Hello and Welcome!
We
are busy preparing for the January 11th class at our
Academy. We are reviewing our
syllabus and doing little tweaks here and there to make things even
better! As many of you already
know my passion is teaching and I am a firm believer that
knowledge is power.
As the Academy
continues to grow it is fun to be part of something from the ground up! I am looking forward to meeting all of
the new students on January 11, 2010!
I recently had the pleasure of attending the
annual Leading Hotels General Managers conference. Last year you may remember I was a keynote speaker in Boston,
and this year we were in Venice. It was my first time in Venice and the city lived up to my high expectations. It was also a great opportunity to meet business acquaintances and
friends... The exotic location
didn't hurt either!
For our American friends who just celebrated Thanksgiving, we send you our best
wishes. I look forward to writing
again soon.
Charles MacPherson
Founder and President
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The Olympics & the Vancouver Club
 Charles MacPherson Associates (CMA) was retained in November
2009 by The Vancouver Club - a prestigious and historic private club
situated in the heart of Vancouver's business district.
Vancouver, British Columbia will be hosting the 2010 Winter
Olympics. The Vancouver Club has been selected by the IOC to host IOC
members, events, sponsors as well as the media.
The
club has recognized that its VIP visitors will present its front and
back of house employees with challenges in the area of etiquette. In
preparation, CMA was hired to work with 150 employees to provide
them with the knowledge-based skills they will need to shine.
The engagement included:
- A review of etiquette, its purpose and its application in a professional club setting
- Role-playing exercises in business card etiquette
- A workshop on body language and the non-verbal messages it conveys - good and bad
- Role-playing exercises in how to introduce oneself, fellow employees as well as guests
- Understanding cross-cultural differences and the etiquette challenges they impose
- Identification and resolution of sticky wickets in etiquette
CMA was also invited to conduct a fun and interactive etiquette session with the Vancouver Club member's children. For other recent case histories, please visit us at www.charlesmacpherson.com |
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Next Academy Sessions Confirmed
 The next full 8 week session for Butlers and Household Managers kicks off on January 11, 2010 at the Toronto based Academy. Additional sessions commence on April 12th and September 13th.
Applications are now being accepted so if you are interested please contact us right away as the January class will fill up quickly. Call (416) 369-1146 or email us at info@charlesmacpherson.com
Individual classes are also offered so please check the web site for the schedule www.charlesmacpherson.com
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Where have our manners gone?
 Pamela Eyring, who is President and Director of The Protocol School of Washington, discusses manners in this interview with CNN.
Interview Link
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Menu of Placement Services
For those hospitality clients who do not require a full recruiting service Charles MacPherson Associates offers a unique menu of placement services.
Whether you need just a job description, screened resumes, fully vetted candidates or interview support we can accommodate your requirements and your budget.
Please contact us for more information at (416) 369-1146.
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5 Things to Know When Cooking for a Private Family - by Chef Matt Binkley
Well, you have just been assigned a special mission from your
private client and have chosen to accept (as you always do!) to cook a business
luncheon for your client and 5 of their guests. Before you panic, please keep these 5 things in mind to help
guide you through your journey towards CULINARY BLISS !!!
Matt's Culinary Tips:
-
Fresh is Best: Your
food is only as good as the quality of your ingredients.
- Keep it simple and have fun: Less is more; don't get in over your head.
- One task at a time: Once you start multitasking, you get
confused and feel overwhelmed.
- Clean as you go: One of the most important tips is staying organized. Minimizing your clutter keeps your mind
at ease.
- Sharp knife, sharp mind:
Preparation will be faster, and you will feel less pain if you cut
yourself with a sharper knife.
Bonus Tip - Season to taste:
Taste everything to check the final seasonings.
Good luck and stay tuned for next month's
Culinary Tips from Private Chef Matt Binkley!!!
www.mattbinkley.com
Chef Matt Binkley is an instructor at the Charles MacPherson Academy for Butlers and Household Managers.
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Hotel Service Through a Butler's Eye ©
 We are pleased to announce our new offering Hotel Service Through
a Butler's Eye©. In essence this training program equips frontline hospitality
employees - doormen, bellmen, housekeepers and room service personnel - with
the tools and knowledge that will assist them to deliver service with the same
keen and comprehensive attention to detail that defines butler service.
Typically,
the Butler's Eye is the logical next step after receipt of a mystery shopper
report. It answers the question, "We have our report. Now, what do we do?" As
such, the Butler's Eye is the training that comes after the report.
For
example,
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The
Butler's Eye provides the comportment and body language a doorman should have,
as guests are welcomed to your hotel
- The
Butler's Eye polishes the language that a Front Desk Clerk uses to check guests
in and out of your hotel
- The
Butler's Eye provides that extra attention to detail that elevates Room Service
to In-Room Dining
- The
Butler's Eye guides the housekeeper to make sure that drapes are hanging neatly
and clothes hangers are facing in one direction
- The
Butler's Eye enhances the guest experience at each and every point of contact
with hotel personnel
- The
Butler's Eye is an essential component in a hotel's strategy to either gain or
maintain its star or diamond designation
The
result is increased guest satisfaction, enhanced star or diamond designations
and a more cohesive and thorough approach to service that enhances the guest
experience from arrival to departure.
For
more information, please contact us at (416) 369-1146 or visit www.charlesmacpherson.com
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World's Tallest Hotel
 Dubai: Rotana, the UAE-based regional hotel management company, yesterday said it will open the Rose Rayhaan by Rotana - the world's tallest hotel tower, in mid-December.
Rose Rayhaan by Rotana, a soaring 72-floor tower structure 333 metres high, is set to be an addition to the scenery along Shaikh Zayed Road. Located in the heart of Dubai, the hotel is 5 minutes from Dubai Mall, whilst Media City and Internet City are 15 and 20 minutes away respectively.
The hotel offers 481 rooms, suites and penthouses with their modern designs complementing the values of Arabian culture. Each room, suite and penthouse will have its own kitchenette, high-speed internet connection and a variety of amenities and facilities.
Reprinted from www.gulfnews.com |
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The Do's and Don'ts of a Handshake
 Etiquette can be defined as the foundational
protocols and rules for human interaction. Etiquette has evolved through
history to provide a framework that helps each of us to be comfortable in
business, social and familial situations.
The handshake is such a key point of etiquette
because it more often than not factors into what makes a positive first
impression. A badly executed handshake, poorly timed, will inevitably cause a
negative first impression.
So, what makes a successful handshake? A
handshake should be enthusiastic and friendly and not tentative and
indifferent. The palm should be warm and dry and not cold and clammy. The grip
should be firm and strong and not limp and lifeless. The trick here, however,
is balance; never grip too firmly since sending someone to emergency for a
fractured hand will very likely lead to a bad first impression.
Other tips include,
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Maintain good eye contact
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Focus your attention on the other person
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Keep your hand open and connect the joint of
your thumb to the thumb joint of the other person
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Gauge the duration of the handshake by paying
close attention to the other person. Generally pump your hand three times or
three seconds.
When and when not to shake someone's hand is as
important as the handshake's quality. The general rule of thumb is "more often
than not". In business this includes,
- Co-workers you meet for the first time - both
upon greeting and upon goodbye
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A person you are introduced to
-
A person you are congratulating
One does not shake hands in situations that include,
- When the person you wish to greet is of a higher
rank or position. Wait until they offer their hand first.
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Interview situations. Follow the lead of the
interviewer.
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When the other person has their hands full
Because of fears over H1N1, the best rule of
thumb when considering whether to shake someone's hand or not is to follow the
lead of the other person. Remember, etiquette is about making people feel
comfortable. Shaking hands during this flu season may make many feel
uncomfortable.
For more information on our Etiquette and Protocol training, please visit us at www.charlesmacpherson.com
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Rudy Maxa goes to Butler School
 Rudy Maxa is host and executive producer of the public television travel series, Rudy Maxa's World. He recently wrote about butling and the Charles MacPherson Academy for Butlers and Household Managers.
Story link
The 78 episodes he has hosted have won numerous awards, including a
2008 regional Emmy for his episode "Rajasthan." He's a contributing
editor with National Geographic Traveler magazine and has
written for a host of national travel magazines and newspapers. For
nearly 15 years he offered consumer travel commentary on public radio's
business show Marketplace as "The Savvy Traveler," which was
also the name of a one-hour, coast-to-coast weekend show on public
radio that he co-created and hosted for four years. Prior to his career
as a travel writer and broadcaster, Maxa was an award-winning Washington Post investigative
reporter, magazine writer, and columnist for 13 years, during which
time his reporting was nominated for the Pulitzer Prize. He was a
senior writer at The Washingtonian magazine and Washington, D.C., bureau chief of Spy magazine. The author of two non-fiction books, Maxa lives in downtown St. Paul, Minnesota.
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The Butler Speaks
 Come visit us at our blog "The Butler Speaks" to learn all about the do's and don'ts with which every dinner party guest should be familiar.
The Butler Speaks
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Join us on Twitter
 Now you can follow what is happening at butler school by joining us on Twitter. We hope to see you and look forward to following your tweets too!
You can find us easily with this Twitter Blog Link or follow us @butlerschool if you already have an account.
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Charles MacPherson Associates
Charles MacPherson Associates Inc. has over twelve years
experience in the luxury residential market and the luxury hospitality
market. We have four complementary lines of business:
* Advisory & Consulting
* Training
* Placement
* Academy
Today we would like to highlight our Placement practice that offers premium search and recruiting services within the luxury residential and hospitality markets. We specialize in the placement of key personnel positions like Estate & House Managers, Butlers, Private Chefs, Executive Housekeepers, Chauffeurs and more.
info@charlesmacpherson.com
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Contact Information
Toronto:507 King Street East Suite 100 Toronto, Ontario, M5A 1M3 CANADA (416) 369-1146 office (416) 369-1743 facsimile New York:134 West 82 Street Suite 3B New York, New York 10024 United States (212) 877-6962 office (917) 441-0064 facsimile
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Clothing &
Valet Care 101
Clothing & Valet Care 101 (2 days) This course will include
fashion, colours, understanding designers, how men's and ladies clothes are
made, understanding the difference between ready to wear, made to measure and
couture, learning how to correctly build a gentleman's and lady's closet.
- Suitcase
Packing
- Suitcase
Unpacking
- Packing
for Employers
- Caring
for Furs
- Leather
/ Suede Shoe Care
Course Schedule
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Housekeeping 101
& 201
Housekeeping 101 (2 days)
One of the most important classes begins with a lecture on understanding the
importance of light, temperature and humidity and how it affects the household
and furnishings. Additionally the class covers dealing with spills, safe
cleaning techniques, tools, reviewing different surfaces, furniture pieces and
how to correctly clean a room, bed making and including turn down service.
Housekeeping 201 (3 days)
Hands on classes learning to correctly clean bathrooms, bedrooms, how to
appoint guest rooms, guest bathrooms and then all of the different methods of
suitcase packing and unpacking from clothing, make-up, shoes and dealing with
dirty items and finally long term clothing storage. Course Schedule
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Table Setting
& Service 101
Table Setting & Service (3 days)
A hands-on class includes learning different utensils, china, glassware for
service and dining. We proceed on to table setting table space calculation and
the different methods of table setting from around the world, as well as
understanding the types of table service, napkin folding and the order of
service chart. This course is at least 50% hands on.
Course Schedule
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Laundry 101
Laundry 101 (3 Days) Understanding the laundry symbols chart, how to correctly use a washer and dryer, preparing clothes for the wash, dealing with stains, ironing, folding of laundry and linens, using a mangle machine correctly, steaming ball gowns, mending buttons dealing with dry cleaning and dying dark clothes. All of this and more is done in our Miele Sponsored Laundry facility at our Academy, the only one of its kind in the world! Course Schedule
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Butlering Skills
101
Butler Skills 101 (1 Day)
A professional butler teaches butler traits, code of ethics and then
traditional items such as ironing a newspaper, answering the door, making
coffee, making tea, dealing with different kinds of coffee such as espresso,
cappuccino, latté etc. and finally setting the perfect fireplace.
Butler Skills 201 (1 Day)
This class goes to the next level of service including tray service how butlers
manage household and difficult situations within the household and dealing with
employer demands. Course Schedule
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Household Management 101 & 201
Household Management 101 (2 days) This class delves into
the business aspects of household management beginning with abbreviations of
the industry, managing household inventories, procedures, manuals, petty cash,
and general best practices for a successful over-all household management
structure. Know your target audience. Who are your most important clients or
prospects, and why?
Household Management 201 (2 Days) This advanced level covers household
management issues at the highest level. Attention will be paid to managing
large-scale estates and families with multiple properties, large numbers of
staff and guests and family members with high profiles. Common problems and
issues one typically encounters will be addressed. Course Schedule
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Household Mechanicals 101
Mechanicals 101 (1 Day)
An expert from the service industry assist students to understand complexities
of a modern household's operating systems and the need for engaging the right
professionals to ensure that the systems run properly. Course Schedule
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