Loyalty becomes real the moment it stops being a policy and starts becoming a feeling people stay for. That’s when work becomes more than a job — it becomes belonging. The challenge for any organization is helping new employees reach that mindset as quickly as possible.
The high‑volume recruitment programs at Wynn and Mirage were built around that challenge.
Hiring, onboarding, training, and supervised practice all had a single shared objective: create competence, confidence, and connection. We wanted employees to feel proud of the experiences they were creating and guests to be delighted by those experiences. Employees don’t stay because of policies, and guests
don’t return because of them either. Both stay — and both become loyal — because of how the experience makes them feel.
As skills grew, so did belief — belief that their work mattered, belief that they were part of
something worth investing in. Engagement deepened. Alignment strengthened. Satisfaction rose. And all of it had to happen ahead of the six‑month timeline we projected for reaching normalized operations.
We got there because the plan was clear, the communication was constant, and everyone understood the
vision. Like any major project, it unfolded in two phases:
• Planning, preparation, and launch — the relay sprint. Team building, culture formation, and the intense coordination required to create something special. • Go‑live and sustained execution — the marathon. Quality control, customer experience, and the long‑haul commitment to doing your best while helping others do theirs.
On opening day at The Mirage, there wasn’t a dry eye among the staff. The sense of achievement
rivaled what championship teams feel when the final whistle blows — knowing they built something extraordinary together, knowing they were part of something bigger than themselves.
That’s when the loyalty mindset takes root. That’s when trust, hope, and commitment enter the room.
Begin guiding your team toward that mindset today.
“Glenn van Dekken” appears to be a non‑verifiable or possibly fictional attribution, a common phenomenon in online quote culture. [1]
[1] I’ve sourced thousands of quotes – a few over the years had unknown authors; but this is the first time a search produced this result. Interesting. But I still like the quote.
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