Cindy Novotny
Managing Partner, Master Connection Associates
As the founder of Master Connection Associates, Cindy Novotny is an international icon in the hospitality industry and has a diverse client industry base including travel, healthcare, financial, real estate, development, associations, automotive, manufacturing businesses and more. Her specialties are leadership, sales and customer service excellence. A ‘Radical Mentor’ for many, Cindy’s straightforward, no-nonsense leadership approach delivered results to thousands around the world. Her style, expertise and approach led to a Board of Directors position with The Miss America Foundation to assist in moving the organization to a new level.
Cindy is recognized by the several organizations in learning & development, meetings and events & hospitality as one of the most powerful, engaging, innovative and passionate speakers in the industry. HSMAI awarded Cindy the 2019 Lifetime Achievement Award in Hospitality for her exemplary contribution to the industry. Her ability to close the “gap” with senior executives and line employees has earned her firm a revered reputation in many industries.
Her exposure is vast, ranging from features in The Wall Street Journal and other publications, sharing the stage with global leaders at luxury events to broadcasting live through many different channels. Energy, passion, and drive guarantee Cindy’s message will captivate each person in her audience. Her targeted message and popularity have no boundaries as she addresses groups across the world. Her charisma and humor, combined with in-depth knowledge, bring an audience alive with reality-based skills and cutting-edge training technology.
Cindy is helping people all over the world create their team of the future and be more successful than they’ve ever been before. As a true “road warrior,” Cindy is on the road 50 weeks a year & loves the smell of jet fuel in the morning!
Cindy is in the final stages of her second book, “My Secret to Stamina” which will be out in 2024.
THE RITZ-CARLTON HOTEL COMPANY EXPERIENCE:
Based on her consulting and training partnership from the beginning with The Ritz-Carlton Hotel Company, Cindy’s company, Master Connection Associates (MCA), became a certified provider by the Malcolm Baldrige organization and assisted Ritz-Carlton in winning an unprecedented two Malcolm Baldrige National Quality Awards for Service Excellence. As a result, they became the first service organization to win the coveted award and recorded the highest customer satisfaction and loyalty scores in world history.
This overwhelming success led Ritz-Carlton to ask MCA to create and become the Ritz-Carlton Learning Institute (RCLI) as a commercial operating business on their behalf. MCA was the RCLI, with the express purpose to provide the same services to non-hospitality clients that proved that those processes implemented for service excellence at Ritz-Carlton were universal. The Service Excellence, Sales, Leadership and Operational TQM concepts, processes and training has been successful on a worldwide basis working with clients in virtually all industries.
MCA CONSULTING – THE LEARNING INSTITUTE
(formerly The Ritz-Carlton Learning Institute)
As a global consulting firm, the team of professionals at MCA have helped many organizations improve their overall performance and increase their revenues. MCA’s diverse consulting assignments give valuable insight and perspective keeping continually engaged with the current trends, best practices and changing dynamics in the marketplace.
MCA provides the following Consulting Services through the Learning Institute:
- Award Winning Customer Service Process Integration
- Service Excellence
- TQM Process
- Strategic Business Process Integration
- New Hire Orientation
- Leadership Performance Assessment
- Product positioning and business mix strategies
- Marketing positioning
- Competitive Marketing analysis and benchmarking
- Sales & Marketing reviews
- Sales team goals, segmentation, focus and structure development
- Sales & Marketing plan and program development
- e-commerce destination marketing consulting
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