ON SELF-ESTEEM
STEVE WYNN
I’m in the service business, where 10% of the franchise is the stuff and 90% is the guest experience. So the big question for me: How do you motivate employees?

With 13,000 of them at the Wynn and Encore, you can’t have 6,500 supervisors watching 6,500 people.

You need to have a culture instead of a payroll, so that people watch themselves. What does this? Not money, but enhanced self-esteem.

Spotlight programs, such as Employee of the Month, are great, but there’s honest prejudice built into them, as well as luck.

So we retrained 1,300 supervisors to become something of a psychologist and learn how to evoke a story.
Every day they hold 15-minute preshift meetings that start out like this:
Who can tell us about something that happened yesterday with a guest? Then when staffers tell the story, we reinforce it. We thank them.

The supervisor calls a storytelling hotline. We then put the story on the in-house internet and plaster it on the walls. We make the storyteller a hero and do this hundreds of times a week.

Now I have 13,000 people looking for a story–it’s the thing that brings them all together. Since the employees get to nominate themselves, they control their own enhanced self-esteem. That’s the key to paradise.

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