Kathleen Key
Lake Charles
Summary
Detail-oriented professional with expertise in dispatch operations and guest services. Proven ability to lead teams and enhance operational efficiency, resulting in improved guest satisfaction. Strong attention to detail ensures streamlined processes and effective service delivery.
Overview
28
28
years of professional experience
Work History
Housekeeping Dispatcher
L'Auberge Casino Resort Lake Charles
Lake Charles
11.2025 - Current
- Answer, log, and resolve guest calls, requests, and concerns effectively.
- Direct housekeeping, maintenance, and security staff to specific tasks or locations.
- Monitor job completion using Property Management Systems or logbooks.
- Monitor, report, and act on safety, security, or maintenance issues.
- Oversaw communications within assigned territories.
- Set schedules, implemented new policies, and worked with managers to optimize operational procedures and establish clear objectives.
- Relayed work orders, messages or information using telephones or two-way radios.
- Recorded and maintained files or records of customer requests, work or services performed.
- Documented services performed, operations information, and dispatch details in system.
- Monitored the status of guest rooms to ensure that all requests are fulfilled in a timely manner.
- Tracked the progress of housekeeping staff throughout the day using computer software programs.
- Assigned daily tasks to housekeeping personnel based on occupancy levels and special requests.
- Resolved customer complaints promptly and courteously when needed.
- Communicated effectively with supervisors regarding any issues or changes in staffing needs.
- Coordinated with other departments such as engineering, front desk and security to ensure smooth operations.
- Answered incoming calls from housekeeping staff, guests and other departments to provide information and assistance.
- Assisted with conflict resolution among housekeeping team members.
- Oversaw daily workflow to ensure efficient housekeeping operations.
- Scheduled cleaning tasks based on guest check-ins and requests.
- Managed communication between housekeeping and maintenance departments.
Guest Room Inspector
L'Auberge Casino Resort Lake Charles
Lake Charles
12.2023 - Current
- Inspected guest rooms for cleanliness and adherence to quality standards.
- Coordinated with housekeeping staff to address room deficiencies promptly.
- Trained new team members on inspection protocols and quality expectations.
- Documented inspection findings and reported issues to management daily.
- Ensured compliance with health and safety regulations during inspections.
- Communicated effectively with guests regarding room readiness and concerns.
- Taught cleaning procedures to housekeeping staff.
- Maintained business cleanliness protocols by inspecting guest rooms.
- Checked quality of guest room restocking by reviewing toiletries, amenities, and furnishings.
- Checked all doors, windows, walls, floors and ceilings for signs of wear or damage.
- Responded promptly to customer complaints related to room conditions or services provided.
- Assisted guests with requests by communicating with other team members.
- Followed strict protocols regarding key control procedures when entering guest rooms.
- Ensured room amenities such as furniture, bedding, linens, and appliances are in working order.
- Adhered to all corporate policies and procedures while carrying out duties.
- Collaborated with other departments such as Housekeeping and Maintenance to ensure efficient operations.
- Reported any damages or maintenance needs to the appropriate personnel.
- Maintained a professional demeanor when dealing with guests and team members alike.
- Provided feedback on service performance issues to management staff when needed.
- Supervised and supported housekeeping personnel to maximize quality of service and performance.
- Explained goals and expectations required of trainees.
- Reported damage or theft of hotel property to management.
Guest Room Attendant
L'Auberge Casino Resort Lake Charles
Lake Charles
08.2023 - Current
- Cleaned guest rooms thoroughly and efficiently for optimal guest satisfaction.
- Replenished supplies such as linens, toiletries, and towels regularly.
- Ensured guest rooms were clean and comfortable, changed linen and restocked amenities.
- Cleaned bathrooms including sinks, showers and tubs, toilets and floors.
- Vacuumed carpets and dusted furniture in each guest room prior to checkout.
- Disinfected surfaces regularly using appropriate cleaning materials.
- Locked guest rooms after performing housekeeping services and maintained complete security.
- Replenished bathroom supplies such as towels, soaps, shampoos and conditioners.
- Cleaned closets and door tracks in guest rooms to remove dust and debris.
- Managed linen cart by keeping neat and organized.
- Maintained a professional appearance while on duty by adhering to uniform standards.
- Assisted with special requests from VIP guests when needed.
- Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Replaced sheets and pillowcases daily and used hospitality corners on beds to provide comfort for guests.
- Rendered detailed and timely cleaning services while working in fast-paced environment with multiple interruptions.
Cashier/ Customer service
Nelson's Donuts
Lake Charles
08.2020 - 07.2023
- Processed customer transactions accurately and efficiently.
- Managed cash register, balancing drawer at shift end.
- Assisted customers with product selections and inquiries.
- Maintained cleanliness and organization of the store environment.
- Handled customer complaints with patience and professionalism.
- Collaborated with team members to ensure smooth operations.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Accepted cash and credit card payments, issued receipts and provided change.
- Greeted customers and answered any questions they had about the store's products and services.
- Performed other duties as assigned by management.
- Stocked shelves with merchandise when needed.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Used suggestive selling techniques to promote add-on sales.
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
Housekeeper
Kingsley Place
Lake Charles
03.2010 - 04.2011
- Maintained cleanliness of resident rooms and common areas.
- Organized cleaning supplies and equipment for efficient access.
- Collaborated with staff to address resident needs promptly.
- Followed protocols for sanitizing high-touch surfaces regularly.
- Cleaned bathrooms, including toilets, tubs, showers and sinks.
- Swept and mopped floors, vacuumed carpets and rugs, dusted furniture, wiped down surfaces.
- Changed bed linens and towels, tidied up rooms.
- Vacuumed floors and dusted furniture to maintain organized, professional appearance.
- Used cleaning chemicals following proper guidelines.
- Emptied trash receptacles throughout the property.
- Cleaned building floors by sweeping, mopping and scrubbing.
- Stocked amenities such as soap, shampoo and toilet paper in guest rooms.
- Disinfected telephones, light switches and other frequently touched objects.
- Used appropriate personal protective equipment and supplies when handling hazardous waste or chemicals.
- Emptied wastebaskets and disposed of soiled linens in guest rooms to reduce spread of germs and enhance freshness.
- Maintained clean floors throughout property by sweeping, scrubbing and waxing.
- Dusted and polished fixtures and cabinet hardware to maintain sparkling appearance.
- Swept and damp-mopped private stairways and hallways.
Stay at Home Parent
Self-employeed
Lake Charles
05.2002 - 03.2010
- Managed daily schedules and routines for multiple children.
- Organized educational activities and learning experiences at home.
- Coordinated meal planning and preparation for family nutrition.
Dietary Aide
Resthaven Nursing & Rehabilitation Center
Lake Charles
06.1999 - 05.2002
- Assisted in serving meals to residents in dining areas and individual rooms.
- Maintained cleanliness and organization of kitchen and dining areas daily.
- Collaborated with nursing staff to ensure dietary needs were met for residents.
- Monitored food inventory levels and reported shortages to management promptly.
- Followed safety protocols for food handling and sanitation during meal preparation.
- Set up trays and food service carts to deliver food to residents.
- Performed general cleaning duties such as sweeping floors, washing dishes, wiping countertops.
- Served food and snacks according to planned menu and patients' diet orders.
- Cleaned and sanitized kitchen equipment and surfaces.
- Prepared and served meals according to dietary guidelines.
- Stocked supplies in dining areas as needed.
- Informed supervisor about any changes in patient's dietary needs or preferences.
- Worked closely with dietitians to ensure proper nutrition for each resident and patient.
- Assisted patients with special needs to eat meals, providing kindness and patience.
- Monitored expiration dates on products and disposed of any spoiled or expired foods.
- Gathered soiled tablecloths and dietary linens and delivered to laundry.
- Operated kitchen equipment safely and efficiently.
- Maintained clean and orderly appearance throughout kitchen and dining area.
- Wiped down tables and removed trash and dirty plates to provide clean, welcoming dining environment.
Laundry Aide
Resthaven Nursing & Rehabilitation Center
Lake Charles
10.1999 - 03.2002
- Sorted and organized residents' laundry efficiently for timely distribution.
- Maintained cleanliness of laundry area to ensure a safe working environment.
- Collaborated with nursing staff to prioritize laundry needs for residents.
- Inspected linens for damage and reported issues to appropriate personnel.
- Unloaded and folded clean laundry from dryers and stored in appropriate areas.
- Assisted in loading and unloading large amounts of laundry into machines.
- Maintained cleanliness of laundry area by sweeping floors, wiping down machines and organizing supplies.
- Checked each item after it has been dried for any wrinkles or damages before folding them up.
- Transported laundry in carts and sorted dirty items by load type.
- Transported washed items in carts to dryers, loading into dryers and setting drying time and temperature.
Housekeeper
Resthaven Nursing & Rehabilitation Center
Lake Charles
09.1999 - 09.2000
- Maintained cleanliness of resident rooms and common areas.
- Collaborated with staff to address resident needs promptly.
- Cleaned bathrooms, including toilets, tubs, showers and sinks.
- Swept and mopped floors, vacuumed carpets and rugs, dusted furniture, wiped down surfaces.
- Changed bed linens and towels, tidied up rooms.
- Vacuumed floors and dusted furniture to maintain organized, professional appearance.
- Emptied trash receptacles throughout the property.
- Interacted pleasantly with clients and guests when performing daily duties.
- Cleaned building floors by sweeping, mopping and scrubbing.
- Used appropriate personal protective equipment and supplies when handling hazardous waste or chemicals.
- Swept and damp-mopped private stairways and hallways.
Ward Clerk
Resthaven Nursing & Rehabilitation Center
Lake Charles
06.1998 - 09.2000
- Coordinated communication between healthcare staff and families for optimal care.
- Organized medical records and files to ensure easy access for staff.
- Scheduled patient appointments and transportation for necessary visits.
- Managed patient admission and discharge processes for efficient workflow.
- Supported nursing staff with clerical tasks to enhance patient care efficiency.
- Maintained confidentiality of patient information in compliance with regulations.
- Responsible for greeting visitors, answering phones and providing general information.
- Maintained patient records including medical histories, test results, medication lists and other related information.
- Performed clerical duties such as typing, data entry, scanning and filing documents.
- Managed daily operations of the ward including ensuring that all necessary equipment was available.
- Collected paperwork for patients, nurses, and physicians.
- Assisted in organizing admissions paperwork for new patients admitted to the facility.
- Organized and maintained filing system for medical records and documents.
- Completed charts, staffing sheets, and other documentation.
- Provided support during emergency situations by contacting appropriate personnel or departments as needed.
- Entered current information into records system and printed documents for appointments, files, and patient use.
- Answered phone calls to provide assistance, information, and medical personnel access.
- Provided patient information to facilitate timely admissions and discharges.
- Assisted in patient admission and discharge processes, ensuring smooth transitions.
Education
High School Diploma -
ParkView High School
Sulphur, LA05-2022
Skills
- Dispatch operations and protocols
- Customer service and support
- Effective communication skills
- Time management and multitasking
- Attention to detail
- Staff training and development
- Reliability and dependability
- Paperwork processing and record maintenance
- Guest services and relations
- Team leadership and collaboration
Accomplishments
- Penn Team Member of the Quarter
- Emerging Leaders Program (ELP)
Timeline
Housekeeping Dispatcher
L'Auberge Casino Resort Lake Charles
11.2025 - Current
Guest Room Inspector
L'Auberge Casino Resort Lake Charles
12.2023 - Current
Guest Room Attendant
L'Auberge Casino Resort Lake Charles
08.2023 - Current
Cashier/ Customer service
Nelson's Donuts
08.2020 - 07.2023
Housekeeper
Kingsley Place
03.2010 - 04.2011
Stay at Home Parent
Self-employeed
05.2002 - 03.2010
Laundry Aide
Resthaven Nursing & Rehabilitation Center
10.1999 - 03.2002
Housekeeper
Resthaven Nursing & Rehabilitation Center
09.1999 - 09.2000
Dietary Aide
Resthaven Nursing & Rehabilitation Center
06.1999 - 05.2002
Ward Clerk
Resthaven Nursing & Rehabilitation Center
06.1998 - 09.2000
High School Diploma -
ParkView High School