Meet the Service Counts! team
Erica Kaehly
After 15 years in the hospitality industry, Erica has gained tremendous breadth across multiple service-driven disciplines including lodging, food and beverage, central reservations and any myiad of guest service arenas. She has served as Vice President of Hannah Marketing Group, a boutique sales and marketing firm in Denver, Colorado, providing Guest Service Training and Consulting for upscale, independent resorts and entire resort destinations throughout the United States. She served as Performance Plus Manager and Resorts Recruiter at Hershey Entertainment and Resorts before that, where she was instrumental in The Hotel Hershey's attainment of its fourth star from Mobil.
Shannon Chambers
Having 13 years experience in hotel and resort operations, Shannon specializes in creating and facilitating customized guest service training and development programs, as well as quantitative performance measurements through property and telephone quality assessments. Shannon has substantial experience in transitioning properties through re-brandings, renovations and openings. She is recognized as an enthusiastic motivator with a versatile skill set that allows for adaptablity in virtually any scenario.
Maureen McNamara
Maureen McNamara is a Speaker, Coach and Facilitator. As the owner of her own company, Dynamic Learning, she has over 16 years of training experience, and has facilitated hundreds of workshops to diverse groups of participants from entry-level employees to executive management.
Maureen’s areas of focus include:
- Selling Ourselves and Our Ideas
- Presenting with Impact
- Train the Trainer
- Program Facilitation
- Great Guest Service
- Calming the Cranky Customer
- Direct Coaching
Maureen has blended her philosophy degree from St. Michael's College with her 16 years of practical field experience to deliver highly interactive and compelling workshops with enthusiasm and humor. As a former Dale Carnegie Instructor and professionally trained coach with Coaches Training Institute, she ensures that each workshop participant is actively involved in their learning process to ensure skills are understood, remembered and used.