Creating Amazing Experiences

An Interview with Chris Flatt, Executive Vice President-Hotel Sales & Marketing, Wynn Las Vegas Wynn and Encore Las Vegas

EDITORS’ NOTE Chris Flatt has held has continued to reinvent itself and as How challenging is it to fi nd the talent her current post since 2002. Prior to soon as we’ve created something new, you need with all the competition in Las this, she was Vice President of Sales we immediately begin working to create Vegas? for Bellagio from 1997. the next best thing. We have a lot of experienced people who Las Vegas is a unique market and have been in the business for years. We are COMPANY BRIEF Wynn and we have the opportunity to do things focused on promoting from within, so we grow Encore Las Vegas (wynnlasvegas.com) here that can’t be done elsewhere. We our teams organically. This has been a ben- are two luxury hotel and casino re- can spend the kind of money on these efi t to us because, when we do bring people sorts on the Las Vegas Strip. The properties that, in most places, would up from within, they already understand our iconic travel destinations are op- not make sense. culture. erated by international resort devel- How broad is the customer base It’s important to fi nd people who truly care oper Wynn Resorts, recipient of more for a property like Wynn? about what our customers receive in terms of Forbes Travel Guide Five Star Awards Chris Flatt It’s defi nitely top-tier, but when our service and commitment. People who, than any other independent hotel you have a 4,700-room hotel, you also when our customers meet them, can instantly company in the world. Wynn Las Vegas opened have to attract a broad group. We have a mix of establish a feeling of trust. on April 28, 2005 and has been recognized as the business: our convention business is a big part of As our guests share what they’re looking best resort in Nevada on Condé Nast Traveler’s what we do, but we also attract a lot of leisure to achieve during their visit, we will be right “Gold List” for fi ve consecutive years. The re- travelers and those who come to enjoy our casino. alongside them, making sure that happens. We sort features 2,714 lavish guest rooms and suites, We also attract direct business through our call want to understand what their goals are and we more than 111,000 square feet of state-of-the-art center and website. want to accomplish those goals. casino space, 14 casual and fi ne dining restau- So we have a variety of customers, but all are We partner with our customers and make rants, a spa and salon, and an on-site Ferrari and looking for a luxury experience. Customers have sure that we deliver on everything they’re look- Maserati dealership and 18-hole golf course. Wynn high expectations of us. ing for. Finding people who take personal pride Las Vegas is also home to “Le Rêve – The Dream,” How important is your corporate busi- in accomplishing this is really important. an award-winning theatrical experience blending ness to the property’s success? Is diversity a key part of the culture? aerial acrobatics, provocative choreography, pow- It is our foundation – we book corporate As a company, we have always been very erful performances, and elaborate effects. Encore, business years out in many cases. At Wynn, our focused on diversity. We have quite a few an expansion of Wynn Las Vegas, opened on natural customers tend to be more corporate. We women on the executive team. There is gener- December 22, 2008. Featuring an additional 2,034 are focused on making sure that those customers ally a lot of opportunity for women and minori- all-suite accommodations, a 72,000-square-foot want to continue to be with us. Our repeat busi- ties in this industry. casino, fi ve restaurants, and a spa and salon, ness in the convention segment is very high. Are you still amazed to see what Las Encore is located adjacent to Wynn Las Vegas. What size convention do you cater to? Vegas has become? Combined, the two resorts boast four distinct We handle everything, from a small 25-per- I walk into this building every morning and nightlife and day club experiences, approximately son meeting to a large 3,000-person meeting, and I’m always amazed by all that is going on – it 283,000 square feet of meeting space, and 98,000 we pay equal attention to each of those. We have makes me very proud every time I look around square feet of retail space. an advantage between Wynn and Encore in that and see, touch, and feel everything that our cus- the two hotels connect, allowing us to connect the tomers have the opportunity to enjoy here; all What is it that makes this property so unique? meeting space, which is great for larger groups. the things we offer at Wynn leads to amazing Mr. Wynn, the brand itself, and our having We also have different levels of meeting room experiences. the opportunity to build the types of buildings we products that we can provide our attendees from There is so much to do in Las Vegas that have provides an experience for our guests that a standard room up to the board or CEO level. you can’t see, do, or experience in any other is beyond what anyone else has been able to do. From product to service, the people that city, and it’s only growing. We have weathered I have been with Mr. Wynn for 28 years. I work here take pride in their jobs and in making the recession and business is back. We’re all had the opportunity to get in on the ground fl oor sure every guest has a perfect experience. seemingly doing well and, based on the new and to build and open properties along the way. How closely do you coordinate the busi- projects coming into the city, it’s going to A lot of time and effort goes into studying each ness of the two properties? be great for Las Vegas. property from the guest perspective. This attention When it comes to how we connect our two In the early days, could you have imag- to detail is what sets us apart. properties, we operate as one. The employees ined you would have spent your career Is it tough to differentiate in the Las here are attuned to everything that goes on in our here? Vegas market and is it essential to have a building, from Mr. Wynn to our President to the Once I began to work with Mr. Wynn, and strong brand name? line-level employees that are caring for our guests. to understand our company and culture, I real- Having the Wynn name on the building is a When you deal with these large buildings, ized I could never go anywhere else and, as key differentiator. We built many of the proper- it takes a lot of effort and coordination to make a result, I have had the chance to be a part of ties that we compete against now. Las Vegas things happen fl awlessly. some of the amazing things we have done.• 128 LEADERS POSTED WITH PERMISSION. COPYRIGHT © 2015 LEADERS MAGAZINE, INC. VOLUME 38, NUMBER 1