One day, Jessie was checking the on-day arrival report when she spotted a direct online booking from Mrs. Mak. “At the time, most people preferred to stay at home for safety reasons. I had a feeling that it must be a special day for Mrs. Mak to stay at Wynn, so I made some enquiries and discovered it was her husband’s birthday.”

Jessie called Mrs. Mak to confirm the reason for her special visit and, during their conversation, she found out more important information. “Mrs. Mak told me that she and her husband had first met at Wynn Las Vegas. Every year the couple return to the hotel for birthdays and special occasions. This year, their travel plans were canceled due to the pandemic, so Wynn Macau was their alternative destination.”

Realizing how much Wynn meant to the couple, Jessie arranged everything for Mrs. Mak. First, she called In Room Dining to have a birthday cake, champagne and hand-written birthday card sent to their room. She also gave Mrs. Mak instructions on how to use our Bluetooth speaker so she could play their favorite song. “I hoped the couple would have a wonderful stay at Wynn Macau and create another happy memory.”

Before they checked out, the couple thanked Jessie for her considerate service, assuring her that they continue to be impressed by Wynn’s service and will definitely return.