After nearly a decade serving as major-domo, overseeing more than thirty household staff for one of Canada’s most prominent families, Charles set his sights on starting his own business. In 1996, he founded Charles MacPherson Associates (CMA) and began providing his household management expertise to high-net-worth and ultra-high-net-worth clients.
Today, CMA recruits and places household staff, educates and trains private service professionals, and consults for HNW and UHNW families on household management and operations matters. With this foundation and his keen understanding of clients’ service expectations, Charles has expanded the business into hospitality and customer service training and advisory.
Over the last two decades, Charles has built a reputation within the Private Service industry as a keynote speaker, a published author of four books, and a global authority in the butler and household management fields for private residential, hospitality, and customer service sectors worldwide. He has established butler department standards and trained butlers for the Queen Mary II, Four Seasons Hotel Shanghai, Aria Resort and Casino Las Vegas, Wynn Macau, and Taj Hotels, Resorts and Palaces. He has also delivered several customer service improvement initiatives with a wide range of clients, including Louis Vuitton, The Ford Motor Company, and Royal Bank of Canada, to name a few.