Erica Kaehly
PRESIDENT
Erica is the President of Guest Service Solutions, a hospitality consultant, subject matter expert, keynote speaker, and trainer with over 30 years of experience in the upscale independent sector. Her passion for elevating the guest experience led her to establish Guest Service Solutions in 2004. Since then, she has collaborated with over 100 upscale hotels, resorts, restaurants, and service organizations worldwide, specializing in central reservations, lodging, food and beverage, and spa operations.
Previously, Erica served as Vice President at Hannah Marketing Group, where she launched its “Service Strategies” division, and as Director of Training at The Hotel Hershey, helping the hotel earn its prestigious fourth Mobil star (now Forbes). A graduate of Penn State, her industry experience also includes leadership roles at Hershey Entertainment & Resorts, Chart House Enterprises, and various food and beverage outlets.
Erica is a board member for VisitPittsburgh and an Advisory Board member of Pittsburgh Technical College. Based in Pittsburgh with her husband and two children, she enjoys traveling, cooking, playing guitar, hiking, skiing, and CrossFit.
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.