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Culture Audits

Every company has its own mission, values, and culture, and to succeed, they need to be in alignment. A Culture Audit provides a trained eye and objective assessment of the ways your company’s culture is advancing or inhibiting your success. The Maryland Center for Hospitality Training has a team experienced in conducting Culture Audits. Providing a thorough assessment allows our clients to develop into the organization they want to be. You set your goals; we help you reach them.

The Culture Audit Process

There are five distinct stages to our Culture Audit.


Preparation and customization set us apart. We begin by interviewing leaders within the organization to learn about their mission, their business goals, and their concerns regarding the company’s strengths and challenges. We also select an intentionally diverse and representative sample from various tiers of the workforce to gather information on their perceptions of the cultural climate and the strengths and challenges of the organization. We use all of this information to tailor assessment strategies and questions to the unique needs of each client.

The Culture Audit

Your Audit may involve interviews, focus groups, surveys, document reviews, and an environmental review. We gather input from employees, customers, and stakeholders. Areas for exploration are based upon the needs and goals identified during the preparation stage. We realize one size does not fit all, and your audit will be designed for your company.


Using the qualitative and quantitative data gathered during the audit, MCHT’s Culture Audit team will identify where your company culture is helping or hindering you in your goals. We’ll look at communication and conflict resolution styles. We’ll identify areas where your stated values are being upheld or not, and where your operational practices are supporting or undermining your desired outcomes.

Strategic Planning

Our Culture Audit team works with you to develop a strategic plan. We will help you identify and prioritize the steps to meet your objectives - based on your goals, your values, and the results of your audit. Your plan might include adopting new recruiting practices, developing management strategies that reinforce organizational values, or training to address specific needs.

Monitoring Progress

We want you to succeed, so we’ll help you design an effective means of monitoring and measuring your progress. Depending on your goals, these could involve monitoring individual achievement, organizational performance, or affective outcomes.

Culture Audits are a tool for success.

A Culture Audit equips your organization with information and a strategy for successful, sustainable growth. By revealing the perspectives of your internal and external stakeholders, you’ll see where current cultural norms support your company’s values, and where they need improvement. With new insight, you’ll be poised to meet the needs of your workforce and the needs of the marketplace.

Training Service Categories

A leader in workforce development, The Maryland Center for Hospitality Training has the experience in customer service training our clients need. Our multifaceted approach promotes professional development and a positive organizational culture, while providing direct instruction in the technical skills required for superior customer service. We offer training for every career level and will design a suite of courses to fit your training needs.

Customer Service

  • Know Your Mission

  • Develop Relationships

  • Establish Trust

  • Cultivate Collaboration

Customer Loyalty

  • Respect Your Customer

  • Listen Attentively

  • Respond with Empathy

  • Find Solutions

Employee Engagement

  • Build Competency

  • Acknowledge Contributions

  • Recognize Strengths

  • Coach for Professional Growth


  • Communicate Clearly

  • Act with Integrity

  • Take Responsibility

  • Resolve Conflict

Process Improvement

  • Define Corporate Goals

  • Understand Processes

  • Identify Efficiencies

  • Eliminate Redundancies

Current Certifications

Customer Service

In competitive markets, Customer Service is an element that sets a business apart. Feeling valued as a customer boosts sales, improves positive reviews, and leads to customer loyalty. Providing exceptional customer service requires more than having designated Customer Service agents. It requires a fully trained staff ensuring your customers receive the attention and care they desire.

Conflict Resolution

Conflict is inevitable. Everyone brings their own expectations, values, personalities and histories to work with them. Those differences are a source of strength and creativity. They’re also a source of conflict. Conflict will happen, but conflict, in and of itself, is not a bad thing. Handled correctly, it is an opportunity to learn and grow.

Active Shooter

Active Shooter Training prepares us to survive the worst. It reduces panic and saves lives. The Department of Homeland Security states that the best way to effectively respond to an active shooter and help minimize loss of life is to create an Emergency Action Plan and conduct training exercises.

Hospitality Professionals

Because online reviews play a crucial role in marketing and developing a reputation with consumers, improving the quality of guest services has nearly instant impact. Guest services training leads to more positive reviews, which leads to more customers, who leave more positive reviews, which leads to… success. The success of your company and your associates.

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The Maryland Center for Hospitality Training is a leader in workforce development. Headquartered in Baltimore, we are dedicated to training residents throughout Maryland in customer service, business fundamentals, and leadership skills.


Contact Us

  • (800) 719-4190

  • P.O. Box 8693, Elkridge MD 21075

  • Monday - Friday: 9am to 7pm

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