Room for All - S1 E7 - Samantha Cox

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Customer Service and Guest Experience - Featuring Samantha Cox

In this episode of 'Room for All,' Andrea Comastri and Saraya O'Connell, hosts from Australia's first social enterprise hotel, Hotel Etico, dive into the world of inclusive employment. They discuss the importance of creating opportunities for people with disabilities, particularly in customer-facing roles within the hospitality industry. Joined by Samantha Cox, former EA to Sir Richard Branson and founder of Samantha Cox International, they explore leadership, guest experience, and the impactful training provided at Hotel Etico. Through inspiring conversation and practical insights, this episode showcases how businesses can lead the charge toward inclusion and build meaningful careers. Tune in for a heartwarming discussion filled with personal stories, valuable takeaways, and a touch of fun.

00:00 Introduction to Room for All Podcast

00:10 Meet Your Hosts: Andrea and Saraya

00:35 Mission and Vision of Hotel Etico

00:47 Podcast Content Overview

01:33 Starting the Episode

01:45 Casual Morning Banter

02:31 Introducing Samantha Cox

03:40 Samantha's Early Life and Travel Adventures

07:16 Career Journey: From UK to Australia

09:29 Working with Richard Branson

10:44 Life on Necker Island

24:35 Leadership Insights and Lessons

26:04 Leading by Example: The Core of Leadership

26:46 Empathy in Leadership: A Strength, Not a Weakness

27:48 The Importance of Honest Feedback

28:39 Authenticity and Vulnerability in Leadership

30:41 The Loneliness of Leadership

31:23 First Impressions and Customer Service

33:36 Enhancing Guest Experience: Practical Changes

38:16 Continuous Improvement and Team Engagement

43:47 The Unique Value of Hotel Etico

49:03 Wrapping Up: Reflections and Future Plans