How does MasterCorp remain the leader in the resort housekeeping industry? One secret lies in what our experience has told us after almost 3 decades in the business – training, training, training!

An integral component of MasterCorp’s training program is our CSE (Customer Service Evaluation) inspection.  “CSEs are a training tool,” says Casey Smith, Quality Assurance inspector and trainer at MasterCorp University. “We can learn how our housekeeping operations are doing in the field, show them new ways to do their work, and point out areas of improvement.”

While CSE inspections are just one element in our extensive training program, they provide a unique perspective.  Each inspection is unannounced.  “The ‘surprise’ element gives us a snapshot of how the operation actually is, without anyone preparing especially for it,” says Casey. “This way, we can make a real-life assessment of what works and what doesn’t.  However, our inspections aren’t just to call out mistakes. CSEs help us recognize achievements of individuals and outstanding housekeeping operations. MasterCorp regularly rewards those who excel in their jobs.”

A different CSE inspector visits each resort operation every quarter.  “Regardless of who conducts the CSE,” Casey explains, “we do it in a manner that allows the executive housekeeper to always see the results of their improvements. We spend the day with them, highlight areas where they are doing exceptionally well and retrain in areas that need improvement.”

In addition to our CSE inspections, the MasterCorp training program includes a comprehensive curriculum of online modules, annual courses at MasterCorp University, and expert certifications.