Master Connection Associates (MCA) produces 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 combined with dynamic cutting edge training and consulting technology 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.

mca's quality validation

Based on our consulting and training partnership from the beginning of The Ritz-Carlton Hotel Company, 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. 


Our mission: 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
  • Ignite the fire in an entire organization

Our Vision

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


philosophy + methodology

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.


our hospitality legacy

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 principles 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.