“Only people make people happy. Onyx, marble, and hand-woven carpets and fabrics don’t make people happy. They may admire them, but people make people happy. So my whole life is worried about HR [human resources].”
Steve Wynn, Chairman and CEO of Wynn Resorts, has designed some of the most beautiful and luxurious resorts in the world. In 2016, Forbes awarded Wynn Resorts more five-star awards than any other independently owned hotel company. And yet, as he explains in this new interview, it’s really the employees that make or break the success of the hotel. Design, style, and taste are important and they help get people into the hotel, but it’s the customer experience with the employees that keeps them coming back for years and years. Steve discusses how he can walk into a restaurant and know almost instantly what caliber of restaurant it is by the way the waiters and servers interact with the customers. The importance of person-to-person relationships is a lesson we can apply to all areas of life.