[ Music ]>> They built this hotel to fitwith the quaintness of the town,with the elegance of the town, I should saywith the hardwood throughout the building,and the brick on the outside and the lighting,everything fits with Saratoga Springs.It is part of Saratoga Springs now and youwalk in and realize that you're still here.Designers that, that put a lot ofthought and effort into the hoteland to every little individual book shelfin the hotel in the main areas really tookinto consideration all thatSaratoga has to offer.[ Music ]>> I think once people see us,it's an obvious awe factor.There's not many full servicehotels that look the way that we do.And when people walk in, that they don'texpect the look and the feel of this hotel.[ Background noise ]>> I think the heart and soulof this hotel is the teamand how well they work togetherto make that guest experience.The heart and soul is not about what thehotel looks like, although it's gorgeousand it's extremely cleanand I'm very proud of it.It really is the team.The human heartbeat of the hotel and it justmakes everybody want to come to work every day,it makes everybody smile, andit really is what makes us.[ Background noise ]>> I want our guests to feel like they're athome here, and that when they have to be awayfrom their own homes, they know where to go.They know to come here and they knowthey're going to get the consistency.They know they're going to get the, you know,the, the greeting when they walk in the door.They know they're going to get an extremelyclean room and the service that they expectand they know they're going to geta nice hot breakfast in the morningwith really happy faces saying goodmorning to them with the coffee in hand.I want them to leave here feeling warm inside.Having a family owned business is reallyimportant because many things right now areso corporate run and corporate everything.You've got people who wantto be treated like people.You've got the service aspect of itthat really comes from the top.It comes from the ownership, down tome, down to my managers, down to the,the staff members here at the hotel.And they really take ownership in the hotel, andtherefore it reflects to the guest that we're,we're going to treat you like family as well.People don't want to be treated like anumber anymore, and I think it's a really,really big thing in this, this industry,this economy, as far as people walkingin the hotel and saying, I'm home.I try and embed into the employees, tothe staff here, to our team members herethat you've got to go above and beyond.You've got to give the guest what they don'texpect, what they don't have to ask for.You want to make sure that you're taking careof these people before they even realize that,and that is service, that is whatstands out with people when they go homeand they realize, wow, I need to go back there.But we are family owned and operated, we'regoing to treat you like part of the family.[ Music ]
