Creating an experience our guests never want to leave

Challenge

Steve Wynn, founder of celebrated Las Vegas leisure empire, had invested $3 billion in a spectacular 3,000-roomluxury hotel. In 2007, the Wynn Las Vegas had around 8% of Nevada’s casino market share with revenues of $1.3 billion. But with the majority of casino operators now running combined operations, growth lay in a rock-solid reputation for service excellence.

Solution

We needed to create 9,000 passionate brand ambassadors equipped to deliver the ultimate guest experience -driving repeat visits, revenues and recommendations. We co-created a simple and compelling story that emotionally engaged teams in creating experiences that ‘guests will never want to leave’. We equipped 1,500 managers to bring the Story to life for their teams, connecting them to the journey and its values, and inspired them to share over 1,000 inspiring stories of success. By empowering teams to exceed guests’ expectations, the business dramatically improved employee engagement and service levels. The results inspired City National Bank to begin its own programme, and led to a further programme at Wynn Macau.

Results

• Wynn Las Vegas overtaking Bellagio’s revenue and profit level through increased repeat business, referrals, and spend
• Wynn Las Vegas outperforming Steve Wynn’s previous establishment within 18 months
• A story-driven recruitment and induction process that keeps the story alive and celebrates its people
• 1,000 inspiring stories gathered and circulated around the business

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