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MILWAUKEE STYLE.
YOU CAN SENSE IT IN THE
SURROUNDINGS.
>> HAVE A GREAT DAY.
ARE YOU ALL SET ON DIRECTIONS
THEN?
>> YES.
>> THE HUMAN EXCHANGE.
THE SOFTNESS OF THE PIANO.
AND THE SENSOUS KITCHEN AROMAS.
>> I HAVE LITTLE GIRL TO GROWS
UP IN MILWAUKEE COMES OF GETTING
MARRIED HER.
>> SYMBOL OF THE HOTEL IS A
SYMBOL OF LUXURY AND LOCAL
PRIDE.
>> THAT'S AMAZING.
EVERY DAY, 307 ROOMS PLUS THE
PUBLIC AREAS ARE CLEANED?
>> YES.
>> FOR MORE THAN 120 YEARS, THE
PFISTER HAS DEFINED THE MEANING
OF SERVICE.
>> IF IT'S MY HOUSE, THIS IS MY
LIVING ROOM, YOU ARE MY GUEST.
>> MEMBERS OF THE HOSPITALITY
STAFF REGARD IT AS AN ART, A
NOBLE CRAFT.
>> WHETHER YOU'RE A FIRST TIME
GUEST OR IF YOU'RE A RETURNING
GUEST, WE WANT YOU TO HAVE, YOU
KNOW, A WONDERFUL EXPERIENCE.
>> THE LATIN WORD, SALVE, WARM
WELCOME AND FOND FAREWELL,
GRASSIES THE HOTEL LOBBY
CEILING.
>> IT'S MAKING SURE THAT THEY
FEEL JUST AS HAPPY WHEN THEY
LEAVE HERE AS WHEN THEY GOT
HERE.
>> THROUGHOUT ITS HISTORY, THE
PFISTER HAS HOSTED A SUCCESSION
OF U.S. PRESIDENTS AND COUNTLESS
CELEBRITIES.
>> EVERYBODY WHO WAS ANYBODY,
STAYED HERE, WOODROW WILSON,
TAFT, MCKINLEY.
>> CELEBRITY OR NOT, PRIVACY IS
A PRIORITY.
>> WE DON'T COMMUNICATE WHO IS
IN THE HOUSE AND ONE THING WE
HAVE VERY SUCCESSFUL WITH IS
KEEPING THE DISCRETION.
>> LIFE AT THE PFISTER IS IN
CONSTANT RHYTHM.
ABOUT TWO MILLION GUESTS PASS
THROUGH THE LOBBY A YEAR.
ROOMS ARE CHANGES OVER, SPECIAL
EVENTS, TO HOUSEKEEPING.
>> THE RISOTTO AND THE BATTERED
CHICKEN.
>> GOURMET BANQUETS ARE PREPARED
AND SERVED UNDER LAVISH DECOR.
GUESTS ARE PAMPERED IN THE WELL
SPA SALON.
THEY FIND SERENITY IN THE STUDIO
OF ARTISTS AND RESIDENTS,
STEPHANIE.
>> MANY OF THOSE VISITORS HAVE
INTERESTING STORIES OF THEIR
OWN.
AND SHARE HEM WITH PFISTER
NARRATOR AND BLOGGER, MOLLY
SNYDER.
>> I WANT TO HEAR STORIES ABOUT
PEOPLE WHO ARE TRAVELING FROM
ALL OVER THE WORLD.
I WANT TO HEAR WHAT BRINGS THEM
TO THE PFISTER.
>> LEGEND HAS IT, ONE OF THOSE
VISITORS IS FROM THE DISTANT
PAST.
COULD IT BE THE GHOST OF HOTEL
FOUNDER CHARLES PFISTER?
SUCH IS THE DAILY LIFE AND
RHYTHM INSIDE THE PFISTER, A
MILWAUKEE HOTEL ICON.
>> THE PFISTER STORY ACTUALLY
BEGINS WITH A TRAGEDY ABOUT
ANOTHER MILWAUKEE HOTEL ICON.
THE NEWHALL HOUSE WAS REGARDED
AS ONE OF THE FINEST HOTELS IN
THE WEST.
THAT ALL ENDED WITH THE DEADLY
FIRE ON JANUARY 10, 1883.
DESPITE THE HEROICS OF
FIREFIGHTERS, AN ESTIMATED 90
LIVES WERE LOST.
MILWAUKEE WAS DEEPLY GRIEVED.
IT WAS ALSO IN NEED OF ANOTHER
GRAND HOTEL.
PFISTER CHEF PETER MORTENSEN
SAYS IT WAS FOR GOOD REASON.
BACK THEN, A CITY WAS OFTEN
JUDGED BY THE QUALITY OF ITS
HOSPITALITY.
>> IF YOU HAD A GRAND HOTEL, YOU
WEREN'T A BOON TOWN, YOU WEREN'T
A CROSSROADS, YOU WERE GOING TO
BE THERE FOR A WHILE AND SO TO
HAVE THIS GRAND HOTEL DISAPPEAR,
WAS A GREAT LOSS FOR THE CITY
AND THEY WERE NOT GOING TO
SUSTAIN THAT.
>> ENTER PROMINENT BUSINESSMAN
*** PFISTER.
PFISTER'S DEALINGS RANGED FROM
LEATHER TO RAILROADING AND
INSURANCE.
THE GOAL OF HELPING BUILD A NEW
LUXURY HOTEL BECAME HIS CIVIC
DUTY.
CIVIC LEADERS FORMED A COALITION
CALLED THE MILWAUKEE GRAND HOTEL
COMPANY.
LAND WAS ACQUIRED, BUT SOON THE
PROJECT BEGAN LOSING MOMENTUM.
*** PFISTER DIED IN 1889, BUT
HIS SONS CHARLES AND DAUGHTER
LOUISE WERE DETERMINED TO
FULFILL HIS VISION.
THEY EVEN USED FUNDS FROM THE
PFISTER ESTATE.
RENOWNED ARCHITECT, HENRY C.
COKE, TOOK CHARGE AS HE DID IN
THE DESIGN OF NUMEROUS OTHER
LANDMARKS, SUCH AS GESU CHURCH
AND MILWAUKEE CITY HALL.
ON MAY 1, 1893, THE PFISTER
HOTEL OPENED IN GRAND STYLE.
IT COST MORE THAN $1 MILLION TO
COMPLETE.
THE PFISTER WAS ELEGANT, AND
STATE OF THE ART.
>> THE PFISTER WAS A UNIQUE
HOTEL AMONG UNIQUE HOTELS.
IT WAS ONE OF THE MOST
TECHNOLOGICALLY SOPHISTICATED
HOTELS IN ITS DAY.
ONE OF THE FIRST PURPOSE BUILT
ALL ELECTRIC HOTELS.
AS ORNAMENTAL AS IT IS RIGHT
NOW, THERE WAS EVEN MORE THREE
DIMENSIONAL WORK, MORE PLASTER
WORK, AND PAPER MACHET.
VERY, VIVIFIED COLORS.
>> WHEN YOU WALK INTO THE
PFISTER, EVERYONE IS JUST BLOWN
AWAY BY THE BEAUTY OF THE LOBBY,
YOU LOOK UP, IT'S ORNATE,
BEAUTIFUL, THE ARCHITECTURE IS
WONDERFUL.
>> AND SO IT IS TODAY.
>> THE PFISTER HOTEL, OF COURSE,
JUST THE CROWN JEWEL OF BEAUTY
IN DOWNTOWN MILWAUKEE.
>> TECHNICALLY, THE DOMINANT
BEAUTY IS DEFINED AS RICHARDSON
AN, ROMAN ROMANESQUE
REVIVAL.
IN REALITY, THE PFISTER'S FLESH
AN BONE DEFY DEFINITION.
THE YOU JUST TAKE IT ALL IN.
WHETHER STIRRING UP WITH THE
HEAVENLY LOBBY CEILING, THE
STATELY COLUMNS AND CHANDELIERS
AND THE RIO DE JANEIRO, OR THE
GRACEFUL VICTORIAN DESIGNS OF
THE IMPERIAL BALLROOM.
BUT THE PFISTER HOTEL HASN'T
ALWAYS HAD A GLAMOROUS LIFE.
IN 1962, ANOTHER PROMINENT
BUSINESSMAN SAVED IT FROM A
POTENTIAL WRECKING BALL.
HIS NAME WAS BEN MARCUS.
MARCUS RESTORED THE NIGHS
TERRITORIAL DISPUTES TO ITS
FORMER --
>> MARCUS RESTORED THE PFISTER
TO ITS FORMER GLORY.
>> AND TO THAT END, IMMEDIATELY,
AS SOON AS THEY COMPLETED
PURCHASE OF THE ORIGINAL HOTEL,
THEY BEGAN PLANS TO EXPAND AND
ENLARGE THE PROPERTY, TO MAKE
IT, TO MAKE IT REALLY A DYNAMIC
CENTER FOR THE CITY.
>> HISTORICAL INTEGRITY,
TRADITION, AND CONTEMPORARY
HOSPITALITY STILL COMBINE TO
CELEBRATE A COMMUNITY TREASURE.
>> YOU KNOW THE LOGO ON YOUR
CHEST READS THE PFISTER
EXECUTIVE CHEF.
WHAT DOES THAT MEAN TO YOU?
>> IT'S HUMBLING.
I'M PASSIONATE ABOUT WHERE --
THE OFFICE THAT I HOLD HAS BEEN
THE EXECUTIVE CHEF OFFICE FOR
120 YEARS, AND EVERY SINGLE DAY
WE REMIND OURSELVES OF THOSE WHO
CAME BEFORE US.
THE GREAT TRADITIONS OF THIS
HOTEL, AND WE EXPECT GREATNESS
OUT OF EACH OTHER TO LIVE UP TO
THOSE EXPECTATIONS.
I'M HONORED TO BE -- TO HAVE THE
CHAIR THAT I SIT IN, TO WORK IN
THE HOTEL THAT I DO.
>> WELL, WE LIKE TO EXCEED
EXPECTATIONS ON A REGULAR BASIS,
BUT THAT'S NOT ALWAYS POSSIBLE.
IT'S MAKING SOMEONE'S ORDINARY
DAY EXTRAORDINARY.
>> FOR HOUSEKEEPING DIRECTOR
ANNIE FANG, THAT OFTEN MEANS
PUTTING HER STAFF THROUGH A
WHITE GLOVE INSPECTION.
>> THEY SEE ME, THEY START
SCREAMING, BECAUSE WE ARE THE
PFISTER.
>> ARE YOU A TOUGH SUPERVISOR?
>> I USUALLY WILL TAKE A
SUPERVISOR WITH ME, SO THEY CAN
SEE WHAT I EXPECT.
>> THE SPIRIT AND VISION OF THE
PFISTER FAMILY IS ALIVE AND WELL
AT JEFFERSON AND WISCONSIN.
SOME PEOPLE BELIEVE THAT SPIRIT
IS PRESENT IN A MORE LITERAL
SENSE.
MAJOR LEAGUE BASEBALL PLAYERS,
NOTORIOUS FOR BEING
SUPERSTITIOUS ABOUT THEIR
PROFESSION HAVE CONTRIBUTED
RICHLY TO THE HAUNTED THEORY.
BRICE HARPER OF THE NATIONALS,
TALKS ABOUT WAKING UP AND
NOTICING HIS CLOTHES ON A TABLE
HAD BEEN REARRANGED IN HIS ROOM.
MICHAEL YOUNG OF THE PHILLIES
SAYS AFTER MAKING PEACE WITH AN
UNKNOWN PRESENCE, HE FINALLY
STOPPED HEARING FOOTSTEPS IN HIS
ROOM.
IN TRUTH, THE LEGEND OF CHARLES
PFISTER'S GHOST STEMS FROM A
HALLOWEEN NEWS RELEASE, WHEN
PETER MORTENSEN SUGGESTED THE
POSSIBILITY, HE DIDN'T EXPECT IT
WOULD BE TAKEN SO SERIOUSLY.
>> WHAT I CAME UP WITH IN THE
PRESS RELEASE, WAS THE IDEA THAT
ANY TIME ANYTHING WENT WRONG IN
THE HOTEL, YOU KNOW, SOMEBODY
SLAMMED A DOOR, SOMEBODY KNOCKED
OVER A TRAY OF GLASSES,
SOMEBODY'S VACUUM CLEANER WAS
MISSING, THEY WOULD SAY, WELL,
MUST HAVE BEEN THE GHOST OF
CHARLES PFISTER.
>> OVER THE YEARS, THE PLAYFUL
THOUGHT HAS TAKEN ON A LIFE OF
ITS OWN.
AND PFISTER STAFFERS OFTEN
REASSURE GUESTS WITH A WINK AND
A NOD, THERE'S NOTHING TO FEAR.
>> THAT'S A BIG THING WE'RE
FIRST KIND OF GUESSING, YOU
KNOW --
>> WHAT DO YOU TELL THEM?
>> I TELL THEM I'VE BEEN HERE
GOING ON SEVEN YEARS, ALL
DIFFERENT HOURS OF THE NIGHT AND
DAY AND I HAVEN'T SEEN ANYTHING
OUT OF THE ORDINARY.
IF YOU SEE ANYTHING TONIGHT,
PLEASE LET ME KNOW.
>> ABSOLUTELY.
ABSOLUTELY.
>>
>> HOW ARE YOU DOING TODAY?
>> I'M DOING GREAT.
>> ARE YOU TAKING GOOD CARE OF
OUR GUESTS TODAY?
>> OF COURSE.
>> ANYTHING SPECIAL TODAY THAT I
NEED TO KNOW.
>> OMAR IS MAKING HIS DAILY
ROUNDS AT THE PFISTER.
>> OK.
OK.
GREAT.
THE.
>> AS DIRECTOR OF HOTEL
OPERATIONS, HE'S CONSTANTLY ON
THE MOVE.
IT'S HIS JOB TO VIEW THE PLACE
AS IF HE WERE CHECKING IN
HIMSELF.
>> YOU HAVE TO PUT ON LENSES
AGAIN.
SOMETIMES WE MIGHT BE TOO MUCH
IN A HURRY, MISS A LOT OF THINGS
THAT ARE RELEVANT AND IMPORTANT
TO OUR GUESTS, AND THAT COULD BE
A PLACEMENT OF PENS AT THE DESK,
THE PLACEMENT OF TOWELS, SO YOU
HAVE TO WALK INTO THE SHOWER AND
STEP OUT OF THE SHOWER AND GRAB
A TOWEL TODAY AND SEE WHAT A
GUEST IS EXPERIENCING.
>> IT'S ALL PART OF THE HOTEL
ICON'S DEFINITION OF LUXURY
SERVICE.
ANTICIPATING AND EXCEEDING THE
NEEDS OF A GUEST ARE KEY.
>> IT'S NOT JUST HOW CAN I MAKE
THE EXPERIENCE HERE AT THE HOTEL
BETTER.
HOW CAN I MAKE THE EXPERIENCE
HERE IN MILWAUKEE BETTER, YOU
KNOW.
>> THAT'S TRUE.
WHETHER WORKING THE FRONT
DOOR --
>> HOW IS LUNCH?
>> IT WAS AWESOME.
>> HAVE A GREAT DAY.
>> IT RANGES FROM HELPING
CHECK-INS OUT OF A CAB, HELPING
WITH THEIR BAGGAGE AND VALETING
VEHICLES, TAKING LUGGAGE OUT OF
THE VEHICLE, PASSING OFF TO THE
BELLMAN INSIDE.
>> PREPARING BANQUET LUNCHEONS.
>> WHAT'S GOING ON AROUND YOU.
>> THE OLD PHRASE, SOUP TO NUTS.
WE HAVE ONE DOING A HOT PLATED
LUNCH.
OUR PASTRY SHOP GETS INVOLVED IN
FINISHING THE DESSERTS AS THEY
GO OUT, SO IT'S A COOL
ORCHESTRATED THING.
>> SERVING THE DINING ROOM --
>> AS I'M WALKING AROUND THE
ROOM AS A SERVER, I'M LOOKING AT
YOUR TABLE, BUT I'M SEEING
SOMEONE OVER IN THE CORNER OF MY
EYE START TO LOOK IMPATIENT,
MAKING SURE THAT WE WALK UP TO
THAT CUSTOMER AND SAY CAN I GET
SOMETHING FOR YOU.
IT MIGHT BE THAT THEIR WATER
GLASS IS EMPTY OR THEIR STEAK
ISN'T DONE THE WAY THEY LIKE IT,
BUT BEING ABLE TO ANTICIPATE
THOSE GUEST'S NEEDS IS WHAT SETS
US APART FROM THE COMPETITION.
>> OR CLEANING A SUITE, FROM TOP
TO BOTTOM.
>> I'M PRETTY GOOD AT CLEANING
HOUSE, BUT I'M NOT THIS GOOD.
VETERAN HOUSEKEEPER CLAUDIA
VASQUEZ DOES HER JOB WITH A
SKILL OF AN ATHLETE.
ITS ULTIMATE MULTITASKING.
THE IN JUST OVER 30 MINUTES, THE
TWO ROOM SUITE IS SPARKLING, AS
IF NO ONE HAS EVER STAYED HERE
BEFORE.
>> WHEN ONE OF YOUR HOUSE
KEEPERS ENTERS THE GUEST ROOM,
WHAT IS HE OR SHE LOOKING AT AND
WHAT IS THE STARTING POINT AND
WHAT ARE THEY TRYING TO
ACCOMPLISH?
>> THEY HAVE TO STRIP THE ROOM,
TAKE ALL THE GARBAGE OUT, START
MAKING THE BEDS, CLEAN
BATHROOMS.
AND WE DUST FROM THE TOP TO THE
BOTTOM.
AND LAST THING IS WE VACUUM.
>> THAT'S NOT TO MENTION.
THE APOLE OF PERSONAL AMENITIES,
LIKE THE PFISTER'S FULL SERVICE
SPA AND SALON.
>> HEY, A LITTLE PAMPERING NEVER
HURT ANYONE.
>> WE HAVE HEATED FLOORS, HEATED
MIRRORS, HEATED ROBES, YOUR OWN
IPOD HOOKUP, CHOICE OF
SATELLITE, CHOICE OF AROMA
THERAPY, AN YOUR OWN CHOICE OF
TEMPERATURE FOR BOTH THE ROOM
AND THE BED.
YOU KNOW, IF YOU'RE FEELING LIKE
YOU'RE HAVING A HORRIBLE DAY OR
A HORRIBLE WEEK, AND MAYBE
INTERNALLY YOU'RE NOT FEELING SO
GOOD, YOU COULD COME IN AND GET
YOUR NAILS DONE OR COME IN AND
GET A MASSAGE AND YOU WILL LEAVE
HERE FEELING REALLY GOOD.
>> THE DAILY RHYTHM INSIDE THE
PFISTER HOTEL NEVER CEASES.
THAT'S ESPECIALLY TRUE WHEN IT
COMES TO SPECIAL EVENTS.
IT'S A CONTINUOUS EFFORT OF
STAGING A ROOM, TEARING IT DOWN,
ONLY TO START THE PROCESS ALL
OVER AGAIN.
THE.
>> WE'VE GONE THROUGH THE PART
OF THE SETUP IN THE EVENING AND
NOW WE'RE WORKING TOWARDS THE
WEIGHT STAFF IS WORKING ON
SETTING UP THE DINING ROOM FOR
THE ARRIVAL OF THE GUESTS, WHICH
THEY'RE ABOUT AN HOUR AWAY FROM.
>> SOME CLIENTS HAVE HAD THEIR 6
OR BUSINESS GATHERINGS AT THE
PFISTER FOR 30 YEARS.
THAT PUTS PRESSURE ON THE HOTEL
STAFF TO KEEP COMING UP WITH
FRESH IDEAS.
>> WE'RE ALWAYS HAVING TO CHANGE
OUR TACTICS ON SERVICE, FOOD
PRESENTATION, THE SETUP OF THE
EVENTS, THE COLORS THAT WE'RE
USING, THINGS LIKE THAT.
>> THE RIO DE JANEIRO IS ONE OF
THE MORE ORNATE DINING ROOMS IN
THE PFISTER.
IT'S ALSO ONE OF THE MOST
VERSATILE.
>> WE CAN DO ANYTHING FROM
MEETINGS IN THIS ROOM, TO
RECEPTIONS, STANDING STYLE FOOD
AND BEVERAGE, TO WEDDING
RECEPTIONS.
SO.
>> THE ROUGE DINING ROOM IS
HOSTING A SPECIAL EVENT FOR THE
MARCUS CORPORATION ITSELF.
OBVIOUSLY, PFISTER STAFF WANT TO
MAKE A STRONG IMPRESSION.
>> IN ABOUT AN HOUR, WE WILL
HAVE 60 OF OUR COLLEAGUES COMING
OVER FROM OUR CORPORATE OFFICE
TO ENJOY A SPECIAL LUNCH AS AN
APPRECIATION FOR ALL THEY DO FOR
US ON A DAILY BASIS, SO BECAUSE
IT IS A SPECIAL OCCASION, WE'RE
REALLY TAKING IT TO THE NEXT
LEVEL BY LYNNENS AND HAVING A
VIDEO MADE AND OUR STAFF IS
GOING TO MAKE SURE EVERYTHING IS
SET PERFECT FOR THEM.
>> AT THIS LEVEL OF THE
PROFESSIONAL SERVICE INDUSTRY,
PERFECTION IS THE GOAL, BUT
MOTIVATION COMES FROM THE HEART.
>> IT'S SOMETHING I THINK THAT'S
INNATE IN PEOPLE, YOU EITHER
HAVE IT OR YOU DON'T.
I THINK YOU CAN TRAIN SOMEONE TO
DO THE JOB, BUT TRAIN SOMEONE TO
BE A SERVICE PROFESSIONAL AND
REALLY HAVE THAT IN THEIR HEART
IS DIFFICULT TO DO.
IT HAS TO BE SOMETHING WITHIN
YOU.
>> NOTHING IS LEFT TO CHANCE.
THE PFISTER'S STAFF WORKS AS A
TEAM, IT PLANS, COMMUNICATES,
AND EVALUATES ITS DAILY
PERFORMANCE.
>> WE DISCUSSED THOSE EVERY DAY
IN THE MORNING MEETINGS, AND
DISCUSS WHAT'S GOING TO HAPPEN
THROUGHOUT THE DAY AND THEN WE
HAVE A MIDMORNING MEETING WHERE
WE FOLLOW UP ON THE THINGS, AND
THEN WE WRAP UP THE DAY WITH
CLOSE OUTS OF WHAT HAPPENED
DURING THE DAY, SOMETHING WENT
RIGHT OR SOMETHING WENT WRONG
AND HOW WE CORRECT IT AND HOW WE
MANAGE IT GOING FORWARD.
>> BEFORE THOSE LUNCHES ARRIVED
IN THE ROUGE, THE KITCHEN AND
DINING CREWS WERE UPDATING THEIR
RUNDOWN.
>> THE RISOTTO AND THE BATTERED
CHICKEN, ARE ALL GOING TO BE IN
THE SAME OR STAGGER IT?
>> WE'LL STAGGER IT.
>> OK.
>> WE CAN GO AT THE SAME TIME
AND AS SOON AS I SERVE THE SOUP,
I'M COMING BACK UPSTAIRS TO GET
THE CHICKEN, SO IT NEEDS TO GO
QUICK.
FOUR COURSES IN AN HOUR.
>> AND THAT RUNDOWN WOULD
ACTUALLY READ LIKE 6:12, SERVE
THE DRINKS.
>> EXACTLY.
>> 6:20, SERVE THE SALADS AND
YOU'RE EXPECTED TO KEEP TO THAT?
>> WELL, I WILL TELL YOU THAT
WELL LOVE TO BE ABLE TO KEEP TO
THAT SCHEDULE, BUT AS WE ALL
KNOW, THOSE THINGS DON'T
TYPICALLY KEEP, SO YOU KNOW, YOU
COULD BE 10 MINUTES BEHIND IN
THE JOB OF THE PERSON WHO'S
DOING THE ORCHESTRATION, IS TO
MAKE SURE THAT WE MAKE THOSE
CHANGES, AND ROLL WITH THOSE
CHANGES, WITHOUT LETTING ANYONE
IN THE AUDIENCE KNOW THAT THOSE
CHANGES WERE MADE.
>> HELLO.
>> DO YOU NEED A TAXI OR
ANYTHING, SIR?
ARE YOU GOING TO NEED THE
VEHICLE AT ALL?
>> THE TEAM APPROACH TO GREETING
A GUEST IS ESPECIALLY IMPORTANT
AT THE FRONT DOOR AND LOBBY.
>> GOOD AFTERNOON EVERYONE.
WELCOME.
>> THE TRANSITION OF SERVICE
FROM CURB TO ROOM IS A SEAMLESS
EXPERIENCE.
>> HOW DO YOU MAINTAIN EYE
CONTACT WITH, YOU KNOW, OTHER
STATIONS HERE IN THE LOBBY, SO
AS TO COORDINATE THE NEEDS OF
YOUR GUESTS?
>> IT'S ORCHESTRATED NOT CHAOS,
BUT IT JUST -- IT'S SORT OF --
IT'S A SYMPHONY THAT JUST FLOWS
AND AGAIN, AFTER, YOU KNOW, I
HAVEN'T BEEN HERE A TERRIBLY
LONG TIME, ESPECIALLY AS MUCH AS
SOME OF THE FOLKS THAT HAVE BEEN
HERE, BUT WE ALL HAVE EITHER
BEEN IF THE INDUSTRY LONG ENOUGH
THAT WE KIND OF KNOW WHAT CUES
TO LOOK FOR, YOU KNOW, IF I'M
HELPING SOMEONE AT THE DESK AND
I NEED A BELLMAN, IT COULD BE
SOMETHING AS SIMPLE AS JUST A
GLANCE OVER AND AN EYE
CONNECTION.
>> ONE OF OUR GOLDEN RULES AT
THE PFISTER HOTEL IS OUR 5-FOOT
DISTANCE RULE THAT WE HAVE AND
YOU TRY TO ENGAGE THE GUESTS
FROM 5 FEET AWAY TO SEE IF THEY
MAY NEED ANY TYPE OF SERVICE OR
ASSISTANCE OR SOMETHING LIKE
THAT THERE AND YOU TRY TO
KEEP -- I DON'T WANT TO SAY KEEP
YOUR HEAD ON A SWIVEL, BUT YOU
TRY TO WATCH THE PEOPLE AS
THEY'RE.
COMING AND GOING AND EVERYTHING,
TO SEE IF THEY MAY NEED
ASSISTANCE WITH THE FRONT DESK
OR ANY TYPE OF ASSISTANCE, YOU
KNOW, YOU'RE ENGAGING THAT AND
YOU'RE GETTING A CHANCE TO READ
THE INDIVIDUAL.
>> YOU'RE DANCING THIS YEAR?
>> I AM.
>> WOW, I WISH YOU ALL THE BEST.
>> AND SO GOES THE DAILY RHYTHM
OF SERVICE, AT A MILWAUKEE HOTEL
HIGH CON.
-- ICON.
♪♪
>> SO HERE I'M ON A BICYCLE, AND
I THOUGHT THE BEST WAY TO START
OFF MY PROPOSAL FOR THE HOTEL
WAS TO DO MY LIFE STORY.
>> STEPHANIE BEHRENS ILLUSTRATES
HER STORIES ON CANVAS.
MOLLY SNYDER WRITES THEM ON HER
LAPTOP.
>> I KNEW FROM THE BEGINNING,
THAT THIS IS JUST THE PERFECT
COMBINATION FOR ME, AND THAT
I -- I'M JUST SO GLAD IT WORKED
OUT.
>> EXCEPTIONAL SERVICE IS THE
MISSION OF THE PFISTER HOTEL.
A DEEP CONNECTION WITH THE ARTS,
CULTURES AND COMMUNITY IS ALSO
IMPORTANT, IT ENRICHES THAT
MISSION WITH A SENSE OF PURPOSE.
MOLLY AND STEPHANIE'S GIFTED
WORK HELPS DO JUST THAT.
FINE ART HAS ALWAYS PLAYED AN
IMPORTANT ROLE IN THE LIFE OF
THE NIGHS TERRITORIAL DISPUTES.
-- IN THE PFISTER, BOTH
PERFORMING AND VISUAL.
FROM THE EVENING INSTRUMENTALS
OF DR. JEFFREY HOLLANDER, TO THE
ELEGANT SCULPTURES AND EXTENSIVE
VICTORIAN COLLECTION.
>> I JUST THOUGHT, YOU KNOW,
THAT'S PERFECT.
THAT'S A DREAM COME TRUE.
>> STEPHANIE HAS TRAVELED A GOOD
PART OF THE WORLD TO DEVELOP HER
CRAFT.
NOW SHE'S TAKEN UP PROFESSIONAL
RESIDENCE AT THE PFISTER TO
SHARE HER DISCIPLINE WITH
OTHERS.
SHE IS THE FIFTH ARTIST IN
RESIDENCE TO DO SO.
>> THOSE EXPERIENCES KEEP COMING
UP IN MY WORK.
EVEN ONES FROM 10 YEARS AGO.
THEY'RE CONSTANTLY COMING BACK
AND, YOU KNOW, THERE'S DIFFERENT
TRIGGERS THAT WILL BRING THAT
OUT.
IT MIGHT BE A COOL BUILDING IN
MILWAUKEE THAT WILL REMIND ME OF
SOMETHING I SAW, IN YOU'RE P 0,
OR SOMETHING I -- IN EUROPE OR
SOMETHING I SAW IN BEIJING.
>> YOU INCORPORATE A LOT OF
DIFFERENT MEDIUM HERE IN TELLING
YOUR DIFFERENT STORIES AND
CREATING YOUR DIFFERENT IMAGES.
WHAT IS THAT ABOUT?
>> I START OUT HAS A PRINTS
MAKER, SO MY WORK DEFINITELY HAS
A GRAPHIC QUALITY TO IT, SO I
SEE MY WORKING BORNE OUT OF
PRINT MAKING.
LINE, BLACK LINE IS REALLY
IMPORTANT TO MY WORK, YOU KNOW,
YOU'LL SEE IT ALL COMING UP IN
ALMOST EVERY PAINT, SO I ALWAYS
SAY THAT MY WORK IS A MERGING OF
DRAFTING AND DRAWINGS AND
PAINTINGS.
>> STEPHANIE HAS SET UP SHOP
JUST OFF THE HOTEL LOBBY.
IT'S ALL PART OF THE EFFORT BY
THE PFISTER TO OFFER GUESTS A
CHANCE TO EXPERIENCE ART IN THE
MAKING.
PASSERS-BY CAN OBSERVE STEPHANIE
AT WORK THROUGH THE LARGE GLASS
WINDOW, OR STEP INSIDE THE
STUDIO FOR A CLOSER LOOK, A
CHANCE TO LEARN MORE ABOUT HER
ART AND TRAVELS.
>> IN TURN, SHE'S LEARNING MORE
ABOUT THEM.
>> GREAT WAY TO START A
CONVERSATION IS FOR PEOPLE TO
COME IN, SEE YOUR PROCESS,
ASKING QUESTIONS, START TALKING
ABOUT THE WORK AND THEN THEY
START TELLING YOU THEIR
EXPERIENCES AND ALSO YOU HAVE A
GREAT STORY, YOU START TO
DEVELOP A RELATIONSHIP WITH THIS
PERSON.
>> STEPHANIE PLANS TO ILLUSTRATE
MANY OF THEIR STORIES.
IN SO DOING, SHE'S HELPING
DOCUMENT THE PFISTER COMMUNITY,
OFTENTIMES FAR REAPING.
-- FAR REACHING.
>> WE DO GET A LOT OF
INTERNATIONAL GUESTS HERE FROM
ALL OVER THE WORLD.
>> OMAR BRINGS INTERNATIONAL
EXPERIENCE TO HIS JOB AND
APPROPRIATELY SO.
CULTURAL AWARENESS IS ESSENTIAL
TO QUALITY SERVICE.
>> YOU MIGHT HAVE A JAPANESE
CONTINGENT COMING INTO THE
PFISTER, STAYING HERE WITH US,
AND JAPANESE TRAVELER HAS
SPECIFIC NEEDS THAT NOT
NECESSARILY ALL TRAVELERS HAVE,
AND THAT IS A HEART QUEBEC FAST,
THAT IS EVERYTHING WORKING IN
THE GUEST ROOM IN A DIFFERENT
WAY, WHERE THEY HAVE A PHONE,
THINGS ARE COMMUNICATED TO THEM
EFFECTIVELY, AND THEY'RE VERY
TIME CONSCIOUSOUS TRAVELERS.
>> DESPITE ITS REPUTATION FOR
EXCELLENCE, THE PFISTER ISN'T
RESTING ON ITS LAURELS.
THE HOTEL ICON IS ACTIVELY
ENGAGING IN THE MARKETPLACE TO
MAINTAIN AND EXPAND A LOYAL
CONNECTION.
>> WE DO A LOT OF ON-LINE, OUR
WEB SITE PRESENCE IS HUGE FOR
US.
WE HAVE A GREAT BLOG THAT WE PUT
TOGETHER THAT HAS STORIES OF
PEOPLE THAT HAVE BEEN THROUGH
THE PFISTER BEFORE, FOR VARIOUS
REASONS.
>> VETERAN MILWAUKEE WRITER
MOLLY SNYDER KNOWS A GOOD STORY
WHEN SHE HEARS IT.
>> I'LL ADMIT, IT WESTBOUND
AWKWARD AT -- IT CAN BE AWKWARD
AT TIMES, BECAUSE PEOPLE ARE
SITTING DOWN, ENJOYING A MEAL,
THEY'RE HAVING A GETAWAY OR A
LONG DAY OF BUSINESS.
>> AS THE OFFICIAL PFISTER
NARRATOR OR BLOGGER, HER BEAT IS
THE HOTEL LOBBY.
THAT'S WHERE MOLLY IS ALWAYS ON
THE LOOKOUT FOR AN INTERESTING
GUEST.
>> I HAVE DEEP INTUITION IN
TERMS OF WHO YOU FEEL MIGHT BE
UP FOR IT, WHO LOOKS INTERESTING
TO ME AND THEN IT'S JUST A LOT
OF FAITH.
I WALK IN TO IT.
>> WHAT KIND OF STORIES ARE YOU
LOOKING FOR?
>> I WANT TO HEAR STORIES ABOUT
PEOPLE WHO ARE TRAVELING FROM
ALL OVER THE WORLD.
I WANT TO HEAR WHAT BRINGS THEM
TO THE PFISTER.
I WANT TO HEAR THEM, WHAT THEIR
THOUGHTS ARE ABOUT MILWAUKEE IN
COMPARISON TO WHERE THEY'RE
FROM.
I WANT TO HEAR STORIES FROM
PEOPLE'S EVERY DAY LIVES.
>> SOCIAL MEDIA IS MOLLY'S TOOL
OF HER TRADE, BUT OLD FASHIONED
CURIOSITY DRIVES THE CONTENT OF
HER STORIES.
>> AND SO WHEN YOU COMBINE
PEOPLE, WHO ARE WILLING TO TELL
ME THEIR STORIES, BECAUSE I AM
NOSEY AT HEART, WHICH IS WHY I
ALSO ENJOY THIS JOB.
>> MOLLY'S JOB APPEARS REGULARLY
ON THE PFISTER'S WEB SITE.
TOGETHER, THEIR WORDS AND IMAGES
ARE PRESERVING THE DAILY LIFE
AND CULTURE OF A MILWAUKEE
TREASURE.
>> BRAIN FRACTION ISN'T JUST
>> BRIAN FRAKES ISN'T JUST A
GREAT EXECUTIVE CHEF, HE LOVE
HIS WORK, AS DO OTHER MEMBERS OF
THE HOSPITALITY TEAM.
LIKE BELLMAN HAROLD LEWIS.
>> WHAT I LIKE TO DO, IF IT'S A
FIRST TIME GUEST, I LIKE TO
WELCOME THEM, ASK THEM, YOU
KNOW, HOW LONG HAVE THEY -- HOW
LONG ARE THEY PLANNING ON
STAYING WITH US, WHAT BRINGS
THEM TO MILWAUKEE AND THE
PFISTER HOTEL FOR THEIR VISIT.
>> OR HOUSEKEEPING DIRECTOR
ANNIE FANG, WHO IS WELL AWARE OF
GUEST EXPECTATIONS.
>> THEY WANT TO SMELL THE ROOM
IS CLEAN.
LIKE NOBODY STAY HERE BEFORE.
>> I'M VERY FORTUNATE IN TERMS
OF WHAT I DO.
>> AND CHEF PETER MORTENSEN, WHO
NEEDLESS TO SAY A DEEP
CONNECTION WITH THE BUILDING AND
ITS PATRONS.
>> THIS BUILDING EVOLVED, IT
CHANGES ITS SKIN, IT CHANGES ITS
FACE.
AND IT DOES THAT IN RESPONSE TO
WHAT AN MATES IT, WHICH IS THE
PEOPLE WHO ARE INSIDE OF IT.
>> THEIR GRACIOUS MANNER AND THE
ARCHITECTURAL BEAUTY REFLECT THE
CULTURE OF OUR CITY.
THE PFISTER HOTEL HAS REMAINED
TRUE TO ITS 1893 MISSION.
MILWAUKEE'S NO BOON TOWN,
CHALLENGES, YES.
BUT WE'VE ALSO WITH STOOD THE
TEST OF TIME.
PRESERVING AN HISTORIC TREASURE
ISN'T EASY.
>> WHAT ARE PEOPLE LOOKING FOR
WHEN THEY COME TO A HOTEL?
THEY WANT TO SEE THINGS THAT ARE
NEW AND CUTTING EDGE, BUT STILL,
STILL MAKING SURE THAT IT FITS
WITHIN THE WALLS OF THE PFISTER.
>> WE WANT TO MAINTAIN THIS
BEAUTIFUL BUILDING OF OURS, WE
WANT TO ALSO STAY CURRENT IN THE
TECHNOLOGY ENVIRONMENT, TOO,
THAT OUR TRAVELERS ARE GETTING
VERY, VERY SAVVY IN TECHNOLOGY
HANDS WE WANT TO KEEP UP WITH
THAT.
>> IT TAKES CAPITAL AND
COMMITMENT, IT ALSO REQUIRES
CREATIVE THOUGHT.
>> WE HAVE CHINA OVER HERE.
>> INITIATIVES LIKE THE ARTISTS
AND RESIDENTS AND PFISTER
NARRATOR EXTEND THE HOTEL'S
ENERGY BEYOND ITS OWN WALLS.
HOSPITALITY EXECUTIVES CALL IT
RELEVANCE.
THE DAILY RHYTHM OF THE HOUSE
THAT CHARLES PFISTER BUILT
CONTINUES.
KITCHENS, TO THE BANQUET HALLS,
GUEST ROOMS, FRONT DOOR, AND
LOBBY.
THE SKILLFUL STAFF AND MAGESTIC
PLACE ARE HONORING A TRADITION.
>> YOU WILL NEED TO USE YOUR
ROOM KEY HERE, SO JUST INSERT
YOUR ROOM KEY AND PULL IT OUT
AND PRESS YOUR FLOOR LEVEL, OK?
NOW WHEN DO YOU TAKE THE DANCE
FLOOR?
>> LIKE OUR TOWN ITSELF, THIS
MILWAUKEE HOTEL ICON IS HERE TO
STAY.