Editorial Board   

Mr. Haynie, SR.

Michael Haynie, SR.

President, Parkway Hospitality Management

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. Prior to launching his own hotel management enterprise, Mr. Haynie served as the Vice-President and Managing Director of Baltimore's Tremonts 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 Tremonts 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 port folio, 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, SR. can be contacted at 443-604-3835 or mhaynie@parkwaymgt.com

Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.