Our Clients Speak For Us…

“I have been fortunate to attend many management training sessions during the 20+ years of my career, but I must say Guest Service Solutions/Erica Kaehly’s hospitality and guest recovery sessions were truly extraordinary. Erica gets the group fully engaged with her sense of humor and contagious, high energy. She does her homework and understands exactly what challenges a team is encountering and then finds lighthearted and friendly, yet direct, ways to address each. Participants are encouraged to problem-solve, get creative and offer guests a service level that’s skyrocketing beyond basic empathy and hospitality. Nothing about Guest Service Solutions is “out of a box” – it’s custom and personal and a whole lot of learning seamlessly intermingled with a whole lot of laughing. I couldn’t recommend this team and program more.” Nicole Reitter, Director of Sales & Marketing, Tahoe Mountain Lodging

“Big Sky Resort has been working with Guest Service Solutions and Erica Kaehly for many years. And although we bring them back annually to further our skills in understanding our guests and effective selling, she always finds a way to keep the training fresh, new and on point. She understands the hospitality and resort business exceptionally well. We have had success with their guest recovery training as well. “ Barb Rooney, Senior VP Lodging, Spa and Owner Services, Big Sky Resort

“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 measureable 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

“Erica Kaehly and her team at Guest Service Solutions have dramatically increased conversions and call quality at Deer Valley Lodging Reservations. Combining her on site 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
“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
visitpittsburgh logo “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