Roxy Robinson, the visionary Founder and CEO of The Roxstar Group, embarked on a remarkable journey driven by an ambitious dream and an unwavering determination to succeed. Hailing from South Africa, Roxy stands as a shining example of female triumph in the exclusive luxury sector, both within her home country and beyond.
Right from the inception of The Roxstar Group, Roxy set out to assemble an unparalleled collection of concierge offerings. Recognizing the growing demand for curated luxury lifestyle experiences in recent years, she displayed remarkable foresight and astutely capitalized on this trend.
However, Roxy’s commitment to excellence extends far beyond meeting expectations. She consistently goes above and beyond, surprising her guests with personalized gestures she gleaned from past conversations. By infusing each trip with unique touches, she ensures that every experience becomes an unforgettable and cherished memory, surpassing the ordinary and transforming it into something truly extraordinary.
Below are highlights of the interview:
What inspired you to pursue a career in concierge and lifestyle management, and how did you get your start in the industry?
Passion for people and curating luxury experiences for clients and exceeding their expectations My big break come during the football world cup in 2020 securing some huge contracts with global corporates and celebrity clients and UHNW families, I was able to work closely with clients to create customized experiences and handle complex requests.
How do you approach strategic partnership management and what are some key factors that contribute to successful partnerships?
When it comes to strategic partnership management, I believe in taking a collaborative approach. This means working closely with partners to establish shared goals and objectives, and then leveraging each other’s strengths to achieve those goals. I believe in creating a culture of transparency and open communication, so that both parties feel comfortable sharing their needs, concerns, and ideas.
To ensure successful partnerships, there are a few key factors that I believe are critical. First, it’s important to establish a strong foundation of trust and mutual respect. This means being reliable, delivering on promises, and consistently communicating with partners to ensure everyone is on the same page.
Another important factor is alignment of goals and values. Partnerships work best when both parties are working towards a common vision, and share similar values and priorities. It’s important to take the time to understand each other’s goals and objectives, and ensure that they are aligned before entering into a partnership.
Finally, I believe in being proactive in identifying and addressing potential challenges before they become major issues. This means anticipating potential roadblocks and taking steps to mitigate them before they arise.
When planning corporate events or incentive programs, what are some important considerations that you take into account to ensure a memorable and effective experience for attendees?
Purpose and Goals: First and foremost, it’s important to understand the purpose and goals of the event. Is it to reward and motivate employees, launch a new product or service, or build relationships with clients? Once the purpose and goals are established, i can tailor the event to meet those objectives. To Consider the experience you want to create for attendees, from the moment they arrive until they leave. Make sure that every aspect of the event is designed to provide an enjoyable and memorable experience. This includes the venue, food and beverage, entertainment, activities, and networking opportunities. It’s important to establish a budget for the event and make sure that all expenses are accounted for and that the client expectations are realistic. Logistics are key to ensure a smooth operation
With the ongoing pandemic, safety and health have become a top priority for any corporate event or incentive program.
In your experience, what are some effective marketing strategies for concierge and lifestyle management services, and how do you measure their success?
Word-of-mouth marketing is the best for us being in the game since 2004 we have very loyal clients who recommend us to all their friends. We also have a large network of influencers that curate incredible high-quality content that we use across social media and our client newsletters
As well as for us to Form strategic partnerships with other businesses or service providers, such as hotels, restaurants, and event venues, is a mutually beneficial way To measure the success of these marketing strategies, is directly related to conversion rates on bookings. Building and maintaining strong client relationships is crucial for any business. Can you share some tips or best practices for fostering positive client relationships in your industry?
To Keep an open line of communication with your clients at all times. Listen to their needs, preferences, and feedback, and respond promptly to their questions or concerns. To Be clear and transparent in our communication and make sure you deliver on your promises as at the end of the day your integrity and your word to ensure the service is personalized and to anticipate clients’ needs and go the extra mile for them and to build that trust, consistency and reliability to always Look for opportunities to provide value-added services that go beyond your clients’ expectations. This could include providing insider knowledge of exclusive experiences or activities, arranging for special surprises or gifts to enhance their experience and to continue to push boundaries and strive to be excellent at all that we do.
What qualities do you think are important for effective leadership, especially when it comes to creating more equitable and inclusive workforces?
To be empathetic and to understand the experiences and perspectives of my team members, which can help create a more inclusive and supportive work environment. To have a clear vision and be able to showcase that clearly and motivate the team. To create a culture of responsibility, education and empowerment where everyone feels valued and supported.
To also maintain humility and compassion and try to foster a workforce that wants to collaborate and innovate and grow together..
How do you ensure that your strategies and initiatives are aligned with the broader mission and values of ROXSTAR CONCIERGE?
To Clearly define the mission and values of ROXSTAR CONCIERGE: Before developing any strategies or initiatives, it is important for us to have a clear understanding of the company’s mission and values. This ensures that all decisions and actions are in alignment with the overall vision and purpose of the company. I involve key stakeholders in the development of strategies and initiatives to ensure their needs are considered. This includes employees, clients, partners, and other relevant parties. Communication is key to ensure everyone is on the same page To hold myself and the team accountable as well as regular assessments.
What message would you like to leave for emerging leaders?
For emerging leaders, I would like to offer the following message:
First and foremost, remember that leadership is about service. As a leader, your primary role is to serve your team and help them achieve their goals. This means listening to their needs, providing support and guidance, and creating an environment that fosters growth and development. To always lead with integrity, honesty and to be a trustworthy person Be consistent in your words and actions, and hold yourself to the highest ethical standards.
Quotes
Always live your life from a place of gratitude and love.
The only limit to your impact is your imagination and commitment and to have unconditional faith.
Success is doing what you want to do, when you want, where you want, with whom you want, as much as you want.
