Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lejla Pazalja

Salt Lake City,UT

Summary

Dedicated hospitality professional with extensive experience in luxury reservations, guest services, and sales. Proven track record of delivering five-star guest experiences, consistently earning 100% Forbes Travel Guide test call scores. Skilled in upselling, relationship building, and revenue optimization while providing seamless, personalized service to VIP guests and travel advisors. Known for exceptional communication, attention to detail, and the ability to thrive in high-volume, fast-paced environments.

Overview

11
11
years of professional experience

Work History

Reservation Specialist

Stein Eriksen Lodge Deer Valley
01.2020 - Current
  • Provided a high level of customer service to each person by engaging with the customer and using active listening and effective interpersonal skills.
  • Achieved multiple 100% scores on the Forbes Travel Guide test calls, consistently delivering service that meets the highest luxury hospitality standards.
  • Assist guests and travel agents with reservations for lodging and packages, ensuring accuracy and an exceptional guest experience.
  • Support revenue growth by upselling room upgrades, add-on packages, and special services.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.

Analytics Administrative Assistant

NuQuo
06.2019 - 01.2020
  • Coached new employees on administrative procedures, company policies, and performance standards.
  • Supported efficient meetings by organizing spaces and materials, documenting discussions, and distributing meeting notes.
  • Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
  • Coordinated bookkeeping activities in QuickBooks, including invoicing and accounts payable.

Leasing Consultant

NALS
03.2017 - 06.2019
  • Collected, completed and processed lease applications.
  • Trained leasing professionals on regulatory requirements, company policies and office procedures.
  • Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
  • Explained terms of lease and amounts to be paid to tenants.

Hostess

Market Street Grill
04.2014 - 02.2017
  • Greeted and seated guests in a high-volume restaurant while maintaining a welcome atmosphere.
  • Managed in-person and telephone guest inquiries, customer service requests, and reservation bookings using Maestro.
  • Supported servers and management to ensure smooth restaurant operations.
  • Provided exceptional customer service by addressing guest questions and concerns.

Education

Bachelor of Science - Business Administration

University of Utah
Salt Lake City, UT
05-2023

Associate of Science - Business Administration

Salt Lake Community College
01-2021

Skills

  • Luxury Reservations & VIP Guest Services
  • Forbes Five-Star Standards
  • Customer Relations
  • Upselling & Cross-Selling
  • Closing Sales
  • Leasing & Property Management
  • Active listening skills
  • Administrative experience
  • MS Office
  • Communication & Problem-Solving
  • Team Collaboration
  • Multi-Tasking in Fast-Paced Environments

Timeline

Reservation Specialist

Stein Eriksen Lodge Deer Valley
01.2020 - Current

Analytics Administrative Assistant

NuQuo
06.2019 - 01.2020

Leasing Consultant

NALS
03.2017 - 06.2019

Hostess

Market Street Grill
04.2014 - 02.2017

Bachelor of Science - Business Administration

University of Utah

Associate of Science - Business Administration

Salt Lake Community College

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