PERSONALITIES
to last forever . But we ’ re also dealing with a different customer – maybe a little less price sensitive .”
On top of the sales success , Gullbrants says Wynn Las Vegas service scores have actually improved by two points from 2019 . This comes after the property spent more than US $ 220 million to redo all the rooms and suites and it is just about to start on the villas . It just opened two new restaurants , three lounges , and four more restaurants are under development . High-limit areas of the casinos are going to be renovated , as well . “ We ’ re deploying capital for the future , and I think it ’ s going to pay significant dividends as we come out of whatever recession we ’ re going into ,” Gullbrants says .
The hotel continues to provide luxury-level service , including butler service , proper in-room dining service and twice daily maid service . “ At some point , hoteliers need to understand they have to deliver service to command those rates and loyalty . At some point , the customer is going to push back .”
Gullbrants further states that hoteliers who continue to deliver on their brand promises , cater to their customers and deliver more can charge much more . “ We ’ re doubling down on service , cleanliness , safety , and evolving our brand and our experiences ,” he says . “ By doing so , the customer is willing to pay more . I ’ ve told our teams to figure out what more we can give the customer and charge double . Don ’ t worry about the price . Give them the best experience on the planet and there will be no competition … But if you don ’ t deliver the product and service , forget about it – you ’ re done . You ’ ll make a lot of money in the short term , and then you ’ re going to go bankrupt in the long term .”
The Aft Cocktail Deck at the Wynn Las Vegas ( Barbara Kraft )