“Guest Service Solutions has been the perfect partner both before MOLLIE’s opening and beyond. The GSS team played a key role in shaping MOLLIE’s culture, positional training curriculum, and leadership development program. Their collaborative, constructive approach made building a values-driven program seamless. From planning to implementation, their meticulous attention to detail ensured every aspect was customized to our needs. What stands out most is their genuine care for our team’s growth—they went above and beyond to support us at every step. With Guest Service Solutions, we’ve built a foundation for lasting success.”

- Austin Luckett | Staff Member

"I just wanted to write and let you know that tomorrow, 10/23, is my last official (bittersweet) day as an Ambassador Agent here at Mollie. I'm mostly writing to thank you for all your empowerment and encouragement during my time spent with you and GSS. I think your job is one of the coolest jobs I have ever been able to learn under and participate in --- and while my decision to leave wasn't an easy one, the skills I learned from you and your team have empowered me to work on finding the right path for myself, something that I truly love. I admire how you've built such an amazing company by yourself, what you provide is essential to the hospitality industry."

- Elizabeth Duran | Ambassador Agent at Mollie

"I am pleased to recommend Guest Service Solutions. I have worked with them directly and have seen the exceptional value they bring to hospitality businesses. Their team consistently provides thorough and insightful evaluations that help elevate the guest experience and identify actionable areas for improvement.

Guest Service Solutions has a keen eye for detail and evaluates all aspects of the guest journey from the reservation process to check-in and accommodations and service quality. Their reports are comprehensive yet clear, making it easy for our team to implement their suggestions effectively. They not only identify areas of improvement but also offer creative recommendations that help differentiate our property.

Additionally, Guest Service Solutions handles all evaluations with professionalism and confidentiality. They communicate their findings in a constructive manner, which fosters a productive relationship and has allowed us to make impactful changes across our operations. For any organization seeking to enhance its guest experience and set a higher standard of service, I highly recommend Guest Service Solutions. Their expertise and commitment to quality are invaluable."

- Frank Alvarez | Resident Manager/Director of Sales

"Working with Guest Service Solutions has been transformative for our team. Before partnering with them, we struggled to maintain a high level of guest service and effective service recovery. Erica and Maureen’s training has made a lasting impact—from guest service workshops to MOD recovery tactics and presentation skills for our leaders to sales tactics our reservation agents. The planning process for each training is always smooth and their professionalism and tailored approach continues to exceed our expectations. We’re grateful for this partnership and highly recommend Guest Service Solutions to anyone looking to elevate their team’s performance."

-Michelle Frederick | Vice President of Lodging | Big Sky Resort

"I have had the pleasure of working with Erica Kaehly and her team for many years, and their expertise in guest service and hospitality training is second to none.  Erika consistently delivers high-quality training that is not only informative but also engaging and practical. What sets Erica and her team apart is their deep understanding of the industry and the ability to tailor training to the unique needs of each team. The improvements in our staff’s service standards and overall guest experience have been measurable.

Erica’s passion for hospitality and commitment to excellence shines through in every session. I highly recommend Erica to any organization looking to elevate their guest service and hospitality standards."

- Barb Rooney| Senior Vice President | Lodging, Spa, and Owner Services

"As a rapidly growing nonprofit organization with many different branches, initiatives, and programs, Rivers of Steel sought to forge all aspects of their organization together to create a more cohesive brand and message. We knew we needed an outside perspective to do this, and Erica Kaehly and her team stepped up to the plate. They were dedicated, thoughtful, and thorough in their approach. They took time not only to get to know the organization as a whole but also to learn about many management team members as individuals. They took what they learned and created a multi-step program for implementation. I had the opportunity to attend each session we presented to our team. Erica was energetic, engaging, and passionate about helping us reach our goals. As we continue to grow, I have no doubt we will continue to use and refine the skills we gained during each of these programs."

- Jaimie Hanson | Manager of Tourism

"Since the fall of 2015, Erica Kaehly has been working with the Breckenridge Tourism Office for the purpose of developing and implementing Guest Service practices for the business community of Breckenridge. Erica has been instrumental in developing our One Breckenridge Guest Service Standards and training modules.

Our Guest Service Influencer Training program trains trainers who return to their respective businesses to design, implement and train members of their own organizations. Erica designed the training program and has performed 10 sessions over the past 4.5 years. Each session has received great reviews and has earned Erica a special place in the Breckenridge Community. Among this group of Influencers, we have been able to develop a team of trainers who volunteer in the community to perform our front-line training program we call Service Champion Training.

Erica has been a pleasure to work with and her commitment to our success is evident in every call, planning session and training session. A testament to the success of our programs is reflected in our consumer research that indicates year-over-year improvement in our service level ratings, meeting expectations and our net promoter score for likelihood to recommend Breckenridge as a travel destination.

 I would recommend Erica Kaehly & Guest Service Solutions be given your highest consideration for engagement for future business relationships."

- Bill Wishowski, Director of Operations for the Breckenridge Tourism Office

"We have had the great pleasure to work with Erica on numerous occasions and can recommend her highly as an expert in her field. Over the past 10 years, we have completed a number of great training courses with Erica working with our reservations team. Her insight and fun approach to training has definitely been a huge part of our success and we would recommend her without hesitation."

- Robin Craigen, President and CEO

"Erica Kaehly and her team at Guest Service Solutions have dramatically increased conversions and call quality at Deer Valley Lodging Reservations. Combining her onsite training programs with continuous coaching and feedback as created a results-oriented service culture in our call center. Erica has the ability to tailor her program to our specific brand to create an authentic caller experience. The results are undeniable and as a result there is complete buy in from the Vacation Planners to the management team."

- Dirk Beal, Director of Sales, Deer Valley Resort

"Erica is a consummate professional who is able to engage her audiences with presentations that are both interactive and informative. Our organization’s long-standing partnership with Guest Service Solutions has helped ensure that our city’s front-line employees successfully uphold Pittsburgh’s reputation as a friendly, welcoming destination."

Scott Hershberger; Director, Tourism Services; VisitPITTSBURGH 

"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, Former Tourism and Cultural Heritage Marketing Services Director

"As a Director of Operations that oversees luxury vacation rental properties, a large-scale condo hotel, and several fractional ownership Associations, I rely on sales and guest service training professionals to augment our own educational regimen. With such a varied portfolio of property types, a one-size-fits-all approach to sales and guest service training would not be valuable. Erica Kaehly and her team are thorough in the discovery process, tailoring each training presentation to the specific and varied needs of that particular hospitality product or service. They are able to identify individual agents’ strengths and weaknesses, help those individuals build upon what they do well, and recognize and improve upon their shortcomings. The Guest Service Solutions Team creates programming that allows managers and supervisors to continually coach their agents for growth, so that improvements in efficiencies and effectiveness occur well after the training sessions end.

Under constant economic pressure in this industry, there is always a temptation to cut funding for sales and service training to improve the bottom line. However, threats to our market share from new entrants and technological advances in the industry are always looming, so we believe it more prudent to commit funding to sales and guest service training on a regular basis so that we can stay one step ahead of the competition. Because of our measurable past successes with Erica and the Guest Service Solutions Team, we will continue to utilize their services in this coming year and beyond."

Jeff Andrews, Director of Operations, Vail Mountain Lodging

"As a Director of Operations that oversees luxury vacation rental properties, a large-scale condo hotel, and several fractional ownership Associations, I rely on sales and guest service training professionals to augment our own educational regimen. With such a varied portfolio of property types, a one-size-fits-all approach to sales and guest service training would not be valuable. Erica Kaehly and her team are thorough in the discovery process, tailoring each training presentation to the specific and varied needs of that particular hospitality product or service. They are able to identify individual agents’ strengths and weaknesses, help those individuals build upon what they do well, and recognize and improve upon their shortcomings. The Guest Service Solutions Team creates programming that allows managers and supervisors to continually coach their agents for growth, so that improvements in efficiencies and effectiveness occur well after the training sessions end.

Under constant economic pressure in this industry, there is always a temptation to cut funding for sales and service training to improve the bottom line. However, threats to our market share from new entrants and technological advances in the industry are always looming, so we believe it more prudent to commit funding to sales and guest service training on a regular basis so that we can stay one step ahead of the competition. Because of our measurable past successes with Erica and the Guest Service Solutions Team, we will continue to utilize their services in this coming year and beyond."

Jeff Andrews, Director of Operations, Vail Mountain Lodging

"Scott Brewton, General Manager, Pinehurst Resort has worked with Erica Kaehly for the past 8 years in the guest service training area. Erica has previously worked in the Hospitality business and this enables her to relate well to our various staff members. Based on her enthusiasm and the comments from the management team, we are always looking for additional areas that Erica can assist us with.

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."

Matt Chriscoe, Rooms Division Manager, Pinehurst Resort

"Erica Kaehly’s training sessions are truly inspirational, invigorating and most of all educational.  I have had the pleasure of working with Erica for several years, planning numerous training events for our staff members here at Pinehurst Resort. I walk away from each event feeling uplifted and with newfound energy for the operation.  The best part of all is that the training and support does not end when Erica leaves property and goes home, she is always available to provide advice and encouragement.  Pinehurst Resort has found a great partnership with Erica and Guest Service Solutions."

Laura Bailey, Carolina Fine Dining Operations Manager

"Erica was the first training manager in the company at the Hotel Hershey. She was the initiator and implementor of EI's Performance Plus Training Program in a highly successful manner. The success resulted in the Four Mobil Star Award for the first in the 65+ year history of the Hotel Hershey (1998) I always kept in touch with Erica and I would hire her in a heartbeat as a training consultant/manager. She is very in touch with reality and is extremely talented in delivering the message AND it will stick!"

- Maarten van Wijk GM Hotel Hershey 1996 - 2002