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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.

David Evans - Legal Counsel

Chris Riehl - Owner, Rent-A-Tour

Brigit Molony - Administrative Assistant

Natalie West-Makel - Lead Facilitator

Myra Haynie - Director of Training

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

Etiquette/Professionalism

  • 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.

Training

Contact Us

  • (800) 719-4190

  • P.O. Box 8693, Elkridge MD 21075

  • Monday - Friday: 9am to 7pm

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