Kevin Horn

Looking to assume strong level accountability using my high level of comfort in managing multiple projects, leading teams collaborating within a team. My excellent interpersonal and facilitation skills accompanied with my written and communication make me a highly creative, resourceful, and strategic thinker. I want to utilize my customer focus using my dependable, deadline drive empathetic skills to enhance customer relationships.

Senior Business and Global Travel Concierge - Marlin Travel - Vancouver, BC

(2002-01 - 2026-06)

• Designed personalized travel itineraries for diverse clientele, ensuring unique and memorable experiences.
• Coordinated logistics, including transportation, accommodations, and activities for seamless travel arrangements.
• Cultivated relationships with vendors to enhance service offerings and negotiate competitive rates.
• Resolved customer inquiries and concerns promptly, maintaining high satisfaction levels through effective communication.

Guest Service Representative - WestJet Airlines - Vancouver, BC

(2023-08 - 2026-05)

• Check-in and Ticketing Duties
• Greet travelers at desks or help them use self-service kiosks.
• Check passports, visas, and tickets.
• Weigh luggage, tag bags, and charge extra fees for heavy bags.
• Print boarding passes.
• Gate and Boarding Duties
• Make announcements about boarding times and gate changes.
• Scan boarding passes and organize the boarding process.
• Help passengers who need extra time or special care, such as kids flying alone or people using wheelchairs.
• Coordinate with flight crews before departure.
• Customer Support and Problem Solving
• Rebook flights and assist during delays or cancellations.
• Track and file reports for lost, late, or broken luggage.
• Answer general questions about the airport and local connections.
• De-escalate upset passengers with patience and clear communication and options

Guest Service Agent - The Listel Hotel - Vancouver, BC

(2023-12 - 2024-12)

Primary Daily Responsibilities

• Reservations & Check-ins: Managing bookings via computer systems, verifying guest information, issuing room keys, and welcoming arrivals.
• Guest Relations: Acting as the go-to resource for on-site amenities, local attractions, and personalized dining or activity recommendations.
• Financial Transactions: Processing payments, managing deposits, verifying billing, and compiling daily account reports.
• Issue Resolution: Actively listening to guest complaints or needs and providing prompt solutions to ensure customer satisfaction.
• Inter-departmental Coordination: Collaborating closely with housekeeping, maintenance, and management to ensure rooms and facilities are perfectly prepared.

Hotel Bell Person - Holiday Inn Vancouver Centre - Vancouver, BC

(2023-04 - 2023-10)

• Handled luggage by unloading bags from vehicles, loading onto cart, and securely transporting to guest rooms.
• Welcomed guests by opening entrance door and escorting newly checked-in guests to their rooms, ensuring a pleasant arrival experience.
• Room Orientation: Providing an informal tour of the room, explaining how to use amenities like the television, climate control, safe, and lighting systems.
• Coordinated concierge services by arranging transportation, providing directions, and recommending local restaurants and tourist sites, enhancing guest experience.

Life Saving Certificate - Life Saving - St. John's Ambulance (2020-01)

Diploma - Travel Consulting - Knox Travel Academy (1995-10)