After nearly a decade serving as major-domo, overseeing more than thirty household staff for one of Canada’s most prominent families, Charles set his sights on starting his own business. In 1996, he founded Charles MacPherson Associates (CMA), and began providing his household management expertise to high-net-worth and ultra high-net-worth clients.
In 2009, Charles opened The Charles MacPherson Academy, located in Toronto, Canada, in response to the demand for highly skilled, professionally trained private service professionals. The Academy educates and equips butlers, house managers, housekeepers, and other domestic staff to meet modern-day service expectations.
Today, CMA recruits and places household staff, educates and trains private service professionals, and consults for HNW and UHNW families on matters related to household management and operations. With this foundation and his keen understanding of clients’ service expectations, Charles has expanded the business into hospitality and customer service training and advisory.
Over the last two decades, Charles has built a reputation as a global authority in the butler and household management fields for private residential, hospitality, and customer service sectors worldwide. He has established butler department standards and trained butlers for the Queen Mary II, Four Seasons Hotel Shanghai, Aria Resort and Casino Las Vegas, Wynn Macau, and Taj Hotels, Resorts and Palaces. He has also delivered a number of customer service improvement initiatives with a wide range of clients, including Louis Vuitton, The Ford Motor Company, The Boston Consulting Group, Royal Bank of Canada, and Astellas Pharma, to name a few.
In addition to his responsibilities at CMA, Charles has published three books: ‘The Butler Speaks’, ‘The Pocket Butler’, and ‘The Pocket Butler’s Guide to Travel’. His first book, ‘The Butler Speaks’ is now in its fifth printing. You may have also heard Charles on CBC radio speaking about butling, manners and etiquette. For the past ten years, Charles has served as the ‘Resident Butler’ on The Marilyn Denis Show, a national daytime lifestyle TV series.