Why Wynn Is Winning: Part 2 – The Wynn Way
How Service, Smarts, and Swank Keep Wynn Ahead on the Strip
Last week, I said Wynn’s not just surviving, they’re winning. In Part Two, this paid dive spills how Wynn’s training, consistency, and swanky amenities make you feel like royalty.
Training Like It’s a Mob Hit
Most Strip joints train staff like they’re teaching them to serve fries, memorize scripts, clock in, and move on. Wynn, however, trains staff as if the experience itself is the product. They utilize Forbes Travel Guide programs, training every role, from bellhops to servers and dealers, not just on tasks but also on judgment. This empowers staff to resolve problems promptly without any red tape.
For instance, I once made a mistake at Overlook Lounge. I asked for bourbon, but the bartender mistakenly gave me gin. Before I could react, the bartender noticed my face (I detest gin), apologized, poured a new drink on the house, and even threw in a “my bad” grin. There was no manager, no forms, just a swift and efficient resolution without any unnecessary fuss.
During a conference, I had the opportunity to meet some Wynn employees and we delved into discussions about customer service and consistency. They emphasized that their company’s “culture first” philosophy was their foundation, and they believed that only people could truly make people happy. At the time, I was working at Apple, which also had a similar approach.
I’ve always felt that guests mattered at Wynn. While many companies preach culture, it often feels like just a mere slogan on a wall. However, I can confidently say that Wynn/Encore genuinely believes in its philosophy. After working for a company with a similar successful philosophy, it’s truly refreshing to witness. I appreciate it when staff don’t wait for permission to rectify mistakes.
Consistency That’s No Gamble
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