“Erica provided our reservations team with invaluable insight into the “art of sales”. This has enabled us to develop their skills and refine our sales process leading to higher conversion through improved qualification and closing techniques. For Moving Mountains, a small luxury specialist lodging company, this has been a game changer. The ROI was instantly apparent and we look forward to future opportunities to work with the talented and resourceful GSS team.”

Robin Craigen, President

“The Winter Park Resort Sales Team engaged Guest Service Solutions in a group training targeting sales strategies and closing techniques. Our team tenure ranges from 3 months to 10 years. All of us learned something about each other, how different strategies are best presented with different style communicators, and multiple ways to ask for the closing! The seminar was well worth our investment and Guest Service Solutions tailored the agenda to fit our specific requests. Information was provided well in advance and each or our team members received a personal call from Erica, introducing herself and gauging what each of us expected from the seminar. The team felt they were included in setting the agenda and targeting topics most valuable to them.”

Cindy Harder, Director of Sales

“We were extremely pleased with the training Erica provided for our Ticketing & Guest Services staff.  She really put in the time beforehand to get to know us so that during the training she was able to speak as if she were one of us.  She was energetic and enthusiastic, and knew how to keep the staff engaged.  The combination of theory, activities and role playing was very effective.  The feedback from our staff was overwhelmingly positive, and we can see them incorporating the tools and techniques she introduced.  We look forward to bringing Erica back again next year.”

Jody Roy, Director of Tickets and Guest Services

“VisitPittsburgh has enjoyed a fulfilling working relationship with Erica Kaehly and Guest Service Solutions. The customer service training program that she developed for the Pittsburgh hospitality industry called “PittsburgHosts,” was top notch, creative and fun.  Erica’s experience in the hospitality industry is unparalleled and her ability to immerse herself in an organization and in a project makes her the perfect trainer and partner. If you have guest service needs or concerns or just need a refresher course for employees, Erica has the solution! Hosting the G-20 Summit in Pittsburgh was obviously a once-in-a-lifetime opportunity and Erica was instrumental in helping VisitPittsburgh to train over 1,000 volunteers to greet and assist the visitors from all over the world.”

Colleen Kalchthaler, Tourism and Cultural Heritage Marketing Services Director

“I have been fortunate enough to work with Erica at two different properties doing reservation and sales training. She offers great recommendations on how to get the team to improve and is a very good communicator. I see her as a partner in our sales success. Based on her track record of getting results from the team, she will be doing an on-site training for us this spring.”

Wendy Murray, Director of Sales and Marketing

“I have worked with Erica Kaehly and Guest Service Solutions for about five years now. As I moved from one ski resort to another and from one level of service to a higher level, I couldn’t imagine leaving the training of my employees to anyone other than Erica. This property requires the finest in service and quality standards and Erica exceeded expectations in both areas as she spent two full comprehensive days with each member of my staff.

She created a program completely customized to this property, even incorporating actual guest and owner statistics as she worked with my employees. They were beyond pleased- no one had ever done that for them before. And she didn’t stop there. She helped to develop a full program that encourages the ongoing use of the training provided- talk about bang for my buck!

Erica demonstrates the utmost in professionalism, personalized knowledge and passion. I would never hesitate to recommend her to a hospitality professional wishing for growth and development at all levels.”

Sarah Bay, General Manager

“Erica makes effective use of training sessions to motivate and train leisure sales agents. Her continuous support before and after her training sessions creates continuous sales growth. She is very creative and excels in obtaining results.”

Oz Soykok, Director of Rooms

“Erica captured an audience of all age groups and positions; used humor very effectively; and motivated without it coming off forced or contrived. Most importantly, she was able to seamlessly blend our company Culture and Standards into the presentations to the effect that it seemed that she worked at our resort!”

Derrick Swing, Former Director of Training and Development

“The Deer Valley Resort Sales team has had the privilege of working with Erica and the Guest Service Solutions group for two years now. We have found that their preparation, process and follow through have resulted in positive measurable results that translate to increased sales. Erica and her team’s understanding of our industry and brand have allowed us to better articulate to our guests and clients what we refer to as “The Deer Valley Difference.”

Dirk Beal, Director of Sales

“Erica Kaehly and Guest Service Solutions have been instrumental in coaching our sales team to increase conversion and grow revenue. Last year our conversion increased 3 percentage points while the aggregate rate for our competitors remained stagnant. More importantly, our monthly conversion increased each month throughout the season in response to Erica’s coaching. Preliminary results point to similar successes this year.

Erica has a very personal style quickly gains the confidence and respect of each new hire. Our managers feel as though Erica is a member of the team. Although very friendly, Erica has high expectations and will push the team to achieve top results.”

Jeff Moffett, Director of Crested Butte Vacations

“Erica did a fantastic job with our entire group. She was extremely organized and kept all of us on task. I would recommend her facilitaion and seminar to everyone.”

Jeremy Curran, President

“The professionalism, diligence and communication techniques used by the Guest Service Solutions team were remarkable, and created a unique and valuable learning experience for each employee. We continue to receive positive feedback from our Employee Partners and enhanced performance from their experiences. We look forward to continued success and working with your team in the future.”

Matthew Chriscoe, Rooms Division Manager

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