Cristen Pensa
Waikoloa
Summary
Professional in guest services, equipped with strong ability to communicate effectively and handle diverse customer needs. Known for fostering collaborative team environment and adapting to changing circumstances to achieve goals. Expertise in conflict resolution, problem-solving, and delivering exceptional service. Highly reliable and focused on creating positive guest experiences.
Overview
2027
2027
years of professional experience
Work History
Guest Relations Agent
Mauna Loa Helicopters
Kailua-Kona, HI
04.2025 - Current
- Assisted guests with inquiries and provided information on helicopter tours and services.
- Coordinated scheduling for helicopter flights and managed guest reservations efficiently.
- Ensured compliance with safety protocols and maintained cleanliness in the reception area.
- Facilitated smooth check-in and check-out processes for guests, enhancing overall experience.
- Addressed guest concerns promptly, resolving issues to ensure satisfaction during visits.
- Collaborated with pilots to relay important information regarding flight operations and schedules.
- Developed knowledge of local attractions to provide recommendations tailored to guest interests.
Restaurant Bar Manager
Sansei Seafood And Sushi Bar
Waikoloa, HI
2023 - 2025
- Supervised bar operations to ensure compliance with health and safety regulations.
- Trained and mentored staff on cocktail preparation and customer service standards.
- Managed inventory control, optimizing stock levels to reduce waste and improve efficiency.
- Collaborated with kitchen staff to ensure seamless service during high-volume periods.
- Managed cash handling procedures including daily reconciliation reports, bank deposits, and accurate record-keeping practices for financial accountability.
- Established rapport with patrons through personalized service that consistently exceeded expectations resulting in repeat business.
- Enhanced guest experience with meticulous attention to detail in bar setup, presentation, and drink preparation.
- Resolved customer complaints professionally and effectively ensuring their satisfaction while preserving company reputation.
- Increased revenue by optimizing pricing strategies, offering seasonal specials, and upselling premium products.
Retail Supervisor
Honolua Surf Co.
Waikoloa, HI
2022 - 2024
- Supervised daily operations and ensured compliance with company policies.
- Trained and mentored new staff on sales techniques and customer service excellence.
- Managed inventory levels, conducted stock audits, and coordinated restocking efforts.
- Enhanced visual merchandising standards to elevate store presentation and customer appeal.
- Assisted customers in locating products and making informed purchasing decisions based on their needs and preferences.
- Trained new employees on store policies, procedures, and sales techniques to enhance their performance.
- Enhanced store appearance with regular maintenance, cleaning, and organization of merchandise areas.
- Collaborated with management to develop sales goals and strategies that aligned with company objectives.
- Created timely and accurate inventory, cash and production reports for senior managers.
Bartender
Ruths Chris Steakhouse
Waikoloa, HI
2018 - 2020
- Managed cash register operations, processing payments accurately and efficiently.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
Restaurant Manager/Owner/Operator
Villa Paul Restaurant
Hampton Bays, NY
1999 - 2018
- Supervised daily restaurant operations to ensure high-quality service and customer satisfaction.
- Trained and mentored staff on best practices for food safety and hygiene standards.
- Managed inventory levels, reducing waste through effective stock control methods.
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Ensured compliance with local health department regulations through regular staff training sessions and facility inspections.
- Coordinated catering services for private events, delivering memorable experiences while maximizing profits.
- Established strong relationships with local suppliers to secure competitive pricing on quality ingredients without sacrificing taste or presentation.
- Maintained meticulous financial records, enabling accurate budgeting and financial planning.
Education
Business
Nova Southeastern University
Davie, FLSkills
- Exceptional communication
- Adaptability and flexibility
- Detail-oriented
- Guest relations
- Time management abilities
- Professional demeanor
- Sightseeing tours
- Attentive and accommodating
- Reliable and dependable
- Concierge services
- Teamwork and collaboration
Timeline
Guest Relations Agent
Mauna Loa Helicopters
04.2025 - Current
Restaurant Bar Manager
Sansei Seafood And Sushi Bar
2023 - 2025
Retail Supervisor
Honolua Surf Co.
2022 - 2024
Bartender
Ruths Chris Steakhouse
2018 - 2020
Restaurant Manager/Owner/Operator
Villa Paul Restaurant
1999 - 2018
Business
Nova Southeastern University