Consulting


Consulting

At CMA, we provide various consulting services to meet the needs of our residential and corporate clients around the world.

To learn more about our residential client consulting services, click here.

While our primary service offering for corporate clients is training, we are often requested to conduct Effectiveness Audits for management teams in hospitality and customer service industries worldwide.

For more information on our consulting services, please contact us at (416) 369-1146 or email info@charlesmacpherson.com

Effectiveness Audits

Effectiveness audits are a key management tool in improving the service level and delivery capability of a hotel or resort and often serves as the blueprint for the continuous improvement. CMA has extensive experience conducting effectiveness audits for our corporate clients in the hospitality industry worldwide.

The process in conducting an effectiveness audit includes:

  • An initial meeting with the management team to understand their opinion of the current state, identify known concerns or issues, and establish service expectations
  • Conducting an onsite audit, including interviews with specific individuals in key positions
  • Preparation of a full audit report including identified expectations, findings, gaps, and recommendations

Effectiveness audits provide the foundation for implementing change and improving service. Resulting recommendations are often implemented by the management team either independently, or in extended engagements with CMA as advisors throughout the implementation process.


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