About
Master Connection Associates

Since 1989, Master Connection Associates (MCA) has produced creative and effective sales, service and marketing strategies and training solutions for our clients. Our practical solutions drive revenue growth, customer loyalty and bottom line profits for industry leading organizations.

Real-world experience is the key to our success. Through hundreds of assignments, we’ve worked with leaders, innovators and top talent in business. We are constantly exposed to new ideas and leading-edge technology and bring that dynamic perspective to each of our clients. Our proactive approach, realistic solutions and strong customer relationships make MCA a valued partner, resource and advisor.

Today, our client list includes many of the most competitive and successful brands and industry leaders in hospitality and travel, professional services, real estate, financial, retail, healthcare, automotive and manufacturing companies in the United States – and around the world.

Your Unprecedented Success

MCA is worldwide leader in helping organizations improve performance in service delivery, sales, management and leadership. Our training and consulting focuses on improving strategic business processes that will produce bottom-line ROI results. Combining experience and unwavering commitment we help you:

  • Deliver world class service
  • Increase sales performance
  • Improve employee productivity
  • Motivate managers
  • Instill confidence in leaders
  • and, ignite the fire in an entire organization

MCA is a globally recognized company that is known for innovative, energetic, knowledge-based consulting, training and value added solutions for our customers. Our team members’ passion for excellence creates invisible precision that exceeds our customers’ expectations, consistently. This combined success provides bottom-line profit and measurable results for our customers and our company.

MCA guarantees the results of our training programs and consulting assignments. Our philosophy is that we must care more about the success of your business than you do if we are to be a valued partner. Our mission is your unprecedented success. That passion for excellence sets us apart from all others. Our consulting and training provides innovative solutions that result in:

  • The integration of repeatable and sustainable business practices and processes
  • Meeting your objectives and achieving your results
  • Experiential design that impacts a behavioral change by participants to integrate their new knowledge immediately upon return to their job
  • Performance improvement that has impact and is measurable

Whether it is training or consulting, we become a trusted, valued and respected strategic partner with our clients by integrating our team into their organization.

In 1989, Cindy Novotny left a successful hospitality career to start Master Connection Associates (MCA). Her goal was to create a hospitality consulting and training company, grounded in practical experience and measurable results, to help hotel owners and operators make their properties more competitive and profitable.

Outstanding sales and customer service are the defining factors for successful hotels and resorts. MCA focused on these two key disciplines, attracting a broad base of domestic and international clients with hotels at all levels of price and quality. The company grew rapidly and was soon a leader in hospitality consulting and training.

Based on the proven success of MCA’s Award Winning clients, its reputation grew, attracting clients from companies outside the hospitality industry. They recognized the crucial role that sales and service excellence play in the success of top hotels and wanted to adapt those principals to their own businesses. Now, nearly half of our clients come from companies outside of hospitality.

Our hospitality legacy remains the essence of our company. MCA is a valued advisor and resource to the top hotel companies in the business. And that same sales and customer service ethic that drives success for great hotels applies to any business.

Today, our client list is an essential who’s-who of the world’s leading companies transcending virtually any industry including hospitality and travel, financial, law firms, healthcare, real estate, development, retail, associations and automotive and manufacturing businesses.



Meet Our Team

Get to know more about the people that drive MCA. (Click to learn more)

Award Winners

MCA has helped our clients achieve award-winning success.

  • Malcolm Baldrige National Quality Award: The Ritz-Carlton Hotel Company
  • “One of Fortune Magazine’s 100 Best Companies to Work for in America”: Alston + Bird, Four Seasons, Kimpton Hotels & Restaurants, InterContinental Hotels Group, Deloitte, Baker Donelson, Baptist Health
  • European Call Centre of the Year: Barclays Commercial Bank
  • Golf Resort of the Year for North America: Pebble Beach Resort
  • Top 100 Restaurants in US for Service and Food: Hanna’s Prime Steak
  • #6 Best Dealerships to Work for in the US: Capitol Auto Group


What Our Customers Say about Master Connection Associates

MCA’s sales webinar series is great! The tactics are timely and relevant to the challenges we are experiencing in this new economy. We implemented one strategy that immediately increased our networking, prospecting and revenue opportunities.”

Capella Hotel Group

We give all the credit for winning the coveted “European Call Centre of the Year” award multiple times to Master Connection Associates. We have now won over 17 National & International Service Excellence Awards as a result of MCA’s training and consulting.”

Rob Hawthorn, Barclays Commercial Bank


If you’re looking for a keynote speaker that’s professional, motivational, informative, and entertaining, Master Connection Associates is your solution! The MCA team of trainers and keynote presenters are passionate, innovative, and energetic. They understand the importance of customization specific to your industry. Whatever message you want to communicate, they will not only deliver it, they will ignite the fire within your organization!”

Charles Ahlers, Anaheim/Orange County Visitor & Convention Bureau

Alston & Bird takes great pride in their dedication to maintaining a culture committed to service. Master Connection Associates clearly shares our values for quality. Since forming our partnership with MCA, we set a standard for service excellence that’s seldom seen in the legal industry.”

Cathy Benton, Chief Human Resources Officer Alston & Bird LLP


If you want a company that communicates with your employees and produces bottom-line results, it’s Master Connection Associates.”

MPG Office Trust Real Estate Development

The best decision we ever made was hiring Master Connection Associates to be our training partner.”

Pebble Beach Company


As far as I’m concerned, if there ever were a magic formula for increasing sales and improving performance, the methods you teach are it.”

InterContinental Hotels Group

MCA helped us develop and offer the best training in our industry.”

Starwood Hotels & Resorts


As a valued confidant and business partner MCA helped us achieve success beyond our expectations”

The Ritz-Carlton Hotel Company

MCA helped us achieve service results that set us apart from our competition and a leader in the industry”

Virginia Hospital Center