Cassandra Kellner
Dilworth
Summary
Dynamic professional with extensive experience in team leadership and quality assurance. Proven skills in operational risk management and effective communication, leading to improved service delivery and customer satisfaction. Strong commitment to fostering team growth and enhancing operational efficiency.
Overview
17
17
years of professional experience
Work History
Owner/Operator
House Cleaning
Dilworth
01.2016 - Current
- Founded Cassie K Cleaning in 2016, previously known as Lady K's Cleaning.
- Managed daily operations for residential cleaning services, ensuring high standards.
- Developed marketing strategies to enhance revenue and brand visibility.
- Handled customer inquiries and resolved service-related issues efficiently.
- Established pricing structures based on market analytics and trends.
- Cultivated long-term customer relationships through excellent service and engagement.
- Identified operational risks to minimize liabilities and ensure safety.
- Provided leadership support through coaching and mentorship programs.
Head Housekeeping Supervisor
The Residence Inn by Marriott
Fargo
05.2025 - 06.2026
- Supervised housekeeping staff to uphold hotel cleanliness standards.
- Managed inventory of cleaning supplies and equipment for operational efficiency.
- Conducted regular inspections of guest rooms and public areas for quality assurance.
- Trained new team members on housekeeping procedures and safety protocols.
- Coordinated scheduling to optimize staff coverage during peak occupancy periods.
- Resolved guest complaints related to housekeeping services promptly and professionally.
- Collaborated with maintenance team to address facility issues affecting cleanliness.
- Implemented environmentally friendly cleaning methods and supplies.
- Created Deep Clean Protocol and documented them for inspection.
- Created and managed Lost and Found
- Filled in for Laundry and Houseman where needed.
Assistant Head Housekeeper
Four Points Hotel
Fargo
09.2022 - 05.2025
- Supervised housekeeping staff to ensure cleanliness and organization throughout hotel.
- Coordinated daily room inspections to uphold high cleanliness standards.
- Trained new team members on effective cleaning techniques and safety protocols.
- Communicated with departments to address guest requests and concerns promptly.
- Enforced quality control measures to maintain hotel reputation for cleanliness.
- Investigated incidents within department, implementing corrective actions as necessary.
- Analyzed occupancy levels daily to determine optimal staffing requirements.
- Reviewed daily room assignments, ensuring adherence to established cleaning guidelines.
Housekeeper
Travelodge
Moorhead
11.2009 - 01.2016
- Ensured cleanliness in guest rooms and common areas to enhance guest experience.
- Responded promptly to guest requests regarding room conditions to enhance satisfaction.
- Utilized deep-cleaning techniques in high-traffic areas, improving sanitation standards.
- Trained new team members on cleaning procedures, promoting consistency and quality.
- Used cleaning chemicals according to guidelines to ensure effective sanitation.
- Followed safety protocols to maintain a safe working environment at all times.
- Reported maintenance issues immediately to supervisors for timely resolution.
- Stocked amenities in guest rooms, ensuring availability of essential supplies.
Skills
- Business management and strategy
- Operations oversight
- Strategic planning
- Business planning
- Operational risk management
- Financial reporting
- Inventory control
- Quality assurance processes
- Hiring and recruitment
- Team leadership
- Client management
- Customer service
- Customer orientation
- Effective communication
- Relationship management
- Negotiation
- Conflict resolution
- Time management
- Documentation and reporting
- Human resource management
- Physical stamina and strength
Timeline
Head Housekeeping Supervisor
The Residence Inn by Marriott
05.2025 - 06.2026
Assistant Head Housekeeper
Four Points Hotel
09.2022 - 05.2025
Owner/Operator
House Cleaning
01.2016 - Current
Housekeeper
Travelodge
11.2009 - 01.2016