Steve Wynn Describes His Creative Process, Pt 4 | Milken Institute

Steve discusses his process of encouraging employees to embody the core theme and values of any hotel he creates at a Global Conference for the Milken Institute. Specifically, he is describing the thought process behind what he says to new employees during the week training leading up to the grand opening of his hotels.
Whenever he begins his speech, the words he chooses to say stems from the believe that warmth, compassion, and kindness are the most important values. In order to relate to his employees, these values need to be present. He recognizes that the hotels he creates run on an intricate system of processes and procedures, and that most of these young employees are panicked with trying to remember an overload of information provided to them over the course of a single week.
So Steve tells them to forget every single thing they were told. He tells them to go on instinct and to not get caught up in making mistakes. He tells them to do whatever it takes to ensure that guests are happy and empowers them to take the lead on every situation they encounter. He does this because it hands over accountability to them, and allows them to feel as though they are leaders within his hotel. This helps them feel as though the hotel is part theirs and this encourages them to rise to the occasion each and every shift to ensure the core values of the resort are honored.
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