Lana Horvath
Tecumseh,ON
Summary
- Enthusiastic tour guide with passion for cultivating unforgettable travel experiences. Excellent organizational and public speaking skills. Skilled storyteller favored by guests for talent to weave stories and history of sites and venues into entertaining monologue.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals
- Educated tourism professional with love of travel and adventure. Highly adept at creating entertaining scripts and keeping passengers enthusiastic about tour
Overview
41
41
years of professional experience
1
1
Certification
2
2
Travel Counsellor of Ontario (TICO)
Work History
Tour Director
Shoreline Tours
05.2022 - Current
- Built personal relationships with guests to promote positive experiences.
- Guided groups of up to 52 people on scheduled tours.
- Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- dealt with tour problems when they occurred.(eg. broken down bus, sick passenger, bus driver problems etc.)
- ensured that clients were satisfied with their overnight accomodations
- ensured that clients needs were met on tours
Professor
St. Clair College - Windsor Campus
01.2021 - Current
- Researched and selected course texts and supplemental learning materials.
- Instructed and evaluated students in classroom in alignment with college mission by incorporating innovative teaching and learning strategies.
- Used different learning modes and types of technology to engage students in achieving learning outcomes.
- Encouraged class discussions by building discussions into lessons, actively soliciting input, asking open-ended questions and using techniques to track student participation.
- Created dynamic learning environment that valued instructor and student interaction.
- Developed diversified course curriculum to meet regulatory standards and support learning objectives.
- Demonstrated strong interpersonal and communication skills, resulting in clear subject matter discussion with students.
- Provided students with constructive, encouraging and corrective feedback.
- Graded tests and assignments and uploaded to school database.
Superintendent-Canada Border Services Agency
Canada Border Services Agency
02.2006 - 06.2022
- supervised employees
- Created daily work schedules for employees
- answered client complaints and found solutions to their issues
- approved vacations, documented and covered absent employees
- recruited new officers for the Agency from 2013-2022
- Official Languages Coordinator for the Southern Ontario Region 2010-2016
- provided presentations to employees to familiarize them with new initiatives
- Assessed new employees at the Canada Border Services Agency College in Rigaud from 2006-2022
Instructor
College Boreal
09.2019 - 12.2020
- Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.
- Observed and adopted new techniques from skilled instructors and lecturers.
- Improved student performance by defining clear goals and communicating performance metrics.
- Promoted classroom safety, collaboration and best practices.
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Increased student participation via engaging lectures and assignments.
- Tested and evaluated students on materials presented in workshops and classes.
- Developed and clearly presented classroom rules, guidelines and objectives.
Border Services Officer
Canada Border Services Agrency
10.1989 - 02.2006
- Processed undocumented aliens at port of entries and furnished case resolution details to resolve immediate situations.
- Detected and prevented terrorists and terrorist weapons from entering country.
- Validated immigration documents, asked questions and reported discrepancies to authorities for further review.
- Prevented illegal trafficking of people and narcotics.
- Performed intelligence analysis and law enforcement activities such as apprehension, detention and arrest.
- Identified contraband items and seized according to customs laws.
- Used variety of law enforcement databases
- Communicated French/English-speaking undocumented aliens and smugglers to obtain information and issue verbal commands.
- Secured geographical borders and coastal waters from unauthorized entry to enable better border enforcement.
- Conducted traffic patrols and vehicle checks to identify people attempting to illegally cross United States border.
Customer Care and Service Agent
Air Canada
10.1985 - 01.1986
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Used airline computer system to create airline tickets and boarding passes.
- Coordinated with ramp agents to successfully store, remove and transport customer baggage.
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Operated PA system to make announcements regarding flight activity.
- Operated specialized weighing and screening equipment to weigh and screen passenger luggage.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
Airport/Train Station Representative
Key Tours
04.1983 - 10.1985
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Used airline computer system to create airline tickets and boarding passes.
- Coordinated with ramp agents to successfully store, remove and transport customer baggage.
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Operated PA system to make announcements regarding flight activity.
Travel Consultant
Caledonia Travel
04.1982 - 04.1983
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Organized trips for individual, family and business travelers.
- Handled sensitive information with professionalism and discretion.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
- Collected, handled and documented payments for travel services and associated feels.
- Informed clients of travel policies and utilized preferred vendors to maximize company profits
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
Education
Diploma - Tourism/Travel Counselling
St. Clair College of Applied Arts And Technology
Windsor, ONNo Degree - French
CEGEP De Jonquiere
Jonquiere, QCSecondary School Graduates - Academic Studies
WF Herman Secondary School
Windsor, ON06.1980
Skills
- Hotel Accommodations
- Client Retention
- Guest Experience Management
- Client Support
- Client Needs Assessment
- Museum Tours
- Microsoft Word
- Tour Promotion
Accomplishments
- Canada Border Services Agency President's Award for Official Languages
- Peace Officer's Exemplary Award
- Queen's Golden Jubilee Medal
- Queen's Diamond Jubilee Medal
Certification
CPR/First Aid Instructor for over 30 years
Timeline
Tour Director
Shoreline Tours
05.2022 - Current
Professor
St. Clair College - Windsor Campus
01.2021 - Current
Instructor
College Boreal
09.2019 - 12.2020
Superintendent-Canada Border Services Agency
Canada Border Services Agency
02.2006 - 06.2022
Border Services Officer
Canada Border Services Agrency
10.1989 - 02.2006
Customer Care and Service Agent
Air Canada
10.1985 - 01.1986
Airport/Train Station Representative
Key Tours
04.1983 - 10.1985
Travel Consultant
Caledonia Travel
04.1982 - 04.1983
Diploma - Tourism/Travel Counselling
St. Clair College of Applied Arts And Technology
No Degree - French
CEGEP De Jonquiere
Secondary School Graduates - Academic Studies
WF Herman Secondary School
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