About Our Team

Erica Kaehly, President

Erica Kaehly

Guest Experience Engineer is a fitting title for someone who has helped more than 80 upscale, independent hotels, resorts, restaurants, spas and service-related organizations design and implement effective service plans and achieve superior guest satisfaction quantified by measurable results. Erica earned her Bachelor of Science in Hotel, Restaurant and Institutional Management from Pennsylvania State University, with a Minor degree in Spanish, in 1995. As a member of PSHRS (Penn State Hotel and Restaurant Society) she is frequently called upon to speak at classes and mentor college students.

Before her own venture, she served as Vice President of Hannah Marketing Group developing their guest service training and consulting division. She served as Performance Plus Manager and Resorts Recruiter prior to that, where she was instrumental in The Hotel Hershey’s attainment of its fourth start from Mobil.

Erica’s passion for designing and delivering unparalleled guest service excellence inspired Guest Service Solutions in 2004. She is a service consultant, leader and trainer with 24 years of experience in the hospitality industry. She is artful at inspiring teams to reach their fullest potential when strengthening guest engagement, with every guest, every day, every time. When creating events for her partner clients, she engages decades of experience to assemble and guide Guest Service Solutions’ team of experts from multiple service-driven disciplines, including lodging, food and beverage, central reservations, spa, golf and retail.

She is an active associate board member for the Central Reservations Association of Destination Resorts, a proud partner of VisitPittsburgh and .

Erica lives in Pittsburgh, Pennsylvania with her husband Michael, their son Andrew and daughter, Brenna. She loves to learn about people, travel, explore, ski, run, cook and be a vigilante disciple in the art of human relations.

Guest Service Solutions Team

The Guest Service Solutions team contributes to each client through decades of experience across multiple service-driven disciplines including lodging, food and beverage, central reservations, spa, golf and retail. Erica and her team of service specialists have delivered measurable results, time and time again.

Yolanda Martinez

Yolanda Martinez

Yolanda Martinez graduated from High Point University with a B.A. in Communications- Organizational Development and a B.A. in Human Relations-Human Resource Management. With over 10 years of experience in hospitality, sales, and customer service, Yolanda is thrilled to assist our clients in reaching the highest levels of success. She is passionate about working with a team; always finding the most creative approach to engage guests and empower employees.

Originally from Baltimore, MD (Go O’s!) Yolanda currently resides in the Lowcountry of SC with her husband and son. The laid back beach lifestyle, and all of the outdoor activities available at their fingertips keep them busy. From horse back riding to swimming; kayaking to hiking or biking, you can expect this woman to be on the move! Also, true to her hospitality background, she and husband, Sommelier Brian Couey, love to travel, wine tasting and indulging in any new culinary experience.

When working with Yolanda, you can expect to find a true partnership filled with loyalty, fresh perspective and extraordinary service. She believes that smiles are truly contagious and that every day, is a great day to have a great day!

Maureen McNamara, Facilitator, Performance Coach, Leadership Coach

Maureen McNamara

Maureen is a facilitator, speaker and coach with more than 19 years of training experience providing hundreds of workshops to diverse groups of participants from entry-level employees to executive management. She skillfully blends human relations principles with the fast-paced environment of the hospitality industry based on her experience as a former Dale Carnegie instructor and a 13-year training partnership with the National Restaurant Association and the Colorado Restaurant Association.

Maureen’s areas of focus include:

  • Great Guest Service Training
  • Presenting With Impact
  • Train the Trainer
  • Calming the Cranky Client
  • Direct Management Coaching

Maureen delivers highly interactive and compelling workshops with enthusiasm and humor, ensuring each participant is actively involved in the learning process so that skills are understood, remembered and used.

Mystery Shopping

#VIrtualSolution subscribers have received their weekly #FIXvideo about the importance of hospitality neutral body language!
Next week the training will focus on preparing to be present! Oh, and don't forget about our monthly, live, interactive #GreenRoom webinar discussion on Thursday the 28th!
Do you feel like you're missing something here?!
Reach out to #GuestServiceSolutions today to learn more about #TheVirtualSolution, our virtual program that brings training professionals directly to you!
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"For Guest Service that aspires to be as great as its surroundings."