The first thing he told them was that the Mirage would never be about the building, but about the employees and their commitment to the promise of excellence. When Steve Wynn started assembling the Mirage team, he included a mix of people who had worked for him in Las Vegas and Atlantic City: Bobby Baldwin was tapped to be president, Doug Pool to be CFO, and Arte Nathan was in charge of human resources. The latter dining experience, rarely memorable, fueled a caustic employee culture at many properties that negatively affected customer service. It was common practice for managers, supervisors and exempt (non-union) employees to take their meals in the casino buffet or coffee shop, while unionized employees ate their meals in the employee dining room, often called “the Helps Hall.” Policies at some casinos encouraged segregation between union members and managers. Five years after a bitter 1984 citywide strike, relations between management and employees remained divisive. In the mid-1980s, with casino gambling available in Atlantic City, tourism growth into Las Vegas slowed. To understand how the Mirage changed the gaming industry, it’s important to appreciate what Las Vegas was like before the Mirage. In fact, the Mirage was the casino that changed everything. It challenged operators to seek a broader mix of gaming and non-gaming customers. It changed how developers approach casino development and how customers see casinos as vacation experiences. The Mirage changed the face of casino design, elevated dining and entertainment to new levels, and created a new paradigm in service and employee relations. The master-planned property changed how people view casinos and how casino operators view their businesses. Thirty-one years ago, the Mirage ushered in the era of the integrated casino resort. Yet each has a lineage to one property: the Mirage Casino Resort in Las Vegas. jurisdictions, Singapore and in Macau are each unique in design, theme and mix of amenities. The integrated casino resorts that can be found in Las Vegas, most other U.S.
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