>> WELCOME TO ELEGANCE, 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 GUIDO 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.

GUIDO 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.

♪♪