Hospitality

Professional Development Institute of America (PDI AMERICA)  was established to be the educational 

division of CMAC  






With the ever increasing competition to find ways to fill hotel rooms, CMAC has found that an area

often overlooked by today's hotel management is the damage done to their establishments' reputation

and bottom line by deficiencies created by high expectations of guests minus the poor service 

deliveries by the hotel staff.


These expectations are created by the statements of the OWNERS,  then further inflated by the tour

operators and  or travel agents, and even to a great extent the Hotels own website or printed sales pieces.


In many cases the floor staff have not bought into these grand layouts, and therefore the services 

actually tendered up for delivery are far from what the guest was expecting, and what the guest

has actually been ordered to pay for.


What CMAC has found after thirty two years of studying and analyzing hospitality service throughout

North America and the Caribbean, is that unless the entire staff adopts a system such as the CMAC

"MODEL  PERFECTION  CULTURE"  (MPC) which is based upon the absolute study and monitoring of 

the numbers that their occupancy counts will continue to suffer negatively.


Furthermore, hotels need to constantly remember that they need to beat the speed of the mouse

("SOM").  Any unresolved complaints implied, expressed or simply thought of, where service rendered

was less than service expected and worse, service paid for, will most likely than not, result in a 

posting on the World Wide Web with  the lightening "SOM".



CMAC is convinced from its analysis of hospitality service delivery methods, and practice, that hotels

and restaurants need to aim to service perform for at least two stars higher than they are rated. The

reason for this is for a guest to be happy enough not only to return to the hotel  in the future, but

further for that guest to recommend someone else, which usually requires that the past guest go on the

line and sometimes even  overcome  some  of the skepticisms of the recommended, the past guest 

must have received service at least one star above what was expected. So, for

example, a five star facility would have to deliver  six service, and in-order to deliver six stars, floor

staff would have to shoot for the perfect number - "seven star service", so as to fully benefit from the

best form of advertising in history...word of mouth.


CMAC has the system to ensure higher occupancy..THE MPC SYSTEM.   

After just three years of using our "MPC" system we,  guarantee that a hotel's occupancy will be at least

6% - 12 %  higher for Tropical Resorts, and approximately 8% higher for City hotels.