN PROMISES Smile and Make Eye Contact •  Be attentive to our guests and make eye contact •  Readily smile and maintain an engaging expression Work Together •  Communicate guest requests by relaying information to others •  Take responsibility, apologize for inconveniences, work toward a mutual solution •  Offer alternate solutions when a request is not available Know Our Resort and Its Amenities •  Be well informed about the resort and its amenities, obtaining assistance when needed •  Know the functions of your department and the role that you play 14
  15. 15. HOW WE DO IT: WYNN PROMISES Take Pride in Our Resort •  Pick up any litter or trash that you see •  Maintain a clean and comfortable atmosphere Present Your Best Self •  Maintain a professional appearance with clean, well-fitted uniforms or business attire •  Be extremely well-groomed •  Maintain alert posture, appearing approachable to guests Communicate Professionally •  Use complete sentences, avoiding slang and phrase fragments •  Speak with a calm, clear, confident voice •  Use proper telephone etiquette 15
  16. 16. HOW WE DO IT: STORYTELLING PROGRAM Because storytelling is the original and most effective way to communicate,it is a major part of our culture here. The Storytelling Program gives all ouremployees a contributing voice to our service culture. We believe that every employee has a great story of exceptional service totell. Hearing a co-worker’s story can often help us recognize our ownactions and behaviors. By recognizing and celebrating our stories of success,we inspire each other to find opportunities to create extraordinaryexperiences for our guests. 16
  17. 17. HOW WE DO IT: STORYTELLING PROGRAM The StoryWIRE is a link on the WIRE, where you can submit your storyelectronically. Story Cards are located in the back of house. You can pick one up,write down your story and deposit it into the locked Storytellers Box. The Story Phone is a special phone where you can record your name and details ofyour story. All stories are received, transcribed, and reviewed for future use. If your story is chosen, your photo and the story will be put together. Sometimesyou’ll see your story on a big display in the back of house. Sometimes you’ll see itfeatured as a Story of the Week on the WIRE. You may even see it on a table tentin the staff dining area. Wherever it shows up, your story will inspire thousands ofother employees 17
  19. 19. MORE INFORMATION 60 Minutes clip – “The King of Vegas” • Steve Wynn describes his new resort “Encore” • Wynn Las Vegas Press Kit • 19