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The Team

Michael E. Haynie, Sr. - President & CEO

Michael Haynie has devoted his entire professional career to the lodging and hospitality industry. After attending Northeastern University in Boston, Ma. He took on various entry level positions before rising through the ranks to the executive level positions he has held for many years. Mr. Haynie has experience in every facet of hotel operations and has served in leadership capacities in hotels ranging from economy to luxury.

Mr. Haynie served as the Vice-President and Managing Director of Baltimore’s Tremont’s Hotels which encompassed the upscale Tremont Plaza Hotel and the economy Tremont Park Hotel. He also spearheaded the debut of the award-winning Tremont Grand events venue. Under his leadership, Baltimore’s Tremont’s ascended to new levels of profitability due to the strategic initiatives Mr. Haynie implemented. Mr. Haynie has also served as a General Manager with Hilton and Intercontinental Hotels in Baltimore, Boston, and Hartford; as well as a General Manager with independent and branded hotels in Charlotte, Hartford, Boston and Washington, DC.

While developing his extensive professional portfolio, Mr. Haynie has also held numerous community service leadership roles in the Baltimore area. He currently serves as the Co-Chairman of Baltimore’s National Academy Foundation High School (NAF), a flagship public high school, which pairs a college preparatory curriculum with five career disciplines: hospitality and tourism, finance, information technology, law and engineering. In addition to being a dedicated and effective youth mentor and advocate, Mr. Haynie was instrumental in helping NAF move and expand to its own middle/high school campus. NAF will now provide career enrichment opportunities to twice as many students.

Mr. Haynie recently concluded a term as Chairman of the Board for the Historic Charles Street Association and he currently serves on the board of directors for each of the following professional organizations: The Maryland Tourism Development Board; Visit Baltimore Board of Directors; Charles Street Development Corporation; the Downtown Management Authority, The Downtown Partnership Board of Directors; the Hospitality Advisory Board for the Morgan State University School of Hospitality and The Maryland Hotel and Lodging Association; President of the Waverly Main Street Organization. Mr. Haynie was honored by the Maryland Hotel & Lodging Industry in 2007 as the state’s “Hotelier of the Year” and in 2009 as the “Office of Tourism Development as the ” Mentor of the Year”. Mr. Haynie lives in Baltimore City with his three children Rachel, Michael Jr. and Aaron.

Patty Sipes - Administrative Officer

Patty is an accomplished Executive assistant offering 30+ years of administrative experience reporting to the CEO and other top executives. Patty serves as an effective gatekeeper, preparing well-researched and accurate documents, and efficiently handles day-to-day operations.

She performs overall administrative, human resource and accounting duties for the President/CEO and members of the Executive Management Team. She provides efficient and comprehensive secretarial services to the Executive Team, promotes the desired work culture of trust and integrity by maintaining the strictest confidentiality at all times on all matters, and performs related duties and special projects as assigned by management.

Myra Haynie - Director of Training

Natalie West-Makel - Lead Facilitator

Debra Keller Green

Mike Johnson

Brigit Molony - Administrative Assistant

Brigit Molony’s lifelong passion for teaching is fueled by her belief that lives are changed and opportunities expanded with education. She enjoys the personal interaction with students at Maryland Center for Hospitality Training, and her students consistently remark on her attentiveness and encouragement as fundamental to their success. Brigit finds it especially rewarding to help students prepare resumes and practice interview skills, and hearing from them later about their career achievements.

Her work with the Baltimore Peace Movement has reinforced her commitment to improving the quality of life for Baltimore residents through education that leads to rewarding careers, making her a perfect fit at The Maryland Center for Hospitality Training.

Chris Riehl - Facilitator/Instructor

Chris Riehl is a dynamic instructor whose enthusiasm for Baltimore is matched by his enthusiasm for our students. He considers it a privilege to be part of their journey and learn their stories. It’s the love of story, place, and people that makes Chris an ideal instructor. He loves promoting Baltimore and sharing its stories with the world, and the training sessions he leads for the Maryland Center for Hospitality Training become places where participants connect their personal story with a bigger one.

With experience in the Hospitality and Tourism industry - the owner of Rent-A-Tour and former chair of Maryland Tourism Coalition and the Baltimore Tourism Association - Chris has a thorough appreciation of the role relationship building plays in business and personal success. His years teaching at University of Maryland, Eastern Shore increased his understanding of how to use his love of story to teach others.

Daphne Mayo - Employment Specialist

Daphne Mayo’s experience in HR strategy development and full cycle recruitment gives her comprehensive insight into talent acquisition and workforce planning. She provides personalized guidance, support, and resources to Maryland Center for Hospitality Training clients throughout the employment process. By building relationships and connecting clients with new opportunities, she empowers our clients to achieve their career goals.

A graduate of Morgan State University, Daphne is committed to continuing education, personal and career growth. She focuses on building productive relationships, utilizing the strong interpersonal and communication skills learned during her work within public education, private sector, non-profits, and NGOs. She has proven success at identifying high caliber candidates and placing them in positions where they will thrive.

The opportunity to positively impact lives keeps Daphne motivated. The mother of two daughters and grandmother of four, Daphne deeply understands the importance of encouragement and support to successful learning and growth. She loves connecting people with opportunities, and seeing them succeed.

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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