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Guest Service Representative.

During a routine check-in, Danya Morello, one of our Wynn Las Vegas Guest Service Representatives, invited the next guest waiting in line to be assisted. When the guest approached her desk, she handed her cell phone over to Danya. The phone screen displayed a typed message in the Notes app that informed Danya the guest was hearing impaired.

Danya read the note and then surprised the guest by asking, using American Sign Language, if they were able to communicate via sign language. Indeed, they were!

The guest was so relieved someone was able to sign with her while sorting out the details of her stay. The guest added how communicating through messages in the Notes app can often lead to misinterpretation. .

Throughout the interaction, Danya signed with the guest to ensure everything went smoothly through her stay. Danya quickly completed the check-in process, paying special attention to the request for hot water to be sent to the guest’s room each evening. She also took a moment to speak to several hotel managers about the guest and her accessibility needs to make sure she had a comfortable rest of her stay.

Danya exemplified Our Value of being Service Driven. Well done!

Golf Operations Supervisor

“We have a pulse!” yelled one of the many staff assisting in a rescue on the 15th green of the Wynn Golf Club.

It had been a beautiful, sunny September day on the course, when one guest suffered a heart attack while playing. Caddie Mitch DeKruif, who is also a trained EMT, was with the group on hole 14 when he saw the man ahead of him fall to the ground. Instinctively, he sprinted up to where the man laid the ground, motionless.

The man’s caddie, Nate Bidwell, already had an emergency response moving along: He had ensured both 911 and his Supervisor, Darrin Euler, were notified of the situation. Thankfully, one of the guests in the group informed everyone on the scene that he was a doctor, and he began administering CPR. Mitch and Nate took turns assisting with CPR and chest compressions for the next 20 minutes.

During that 20-minute period, Nate took charge of staying in constant communication with Darrin and our Security team until both could make it to the scene with an AED (automated external defibrillator). Once there, Darrin acted as traffic control, communicating with all parties, including 911. Together, this group gave the man the best chance possible at survival.

Once the ambulance arrived, the man was breathing again. A fellow golfer in his group remarked, “He likely wouldn’t have made it if he had been anywhere else except Wynn. You all did an extraordinary job.”

We are so grateful to have a team that cares about the safety and wellbeing of our guests. A special thank you to Mitch, Nate, Darrin, the Security team, and everyone else who was involved in this life-saving effort.

Security K9 Senior Manager

Mr. G. waited patiently in line at the Wynn Concierge Desk. When it was his turn to speak with a member of our team, he was very excited to explain an idea he had and see if our employees could help it come to fruition. He told Concierge Daniel Munua that his wife, during their stay, had fallen in love with our team’s K9, Max, and she even purchased the stuffed animal of him from The Drugstore. The next day was her birthday, and he asked if it was possible to get her a photo with Max as a surprise! Thinking it was a great idea and knowing it would make our guests happy, Daniel said he would reach out to the K9 team and let Mr. G. know the answer as soon as he had one.

Daniel and Security K9 Senior Manager Ryan Millbern were able to arrange a photo with Mrs. G. and Max the very next day—but that was not all! Ryan offered even more ideas on how to exceed our guests’ expectations. He had Daniel reach out to Max’s trainer and come up with a plan for a special meet-and-greet outside of the Encore Theater! All working together, the team not only had Mrs. G. meet her favorite K9, Max, but she was also introduced to another pup, Rocky! After greetings, hugs, and endless dog scratches were doled out, the team gave the guests Wynn K9 Unit posters and K9 baseball cards to take home with them!

It is always amazing when our employees go above and beyond to make a guest’s stay special and memorable. Thank you to Daniel, Ryan, our K9 handlers, and, of course, our K9s, for helping make Mrs. G.’s birthday special. This is what Our Value to be Service-Driven is all about!

Hair Stylist

During her stay at Wynn Las Vegas, a guest was so happy with her experience—specifically at our Salon—she wrote the following note: “I find myself compelled to write this, so I hope it makes its way to the very top of your organization. As a little background for you, I am a recent breast cancer survivor. After having a bi-lateral mastectomy last February, followed by chemotherapy and radiation, I was left reeling from the loss of my femininity; a big part of this was losing all of my hair. My blonde hair has come back slowly...but it’s very different. Having had no luck at local salons getting my “look” back, I decided to treat myself to time at your salon while here in Vegas. Let me say, Saioa Guisasola, my stylist was absolutely amazing! She was so knowledgeable about how to deal with my particular situation and really took the time to understand what I wanted. She then did a beautiful job with my hair. When she finished, I looked at a reflection that, for the first time in nearly a year, resembled me! I cried happy tears to see myself coming back, after this long and difficult journey. It may not mean much to most people, but to me, this day at the salon was like a phoenix rising from the ashes (if I may be a bit dramatic!). I wanted to let the team at Wynn know Saioa made this woman feel beautiful again. Thank you for employing good and talented people.”

Saioa demonstrated an Artistry that you can’t get just anywhere! Notes like this one are the reason our team members are so dedicated to doing the incredible work they do. We love to see guests leave feeling like the best version of themselves! Great job, Saioa.

VIP Lounge Ambassador

VIP Lounge Ambassador Vincent Yuzon greeted a guest walking into the lounge and offered him a drink. The guest looked up at Vincent and his eyes widened. “You’re they guy!” said the guest. “You’re the reason I’m happy!”

Vincent wasn’t quite sure what the guest could mean by that statement, at first. But, as he looked at the guest, he realized he recognized the gentleman. It all came flooding back to Vincent, and he knew exactly what the man was talking about without any further prompting from the guest...

Many years ago, this guest and a woman were both sitting in the VIP lounge, enjoying drinks. Vincent saw they were both sitting alone, so he struck up a conversation between the two of them about gaming and our resort. This got the guests talking with each other; they talked all day and ended up getting dinner together that night. The two have been together ever since, and, in 2012, they were married here at Wynn Las Vegas!

Our guest wanted to personally thank Vincent on his most recent visit, his sole reason for stopping by the lounge. “It’s not every day you run into people who have created such a memorable experience for you,” he said. “Thank you, Vincent, for helping me find true love.”

Welcome Story

Wynn employees know creating an unforgettable experience starts the instant you greet a guest. Case in point: one of our Encore Las Vegas Front Desk Representatives, Winta Jackson, knew just how to turn a routine check-in into a memorable moment!

Over the Fourth of July weekend, Winta was checking in a group of three guests who had all made a long journey internationally to Las Vegas. While checking them in, Winta began conversing with the guests and learning about their stay with us.

She learned the three guests were long-time friends who had travelled from three different countries. The group planned to enjoy a vacation at Wynn and reunite after having been apart for so long.

Winta made a point of finding out which countries the friends had travelled from. And here’s where she truly found a chance to wow the guests: She welcomed each guest in their home languages of Spanish, French, and Korean!

The guests were thrilled Winta found such a genuine and custom way to welcome them to Wynn.

Now that’s a great example of Our Value Excellence! Well done, Winta!