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.
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