Borgata’s Director of Hotel Operations Andrea Marcato joined the team back in 2008, after a lengthy stint at Atlantic City’s Hilton Hotel. He played an integral role in opening The Water Club, Borgata’s signature boutique hotel. In his role as Director of Hotel Operations, Marcato oversees the front desk, valet desk, and concierge, all while ensuring that Borgata guests enjoy their experience in Atlantic City’s world-class hotel rooms. We sat down with Marcato to discuss what guests can expect from a hotel stay at Borgata.
Your team has had to adapt to new safety protocols associated with COVID-19. What’s been the most rewarding element of these changes? The most rewarding element for me was being part of the team who developed the health and safety plan from the start. I was one of the people on property before we reopened. Together with MGM’s corporate team, we made sure that the plan would work with our guests. It is a comprehensive, multi-faceted set of guidelines designed to make sure everyone stays safe. It was important that every single team member returning to work felt comfortable in the environment we were creating. Everything we’ve done, from the polycarbonate barriers to the hand sanitizes, to the air filtration system, has made a big impact. On the customer side, they saw how serious we were about these health protocols. Since reopening, a lot of people have told me how safe they feel at Borgata.
Borgata is known for their high-end suites. What’s so unique about these rooms? Ultimately, it’s about the emotion when you walk in. When we do room tours, the Resident Suites are the last ones we show everyone, and the reaction is priceless. You walk in the door and look around with your mouth open. They are that amazing. We have two at Borgata, each about 5,000 square feet. Every nook and cranny has a bit of a “wow” factor to it. The structure itself is really timeless. Additionally, our two Water Club Resident Suites are each two stories, with amazing floor-to-ceiling windows. You get to the living room and you don’t know where to turn. The suites are very aspirational! Customers who know about them want to stay in them. I also have to mention our Fiore Suites. All 300 of them have been beautifully redesigned within the past year and they are definitely the most in-demand room product we have.
You helped open The Water Club. For those who haven’t visited that part of the property, what’s the difference? From the beginning, our vision was to create a non-gaming, boutique-style hotel to differentiate itself from Borgata. With 800 rooms (Borgata has 2,000), we can personalize the experience a little more. We have a separate valet entrance, a front desk area just for Water Club guests, and the pool and spa levels make you feel like you’re in a separate part of the world. It’s a very different experience. We were going for cosmopolitan and niche.
Tell us a little more about the new Stay Well rooms and what guests can expect. The Stay Well rooms appeal to someone who wants a more restful and relaxing stay. Our guests sometimes come for 2, 3, or 4 nights. When you’re staying away from home that long, we want you to feel like you’re getting a unique experience that transports you somewhere else. The rooms have many great features, including a cooling memory foam mattress, air purifier system, and shower infuser, which takes the chlorine levels down and infuses vitamin C. So far, the response from our guests has been great. It just shows that sometimes small details make a big difference.
What are some simple housekeeping tips that our readers can try at home to welcome a guest in a guest room? First and most importantly you want to make a great initial impression. In the current climate we’re in, everything should look organized, to give a sense of cleanliness and comfort. Little touches, like hand sanitizer, will put your guests at ease and make them feel welcome.
Find out more about Borgata’s hotel, and book your “Work From Borgata” package, by clicking here.