Roxie McCovins
New Orleans,LA
Summary
Customer Service professional with knowledge of luxury service delivery and proven multitasking abilities. Committed to professional relationships increasing profitability and drive business results.
Overview
30
30
years of professional experience
Work History
Hotel & Restaurant Consultant
Madison Group
New Orleans, LA
01.2020 - Current
- Implemented new ideas, Designing campaigns, with guest service departments, enhancing the guest experience, resulting in increase sales.
- Created personal coaching, action plans, on improving quality of guest service and satisfaction.
Assistant Front Desk Manager
Windsor Court Hotel
NEW ORLEANS, LA
08.2019 - 12.2019
- Constant high level of luxury service and hospitality, contributing to property service recognition.
- Collaborate with with housekeeping team to resolve issues or questions.
- Achieved strategic plan for room turn around, lowering guest wait time for clean room by 40%.
Assistant Hotel Manager
Harrahs Hotel
New Orleans, LA
06.2018 - 03.2019
- Hired and trained new employees, demonstrating excellence guest relations skills.
- Supervised team of 60, front desk, concierge, room control, bellman, housemen, housekeeping agents, to resolve issues arising during shifts.
- Increased sell of hotel rooms for 5 properties daily by monitoring operations at Harrah Hotel plus rooms at partner hotels, Hilton, Marriott, Sheraton, and Loews.
Restaurant Manager
CityWinery
NEW YORK, NY
02.2017 - 11.2017
- Managed front of house, 350 seats, 200 standing room lounge, two levels, 5 dining areas, maintaining staffing and minimize overtime.
- Lead staff for 80, energetic informative daily meeting focus on suggest service training and SOP's.
- Strategically developed floor server sections, emphasize smaller sections, focus on suggestive selling, empowering handing complaints , increasing sales by 30%.
Restaurant Manager & Concierge
Omni Berkshire Place Hotel
NEW YORK, NY
01.2014 - 01.2017
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Led and directed team members on effective methods, and SOP's.
- Managed 40-person team of cooks and back of house staff for high-end New Creative American restaurant.
- Strategically developed effective marketing plans to increase sales and profits while managing costs.
Hotel Concierge
New York Helmsley Hotel / Kimpton Hotel
New York, NY
03.2008 - 05.2013
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Scheduled deliveries of flowers, gifts, and other products and made reservations for spa services and dining
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
- Initiated sales package with spa treatments in collaboration with nearby salons, established customer credit. Increasing customer experience added hotel booking 15%
Front Desk Agent & Concierge
Millennium Broadway Hotel
NEW YORK, NY
10.1993 - 12.2007
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Managed customer transactions, prepared daily deposits, updated files, processed registrations and maintained public records.
- Delivered above-and-beyond service to guests, including making outside venue reservations and setting up tours.
Education
Dillard University
New Orleans, LASkills
- Strategic planning
- Staff Management,
- Policies and Procedures
- Outlook, Word, Messengers, Go Concierge
- Opera, Epitome, LMS, OmQ Lightspeed
- Tripleseat, Schedulefly, Micros, Aloha, NCR
Timeline
Hotel & Restaurant Consultant
Madison Group
01.2020 - Current
Assistant Front Desk Manager
Windsor Court Hotel
08.2019 - 12.2019
Assistant Hotel Manager
Harrahs Hotel
06.2018 - 03.2019
Restaurant Manager
CityWinery
02.2017 - 11.2017
Restaurant Manager & Concierge
Omni Berkshire Place Hotel
01.2014 - 01.2017
Hotel Concierge
New York Helmsley Hotel / Kimpton Hotel
03.2008 - 05.2013
Front Desk Agent & Concierge
Millennium Broadway Hotel
10.1993 - 12.2007
Dillard University
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