Charles MacPherson Associates (CMA) was retained in May 2014 by Aria Resort & Casino – a 5-star property in Las Vegas & one of the largest & most technically advanced hotels in the world. CMA’s mandate was to train the 36 Butlers in the hotel’s Villa Services team.
CMA custom designed a 4-week rotating program that allowed the Butler team to continue to provide service to Aria’s high & ultra-high net worth guests. The program drew upon CMA’s vast experience managing the homes of ultra-high net worth individuals & translating their service expectations to Aria’s staff. The final week consisted of a Train the Trainer component.
The program focused on both hard & soft skills, the latter of which can be hard to teach. The engagement included:
CMA’s willingness to tailor its Hotel Butler 101 program to the specific requirements of Aria was critical to winning Aria’s confidence in what both parties hope to become a long-term relationship.
Charles MacPherson Associates Inc. provides discerning solutions for Luxury Residential and Hospitality Industries around the world including: