Training Programs

Training programs are the heart of service delivery. Unless all employees are trained to the same standard, service levels in a hotel or resort will vary widely and lead to client dissatisfaction.

Charles MacPherson Associates works with hospitality clients worldwide to assist them to design, build and implement both custom and standardized training programs to keep the hotel or resort running at peak efficiency.

The process and methodology for a training program includes:

• Establishing the job standards
• Setting training goals
• Determining appropriate content
• Building a pedagogical framework
• Creating the training plan
• Developing the training materials
• Developing tests and exams to measure training success
• Creating an audit program to maintain service level
• Developing Trainer materials for the programs

• Developing a Train the Trainer program to ensure that the training can be continual

Charles MacPherson Associates delivers clear, useable training programs to our clients. We guarantee success and we ensure that hotel or resort staff is trained to continue to implement the standards and training on an ongoing basis. In many cases we are also retained to provide Mystery Shopper programs to measure ongoing quality levels.

Our offering is comprehensive and our service is total.

Please visit our Library to view client case histories.

Contact us at 212.877.6962 or 416.369.1146.