Determined leaders don’t just build great things — they build people who feel great about their work. 🚀

Getting good at anything is hard. Getting great takes a lot more practice. And at Mirage Resorts, we had years of practice — the kind that ultimately led to Bellagio and Beau Rivage.

From our earliest days at the Golden Nugget, Steve Wynn operated with a growth mindset. That mindset created opportunity for everyone. Employees had room to develop, stretch, and advance. Those of us involved in development were constantly experimenting — new strategies, new products, new ways to elevate performance, create WOW moments, and refine the guest experience.

That determination led directly to Bellagio in Las Vegas and Beau Rivage in Biloxi. Both set new standards in their markets. Bellagio’s fountains, its extraordinary atrium, and the Chihuly glass ceiling became instant icons. Beau Rivage brought magnolia trees, marinas, and Gulf‑coast elegance to a new level. Everything we had learned — every improvement, every innovation, every lesson — was poured into those two resorts. Guests responded. Employee promotions surged. Service stars were awarded. Pride was everywhere.

Even now, when I run into people who worked on those projects, they still talk about how professionally fulfilling those years were — how it felt like the pinnacle of their careers. When people remember their work that way, you know the effort was worth it. Determination isn’t just about achieving great things. It’s about helping people feel great about what they contributed. About being undeniable. That’s the foundation of engagement, loyalty, and pride.

Whether your team is big or small, the principle is the same: create opportunities that challenge people, grow their skills, and make their work meaningful. Determination becomes contagious when people feel their contributions matter. Where success can’t be denied.

Give your team work they can be proud of — today.

 

Ralph Duren May (1972 – 2017): American stand-up comedian and actor, known for his extensive touring and comedy specials on multiple media platforms.

Great Teams Cross the Line on Purpose ⚡

Boldness isn’t recklessness. It’s the willingness to take well‑considered chances for what you believe in. That’s what we learned from Steve Wynn, and it shaped how we worked, led, and served.

Our Mission Statement — Keep the Promise — demanded bold thinking. Each property had a “volcano‑like” spectacle, but the real challenge was creating design and service elements inside the building that matched that same sense of wonder. Treasure Island had its battling pirate ships. Bellagio had its dancing water. But the true magic came from employees who boldly looked for ways to keep their part of the promise.

·       When Front Desk employees realized their form bins forced them to turn their backs on guests, they redesigned the area immediately to eliminate that service misstep.

·    When welcome scripts proved too long and unnatural, employees at the Front Desk, Room Reservations, PBX, and table games shortened them to something warm, quick, and authentic. Mr. and Mrs. Wynn — who had approved the original scripts — loved the changes because they improved the guest experience.

·       Even HR got bold. When they saw employees hesitating to enter our offices to ask questions, they asked Engineering to cut a service window directly into the back‑of‑house hallway so employees could get help easily and comfortably.

These changes happened within the first 45 days — and they sparked a wave of bold thinking across departments. People saw that when something obviously needed fixing, they didn’t have to wait. They could act.

Boldness is how teams in any company can keep the promise — to their guests, to their company, and to each other. By just doing what needs to be done.

That’s the heart of being bold: seeing a better way and stepping toward it. Not someday. Not after a meeting. Today.

Shonda Rhimes (born 1970): American television producer (Grey’s Anatomy) and screenwriter, and founder of the production company Shondaland, becoming the first African American woman to create three television dramas that have achieved the 100-episode milestone.

Being your best isn’t a slogan — it’s a system 🎯

Oprah’s quote defined the first year of The Mirage. The relentless pursuit of excellence carried us through design and construction, but the real test came after opening night: could we be our best every day, for every guest, from day one forward?

We believed the building would impress people who had only seen the volcano and palm trees from the street. But we believed even more strongly that it would be the employees — their skill, confidence, and service — that would make guests return. That meant 6,000 new employees had to be sharp, prepared, and ready to deliver extraordinary experiences immediately.

Training became the foundation.

·       We couldn’t rely on “buddy systems” or experienced employees. There were none. So we selected the best in each job and gave them extensive train‑the‑trainer preparation so they could bring new employees quickly up to standard.

·       We didn’t settle for generic training materials. We created instructional manuals for all 650 positions, outlining the top ten tasks, why they mattered, and how to perform each one to the satisfaction of their trainers.

·       We didn’t throw people into large groups. Employees were divided into teams of twenty, each with a trainer who would become their teacher, coach, mentor, and supervisor.

·       And we didn’t limit training to individual roles. Employees learned the jobs of those they interacted with so they could understand the full guest journey and their part in making it exceptional.

This was how we ensured employees could meet — and exceed — guest expectations from every angle. It was how we gave them the confidence to deliver the best resort experience possible, starting that day and every day thereafter.

Being your best isn’t a slogan. It’s a system. It’s preparation. It’s intention. And it starts with great training — today.

Oprah Winfrey (born 1954): American talk show host, television producer, actress, author, and media proprietor, often ranked as the most influential woman in the world.

Grit Is the Real Competitive Advantage 🚀

Margaret Mead understood – today’s quote is the essence of being relentless — the unyielding, persistent pursuit of excellence. Not aggression. Not burnout. But a clear vision, unwavering focus, and the grit to keep going when others stop.

I learned this firsthand in the jet stream of Steve Wynn’s relentless pursuit of excellence. Long before The Mirage opened, he saw what Mirage Resorts could become — a game‑changing force in design, operations, and service. The design phase alone took four years of obsessive attention to detail. And as the plans took shape, he led us with the kind of determination that pushed past every naysayer and every obstacle.

So many elements had no blueprint. We had to invent our way forward.

• No one had ever built a working volcano. Water, steam, and fire don’t naturally cooperate — but our engineers persisted until it became an icon.

• No one had ever turned over 3,000 rooms in a single day. Yet the drive for extraordinary service led to innovations like an airport‑style baggage system and a mesmerizing fish tank behind the front desk.

• No one had ever relocated and replanted 3,200 palm trees. A horticultural team — led by a former San Diego Wild Animal Park leader — lost fewer than 20.

• No one had ever hired, trained, and started 6,000 employees on the same day. More than 300 trainers taught simultaneously in 300 temporary classrooms.

• And then came the Siegfried & Roy theater, the white tiger habitat, the dolphin facility — each a first, each requiring relentless effort.

The list of other firsts could fill a book. But the greatest first was assembling a world‑class team that believed in the vision and worked tirelessly to make it real.

Every day, everywhere, new “firsts” happen — big and small. They look effortless only because someone was relentless behind the scenes. That’s the real value of hard work learned by working hard.

Lead your team with that same relentless spirit today.

Margaret Mead (1901 – 1978): American cultural anthropologist, author, and speaker, who appeared frequently in the mass media during the mid-twentieth century.

Authenticity is the starting point of being extraordinary 🎯

Sometimes the path to being extraordinary begins with something deceptively simple: accepting who you are. Authenticity isn’t about perfection. It’s about alignment — living in a way that reflects your true self, your values, and your beliefs rather than performing to please others.

Being authentic starts with self-awareness. You have to understand what you stand for, what you believe, and what you feel. It also requires openness — the willingness to embrace your imperfections and speak honestly rather than hiding behind a polished version of yourself. Integrity matters too: acting consistently with your beliefs, even when it’s uncomfortable or unpopular. And authenticity asks you to let go of the need for approval, to stop chasing expectations that were never realistic to begin with.

But authenticity isn’t a one-way street. When others are doing their own self-examination, their own truth-telling, their own alignment work, they deserve the same awareness, kindness, and non‑judgment you expect for yourself. Their authenticity is about them, not you. When everyone is allowed to bring their real selves to the work, the team becomes stronger, more resilient, and more capable of doing extraordinary things.

Some “old timers” may dismiss this as oversharing or unnecessary. But this is simply another form of team building — learning how to work together more effectively, support each other, and give the team the best chance to do great work. It takes effort from everyone involved, and especially from leaders who promote more listening, more openness, and more honest dialogue.

That’s why authenticity matters so much to personal and organizational success today.

George Raymond Richard Martin (born 1948): American author, television writer, and television producer.[1]

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[1] Best known as the author of the epic fantasy novel series A Song of Ice and Fire, which was adapted by HBO into the Primetime Emmy Award–winning television series Game of Thrones.

 

Leadership Isn’t About Credit — It’s About Character🏛️

I’ve enjoyed using quotes from five American presidents this week — words of wisdom from leaders who understood the weight of responsibility and the privilege of service. Today’s quote, paired with Truman’s famous reminder that “the buck stops here,” tells us nearly everything we need to know about managing people.

·       Taking personal responsibility when things go wrong is the kind of integrity that fuels teamwork and trust.

·       Giving credit freely and generously allows others to grow in the glow of success.

From the earliest days of the American republic, strong and unselfish leaders have endured hardship, made difficult choices, and stood for what was right — not for personal gain, but for the greater good. Their words and deeds remind us what principled leadership looks like, and what it does not.

Strong, effective leadership never goes out of style. In public service or in business, it’s what makes people proud to belong. Pride fuels engagement, and engagement fuels excellence. I’ve worked in an organization where employees at every level were proud to say where they worked — and the energy that created was motivating, inspiring, and transformative. That’s when great things happen.

If your hands are on the wheel of the bus, make it your purpose to develop leaders by title and role models by choice — people who are proud of what they do and inspire others to feel the same. Make that your responsibility and give others the credit for making it happen today.

Harry S. Truman (1884 – 1972): American politician who was the 33rd president of the United States; he implemented the Marshall Plan in the aftermath of World War II and established both the Truman Doctrine and NATO to contain the expansion of Soviet communism. 

Know What You Don’t Know 📚 And Grow 🚀

Early in my career, I learned the value of knowing what you don’t know. That simple awareness keeps you humble, curious, open to delegation, and honest about your own development. It reinforces the truth that two heads really are better than one — and people respect leaders who admit it.

·       It’s humbling to recognize your limits. It keeps you from speaking just to speak and allows others with deeper expertise to shine.

·       It fuels curiosity. When you see the gaps, you naturally want to fill them — and that’s how careers grow.

·       It encourages delegation. When everyone contributes their strengths, the whole team moves forward.

·       And it keeps you focused on what’s still out there to learn — the fuel of long‑term growth.

This applies everywhere, but especially at work. Collaboration blends backgrounds, experiences, and expertise into something no one person could produce alone.

The Mirage opening was a lesson in admitting what we didn’t know so that we could discover what we needed to know. It was humbling to do that on such a large stage. But it was the only way we could grow enough to succeed. Supported by our leaders. Supported by each other.

As a participant, choose the role that lets your strengths shine without exposing your weaknesses — and learn as you go.

As a leader, orchestrate your team: understanding each person’s knowledge, skills, and abilities so the group performs at its best.

Sports coaches know they need strength at every position, not duplication. Managing people is no different. The goal is to put the right pieces together, so the team performs at its highest level today.

Woodrow Wilson (1856 – 1924): American politician and the 28th president of the United States, serving from 1913 to 1921.