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

2 MORE DAYS!!! Reserve your seat for our July Green Room event, "Five Star Service in a Three Star World." You've got questions, we've got answers...See you in the Green Room! ... See MoreSee Less

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Life is full of choices, and our guests have PLENTY of them!!!
Delivering exceptional service will make your facility stand above the rest!

Join us in the #GreenRoom July 20th for, "Five Star Service in a Three Star World" to learn the secrets of a five-star operation from an expert! #GuestServiceSolutions will host special guest speaker Jayne Griswold, President, Griswold Hospitality Partners. Former Executive Vice President, Forbes Travel Guide.

Seats are limited, reserve yours today!
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YOU the professional, are what makes 5 Star Service possible even in a 3 or 4 star world!
YOU demonstrate intuitive, thoughtful and anticipatory service! YOU exceed expectations! YOU are the one who gives the guest something they need before they ask for it! YOU not only provide dinner reservations and driving directions, but call ahead to ensure you get the restaurant’s best table! YOU notice the guest seems to have a cold and send hot tea, tissues and an extra blanket to their room! YOU record a guests preferences to create a seamless experience!
YOU are always making efforts to perfect your art of hospitality!
For all of these reasons and many more, I applaud you!!! Take pride in what you do, no matter where you are, and the service YOU deliver will ALWAYS be 5 Star.
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"For Guest Service that aspires to be as great as its surroundings."