Erica Kaehly
PRESIDENT
Erica is the founder of Guest Service Solutions, a renowned hospitality consultancy for the past 20 years, dedicated to transforming the guest experience with an unparalleled blend of high-touch personalization and cutting-edge technology.
Her work is driven by a singular mission: to inspire and equip hospitality leaders to deliver exceptional, meaningful guest experiences in a rapidly changing world.
With over 30 years of expertise in the luxury and independent hospitality sector, Erica has become a visionary leader who understands the delicate balance between timeless service and innovative solutions.
Over the past two years, Erica has faced one of her greatest personal challenges—battling cancer. This journey has only deepened her belief that meaningful experiences, both personal and professional, are more precious than ever. It has taught her that every moment counts, and this perspective now drives her work with even greater passion and purpose.
Her deep passion for hospitality has inspired her to collaborate with more than 100 luxury hotels, resorts, and service organizations worldwide, shaping the future of guest experiences through strategic guidance in reservations, lodging, dining, and spa operations. Erica’s approach is not just about enhancing service; it’s about crafting unforgettable moments that exceed expectations and foster lasting connections. She believes that in today’s tech-driven world, true luxury lies in the ability to deliver deeply personalized experiences—where every detail is curated to perfection, and every guest feels valued.
A sought-after keynote speaker, trainer, and subject matter expert, Erica’s wisdom and insights are helping redefine service excellence across the globe. Her extensive background includes launching service-driven initiatives that have earned prestigious accolades and industry recognition, while her hands-on approach continues to inspire both emerging and seasoned leaders in hospitality.
Darcie Milazzo
President, Penn Cannon Group, Facilitator, Leadership Coach
Darcie Milazzo is a leadership development expert, executive coach, and founder of the Penn Cannon Group. With 25 years of experience, she empowers leaders to inspire, innovate, and drive transformative change. Darcie believes in helping her clients unlock their unique potential to make an extraordinary impact.
Previously, Darcie served as Associate Dean for Strategic Initiatives at Georgetown University, where she led organizational change and managed executive education programs. She holds a Master’s degree from the University of Michigan, along with certifications in Organization Development and Leadership Coaching from Georgetown University, and is a Professional Certified Coach (PCC) through the International Coach Federation.
Passionate about art, beauty, and eco-fashion, Darcie supports sustainable and ethical fashion initiatives. She lives in Pittsburgh with her husband, Matthew, and their two sons.
Maureen McNamara
Facilitator, Performance Coach, Leadership Coach
Maureen is a dynamic coach and hospitality expert known for her clarity, passion, and transformative impact. With an intense yet hypnotic energy, she guides her clients to breakthrough moments, helping them achieve unprecedented clarity and growth. Maureen’s goal is to create interactive, engaging learning experiences that inspire hospitality professionals to infuse passion into their work and daily lives.
As a former Dale Carnegie Instructor and a professionally trained coach with the Coaches Training Institute, Maureen has a talent for involving teams in a memorable learning process that ensures lasting skills. She’s a master at turning training sessions into vibrant, party-like experiences that leave teams energized and ready to excel.
Mary Foltz
Guest Service Expert, Performance Coach, Leadership Coach
Mary Foltz is South Jersey’s leading customer service consultant and the founder of Service Counts! Since 2005, Mary has helped businesses elevate their customer experience through customized training in customer service, leadership development, team building, and change management. She has worked across diverse industries, providing services such as guest experience evaluations, manager retreats, and team-building seminars. In partnership with the Cape May County Chamber of Commerce, she developed the ‘Serving Dreams in 2016’ program, delivering customer service training county-wide.
Mary’s background includes roles with Hershey Entertainment & Resorts, The Disney Institute, Marriott, Sheraton, and Olive Garden, where she honed her expertise in guest satisfaction, program design, and training. A passionate advocate for exceptional service, Mary has also served in various leadership roles, including on the boards of the Lebanon Valley Chamber of Commerce and the Lebanon County Tourism Promotion Agency.