CAREER LADDERS: A Real Star

How does a 5-star hotel like Wynn Macau ensure that its rooms look beautiful and that the property of its guests is secure?
It recruits only the most capable, conscientious and honest people to take care of guests’ rooms. People like Sally Leong.
Four years ago, Sally was a newly hired room attendant at Wynn Macau.
She had weathered a series of economic downturns as a seamstress and maker of fashion accessories before deciding to apply at Wynn for a job with more stability.
The room attendant position at Wynn Macau turned out to be a nice fit for Sally, given her background and family responsibilities.
Having Sally has been good for the hotel, too.
Since joining Wynn Macau in 2006, Sally has been recognized several times for her outstanding service, including an Employee of the Month Award.
She was one of a select group of employees singled out by the hotel for their exemplary work. In October, she was promoted to a supervisory position in the Housekeeping Department.
Like most significant promotions, this one came with big responsibilities.
Wynn has the highest standards for guest service.
It is the only hotel in Macau to have been awarded the Forbes Travel Guide Prize for Best 5-Star Hotel three years in a row.
Consistent excellence like this would not be possible without the help of people like Sally.
Having excelled as an attendant, now as a supervisor Sally can help her staff meet the same high standards in their work and their interaction with guests.
She accomplishes this through coaching and by example.
“The company expects the workers to be fastidious about their appearance and maintain high grooming standards,” she explains.
“So I do, for example, pay careful attention to details like my hair, so that I make a good impression for our guests.”
Last spring, Wynn Macau resort opened Encore, an all-suite boutique tower, which also requires first-class room attendant performance.
Sally recognizes the demands upon her staff at Wynn Macau.


“The smallest room in Encore is more than 1,000 square feet in size.
All the beds at the Wynn tower are heavier than the ones we have at home and they have to be made up in a special way every morning.
I am well aware of how hard my colleagues work, how they pull their own weight.”
Wynn Macau’s Housekeeping Department offers various awards to its employees as incentives for being reliable and honest and for anticipating the needs of guests. Sally has received honesty awards for returning lost items to guests, a service award for guest commendation and an attendance award for perfect attendance. Sally was also recruited as an ambassador for the new Encore tower, part of Wynn Macau’s human resources community outreach initiative. “My responsibility was to travel on board the Wynn Career Express and tell the community about our experiences in working for Wynn. I felt very proud and privileged to be selected for this program.” Sally said.
Since she left school early to help support her family, Sally did not expect she would ever rise to a supervisory position at work.
Her promotion has required some changes in routine at home, with her husband and two children pitching in to help with chores while Sally gets used to her new role as supervisor.
“They’ve all been wonderful,” she says.The new position has also challenged Sally to improve her English, so that she can write fluent reports to management.
An electronic English-Chinese dictionary has become her constant companion, and she is returning to school to take additional English classes.
It’s hard work, but Sally says it’s worth it.
She feels grateful for the steady income, the comfortable work conditions, and the generous meal and medical treatment policies.
“It’s so much better than my last job,” Sally admits.
Wynn Macau and its guests are lucky to have a real star like Sally.

Want to learn about job opportunites with Wynn?
Visit http://hotels.macauhr.com/wynn

Keyword:  WYNN, Hire, Macauhr, Room Attendant, Employee