Max Tappeiner on customer experience
From Inside Wynn Al Marjan Island with Max Tappeiner, President · · Wynn Al Marjan Island
“We walk through the guest journey every couple of weeks and put ourselves in the shoes of the guest—what will the guest see, hear, smell, and feel? It gives me goosebumps being in this building already and seeing the shape and character of this building shaping up.”
On , Max Tappeiner, President of Wynn Al Marjan Island at Wynn Resorts, spoke about customer experience during Inside Wynn Al Marjan Island with Max Tappeiner, President on Wynn Al Marjan Island.
About Max Tappeiner
Max Tappeiner, President of Wynn Al Marjan Island, discussed the progress of the resort at Arabian Travel Market 2025. He stated that 10,000 construction workers are on site daily, the building is adding a story each week, and it is expected to top off at over 300 meters by December. Tappeiner described the project as Wynn's first beachside resort and its tallest building, with a replica room built in Las Vegas to refine the guest experience. He said the resort's culture is "service-driven, artistry, excellence, and progressive," and that about 50% of the senior executive team came from other Wynn properties. Tappeiner projected that if the vision is realized by 2030, inbound tourism to Ras Al Khaimah will have tripled and the destination will become an international must-see. Earlier in his career, Tappeiner served as Senior Vice President of Operations at Resorts World Las Vegas and Vice President of Hotel Operations at The Venetian and Palazzo. In a 2021 interview, he described the pace of work during the pandemic as "fire, aim, fire, fire, fire, ready, fire" and predicted that leaders who grew through the crisis would emerge stronger. In a 2016 interview, he advised focusing on basics such as treating others as you want to be treated and gaining trust and respect, and noted that he took a 60% pay cut early in his career to prioritize long-term growth.