KATHERINE PENCKA
LONGHORN STEAKHOUSE
Rockledge,FL
24
years of professional experience
Service-driven Hospitality Specialist with over 20 years of experience delivering service recovery, and operational efficiency across fast-paced environments. Leveraged enterprise and AI tools to streamline administrative workflows, enhance guest communications, and maintain operational standards while sustaining service recovery performance in high-volume hospitality operations.
Work History
Guest Relations Specialist / Consumer Insights
4 Years 4 Months- Serve as a primary corporate point of contact for guest feedback, inquiries, and high-level service recovery, protecting and enhancing overall brand reputation.
- Utilize AI productivity software, including Microsoft Copilot, to draft, summarize, and refine high-volume guest communications and executive summaries with speed and precision.
- Analyzed consumer trends using enterprise platforms including Dynamics 365, Khoros, Astute Business Track, and MicroStrategy while logging inquiries and optimizing service workflows.
- Collaborate with executive leadership and restaurant management teams to resolve client concerns gracefully while applying sound professional judgment and discretion.
Certified Trainer & Hospitality Specialist / Server
21 Years 7 Months- Serve as a primary corporate point of contact for guest feedback, inquiries, and high-level service recovery, protecting and enhancing overall brand reputation.
- Utilize AI productivity software, including Microsoft Copilot, to draft, summarize, and refine high-volume guest communications and executive summaries with speed and precision.
- Analyzed consumer trends using enterprise platforms including Dynamics 365, Khoros, Astute Business Track, and MicroStrategy while logging inquiries and optimizing service workflows.
- Collaborate with executive leadership and restaurant management teams to resolve client concerns gracefully while applying sound professional judgment and discretion.
Hostess / Front of House Lead
1 Year 11 Months- Managed front-of-house guest flow, seating arrangements, and initial guest greetings to optimize floor efficiency during high-volume peak hours.
- Supported special community and promotional events, contributing to organized charity operations and community outreach.
Education
Bachelor of Science - Psychology
Associate of Arts - Psychology
Skills
Improved client retention
event execution
and service recovery across guest experience.
Supported stronger operations and leadership coordination through cross-functional collaboration
food safety and quality standards
and team training and mentorship.
Improved workflow optimization and communication drafting through Astute
Dynamics 365
generative AI
Khoros
Microsoft Copilot
MicroStrategy
and MS Office Suite.
Timeline
Guest Relations Specialist / Consumer Insights
DARDEN RESTAURANTS
06.2022 - CurrentRead More
Certified Trainer & Hospitality Specialist / Server
LONGHORN STEAKHOUSE
03.2005 - CurrentRead More
Hostess / Front of House Lead
ROADHOUSE GRILL
04.2003 - 03.2005Read More
Eastern Florida State College
Associate of Arts from Psychology
Read More
University of Central Florida
Bachelor of Science from Psychology
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