every day in every school every administrator faces enormous challenges
administrator faces enormous challenges
administrator faces enormous challenges coming from every conceivable angle
coming from every conceivable angle
coming from every conceivable angle aging school buildings chronic
aging school buildings chronic
aging school buildings chronic absenteeism early dropout teacher
absenteeism early dropout teacher
absenteeism early dropout teacher burnout you know the list to be clear I
burnout you know the list to be clear I
burnout you know the list to be clear I do not have solutions to these problems
do not have solutions to these problems
do not have solutions to these problems if I did seriously Hey – give me 18
if I did seriously Hey – give me 18
if I did seriously Hey – give me 18 minutes
minutes
minutes not just eight but even as all of
not just eight but even as all of
not just eight but even as all of society’s woes show up at the
society’s woes show up at the
society’s woes show up at the schoolhouse doors every morning we know
schoolhouse doors every morning we know
schoolhouse doors every morning we know that there are some schools that aren’t
that there are some schools that aren’t
that there are some schools that aren’t just succeeding but are thriving and I
just succeeding but are thriving and I
just succeeding but are thriving and I believe all of those schools have
believe all of those schools have
believe all of those schools have something in common before I tell you
something in common before I tell you
something in common before I tell you some stories about schools and the
some stories about schools and the
some stories about schools and the opportunity that I see for education
opportunity that I see for education
opportunity that I see for education let me explain where my perspective
let me explain where my perspective
let me explain where my perspective comes from today I’m the executive
comes from today I’m the executive
comes from today I’m the executive director of the Delaware Charter Schools
director of the Delaware Charter Schools
director of the Delaware Charter Schools Network I have the benefit of advocating
Network I have the benefit of advocating
Network I have the benefit of advocating for those fabulous girls you got to see
for those fabulous girls you got to see
for those fabulous girls you got to see up here earlier but I did not start my
up here earlier but I did not start my
up here earlier but I did not start my career inside a school building I
career inside a school building I
career inside a school building I started working inside restaurants
started working inside restaurants
started working inside restaurants inside hotels and occasionally inside
inside hotels and occasionally inside
inside hotels and occasionally inside bunny suits inside bunny suits
for those of you that have never seen
for those of you that have never seen the inside of a bunny suit it’s exactly
the inside of a bunny suit it’s exactly
the inside of a bunny suit it’s exactly what you think hot sweaty it’s totally
what you think hot sweaty it’s totally
what you think hot sweaty it’s totally fun when you work in hospitality and
fun when you work in hospitality and
fun when you work in hospitality and you’re doing it well you do whatever it
you’re doing it well you do whatever it
you’re doing it well you do whatever it takes to go above and beyond the guests
takes to go above and beyond the guests
takes to go above and beyond the guests expectations whether that’s cleaning up
expectations whether that’s cleaning up
expectations whether that’s cleaning up a mess or living a kid sitting on your
a mess or living a kid sitting on your
a mess or living a kid sitting on your lap and pull on your ears when I began
lap and pull on your ears when I began
lap and pull on your ears when I began my career as an education advocate my 20
my career as an education advocate my 20
my career as an education advocate my 20 years in the hospitality industry
years in the hospitality industry
years in the hospitality industry allowed me to see this schools that
allowed me to see this schools that
allowed me to see this schools that follow a classic hospitality mindset are
follow a classic hospitality mindset are
follow a classic hospitality mindset are thriving
thriving
thriving this is true in all kinds of schools
this is true in all kinds of schools
this is true in all kinds of schools I’ve seen in charter schools in district
I’ve seen in charter schools in district
I’ve seen in charter schools in district schools and in private schools across
schools and in private schools across
schools and in private schools across Delaware and around the United States in
Delaware and around the United States in
Delaware and around the United States in many cases I’m not even sure that the
many cases I’m not even sure that the
many cases I’m not even sure that the leaders of these schools would use the
leaders of these schools would use the
leaders of these schools would use the language of hospitality to describe what
language of hospitality to describe what
language of hospitality to describe what they’re doing to these people good
they’re doing to these people good
they’re doing to these people good hospitality just comes naturally you all
hospitality just comes naturally you all
hospitality just comes naturally you all know people like this that friend or
know people like this that friend or
know people like this that friend or family member who sets you at ease when
family member who sets you at ease when
family member who sets you at ease when you come to visit get you a drink makes
you come to visit get you a drink makes
you come to visit get you a drink makes you feel comfortable and cared for
you feel comfortable and cared for
you feel comfortable and cared for that’s a hospitality mindset from the
that’s a hospitality mindset from the
that’s a hospitality mindset from the beginning of my career I instinctively
beginning of my career I instinctively
beginning of my career I instinctively understood that mindset but it wasn’t
understood that mindset but it wasn’t
understood that mindset but it wasn’t until I worked for my very first
until I worked for my very first
until I worked for my very first Marriott food and beverage doctor
Marriott food and beverage doctor
Marriott food and beverage doctor Curtsinger that I had words for it he
Curtsinger that I had words for it he
Curtsinger that I had words for it he taught me his mantra and it has stayed
taught me his mantra and it has stayed
taught me his mantra and it has stayed with me since take care of the guests
with me since take care of the guests
with me since take care of the guests took care of the equipment take care of
took care of the equipment take care of
took care of the equipment take care of each other taking care of the guests
each other taking care of the guests
each other taking care of the guests anticipate their needs make them feel
anticipate their needs make them feel
anticipate their needs make them feel comfortable make them feel cared for
comfortable make them feel cared for
comfortable make them feel cared for whatever it takes
whatever it takes
whatever it takes taking care of the equipment how your
taking care of the equipment how your
taking care of the equipment how your space looks and feels is vitally
space looks and feels is vitally
space looks and feels is vitally important and taking care of each other
important and taking care of each other
important and taking care of each other the staff are the most important aspect
the staff are the most important aspect
the staff are the most important aspect of any operation
of any operation
of any operation if they aren’t happy aren’t trained
if they aren’t happy aren’t trained
if they aren’t happy aren’t trained aren’t prepared that they aren’t going
aren’t prepared that they aren’t going
aren’t prepared that they aren’t going to want to or be able to take care of
to want to or be able to take care of
to want to or be able to take care of the guests
the guests
the guests some what does this have to do with
some what does this have to do with
some what does this have to do with education let me tell you three stories
education let me tell you three stories
education let me tell you three stories where I’ve seen hospitality in action in
where I’ve seen hospitality in action in
where I’ve seen hospitality in action in our schools few years ago I had the
our schools few years ago I had the
our schools few years ago I had the opportunity to attend an end-of-the-year
opportunity to attend an end-of-the-year
opportunity to attend an end-of-the-year celebration
celebration
celebration the school was celebrating the
the school was celebrating the
the school was celebrating the incredible growth that their students
incredible growth that their students
incredible growth that their students had achieved that year one student fifth
had achieved that year one student fifth
had achieved that year one student fifth grade boy had gone from the absolute
grade boy had gone from the absolute
grade boy had gone from the absolute bottom of his class to the top in just
bottom of his class to the top in just
bottom of his class to the top in just one year happy to be sitting next to one
one year happy to be sitting next to one
one year happy to be sitting next to one of his teachers and turned to her and
of his teachers and turned to her and
of his teachers and turned to her and asked how her answer we went to his
asked how her answer we went to his
asked how her answer we went to his ballgames those teachers and that
ballgames those teachers and that
ballgames those teachers and that principal realized that what this boy
principal realized that what this boy
principal realized that what this boy needed most was an instruction it was
needed most was an instruction it was
needed most was an instruction it was encouragement and that’s what they gave
encouragement and that’s what they gave
encouragement and that’s what they gave him in the stands on the weekend on the
him in the stands on the weekend on the
him in the stands on the weekend on the classroom cheering him on his
classroom cheering him on his
classroom cheering him on his self-confidence improved and his grades
self-confidence improved and his grades
self-confidence improved and his grades followed that’s taking care of the guest
followed that’s taking care of the guest
followed that’s taking care of the guest doing whatever you need to do to get it
doing whatever you need to do to get it
doing whatever you need to do to get it done in another school a new principal
done in another school a new principal
done in another school a new principal opened to cause the door one day and
opened to cause the door one day and
opened to cause the door one day and found her knight in shining armor her
found her knight in shining armor her
found her knight in shining armor her literal knight in shining armor the
literal knight in shining armor the
literal knight in shining armor the school’s mascot standing guard behind
school’s mascot standing guard behind
school’s mascot standing guard behind closed doors when she asked why was
closed doors when she asked why was
closed doors when she asked why was there she was told if we put it out the
there she was told if we put it out the
there she was told if we put it out the kids might destroy it she refused to
kids might destroy it she refused to
kids might destroy it she refused to believe that and put him right in the
believe that and put him right in the
believe that and put him right in the main hallway at the front door
main hallway at the front door
main hallway at the front door she even dressed him for the seasons a
she even dressed him for the seasons a
she even dressed him for the seasons a pumpkin a Halloween a scarf in the
pumpkin a Halloween a scarf in the
pumpkin a Halloween a scarf in the winter the night became a focal point
winter the night became a focal point
winter the night became a focal point for the kids who greeted him every
for the kids who greeted him every
for the kids who greeted him every morning a rallying point for that school
morning a rallying point for that school
morning a rallying point for that school that’s taking care of the equipment and
that’s taking care of the equipment and
that’s taking care of the equipment and pride it’s contagious and well it’s
pride it’s contagious and well it’s
pride it’s contagious and well it’s common practice in elementary schools
common practice in elementary schools
common practice in elementary schools for students to stay with the same
for students to stay with the same
for students to stay with the same teacher for all course subjects until
teacher for all course subjects until
teacher for all course subjects until about the fourth grade in one school too
about the fourth grade in one school too
about the fourth grade in one school too third-grade teachers went to their
third-grade teachers went to their
third-grade teachers went to their principal and asked if they could change
principal and asked if they could change
principal and asked if they could change the way they taught their classes they
the way they taught their classes they
the way they taught their classes they told him that they believed they could
told him that they believed they could
told him that they believed they could create better student outcomes if they
create better student outcomes if they
create better student outcomes if they were able to concentrate on the subjects
were able to concentrate on the subjects
were able to concentrate on the subjects that they were strongest in you see one
that they were strongest in you see one
that they were strongest in you see one amazing with English and social studies
amazing with English and social studies
amazing with English and social studies while the other whiz in math and science
while the other whiz in math and science
while the other whiz in math and science the principal listened and it worked he
the principal listened and it worked he
the principal listened and it worked he gave them the space to go against
gave them the space to go against
gave them the space to go against tradition this the teachers were able to
tradition this the teachers were able to
tradition this the teachers were able to use their strengths wisely and the
use their strengths wisely and the
use their strengths wisely and the students excelled that’s taking care of
students excelled that’s taking care of
students excelled that’s taking care of each other
each other
each other making sure that your staff is happy
making sure that your staff is happy
making sure that your staff is happy valued and listened to that’s what
valued and listened to that’s what
valued and listened to that’s what everyone wants from their chosen career
so how do you create a hospitality
so how do you create a hospitality mindset you can’t just tell people be
mindset you can’t just tell people be
mindset you can’t just tell people be friendly be helpful and move on I know I
friendly be helpful and move on I know I
friendly be helpful and move on I know I tried it did not work but if you start
tried it did not work but if you start
tried it did not work but if you start with actions intentional actions
with actions intentional actions
with actions intentional actions designed to get people thinking how can
designed to get people thinking how can
designed to get people thinking how can I do better and how can I do more that
I do better and how can I do more that
I do better and how can I do more that can lead to a shift in mindset like in
can lead to a shift in mindset like in
can lead to a shift in mindset like in the three stories I just told you those
the three stories I just told you those
the three stories I just told you those administrators were intentional about
administrators were intentional about
administrators were intentional about taking care of their students their
taking care of their students their
taking care of their students their building and their teachers your actions
building and their teachers your actions
building and their teachers your actions can lead to attitude and your consistent
can lead to attitude and your consistent
can lead to attitude and your consistent attitude infuses into your culture and
attitude infuses into your culture and
attitude infuses into your culture and becomes your hospitality mindset where
becomes your hospitality mindset where
becomes your hospitality mindset where you start will be different from school
you start will be different from school
you start will be different from school to school
to school
to school elementary school students have
elementary school students have
elementary school students have different needs than high school
different needs than high school
different needs than high school students a large school in a large
students a large school in a large
students a large school in a large school district is going to have
school district is going to have
school district is going to have different challenges and resources than
different challenges and resources than
different challenges and resources than a small charter school just starting up
a small charter school just starting up
a small charter school just starting up all hotels are different – Ritz Carlton
all hotels are different – Ritz Carlton
all hotels are different – Ritz Carlton has more chandeliers in the days in
which you can provide good Hospit
which you can provide good Hospit tality regardless of the amount of money
tality regardless of the amount of money
tality regardless of the amount of money that you have it’s not about what you
that you have it’s not about what you
that you have it’s not about what you have it’s about what you do with what
have it’s about what you do with what
have it’s about what you do with what you have wherever I went no matter the
you have wherever I went no matter the
you have wherever I went no matter the place if things were going wrong I would
place if things were going wrong I would
place if things were going wrong I would always ask are we taking care of the
always ask are we taking care of the
always ask are we taking care of the guests are we taking care of the
guests are we taking care of the
guests are we taking care of the equipment are we taking care of each
equipment are we taking care of each
equipment are we taking care of each other if things aren’t working I can
other if things aren’t working I can
other if things aren’t working I can guarantee you that the answer to the at
guarantee you that the answer to the at
guarantee you that the answer to the at least one of those is no and wherever
least one of those is no and wherever
least one of those is no and wherever that is that is where you start I know I
that is that is where you start I know I
that is that is where you start I know I told you that I don’t have the answers
told you that I don’t have the answers
told you that I don’t have the answers to all of the challenges in education
to all of the challenges in education
to all of the challenges in education today but could a hospitality mindset be
today but could a hospitality mindset be
today but could a hospitality mindset be part of the solution an environment
part of the solution an environment
part of the solution an environment where good hospitality is the norm
where good hospitality is the norm
where good hospitality is the norm creates an environment where problems
creates an environment where problems
creates an environment where problems can be solved if we are constantly and
can be solved if we are constantly and
can be solved if we are constantly and intentionally looking for ways to make
intentionally looking for ways to make
intentionally looking for ways to make our families and our students feel
our families and our students feel
our families and our students feel welcomed and cared for could that affect
welcomed and cared for could that affect
welcomed and cared for could that affect absenteeism and I dropped out right
absenteeism and I dropped out right
absenteeism and I dropped out right maybe if we believed in our schools so
maybe if we believed in our schools so
maybe if we believed in our schools so much that our pride is obvious in every
much that our pride is obvious in every
much that our pride is obvious in every hallway in every classroom could that
hallway in every classroom could that
hallway in every classroom could that create a school where kids are thriving
create a school where kids are thriving
create a school where kids are thriving learning and yearning to come to school
learning and yearning to come to school
learning and yearning to come to school every day maybe and if we are pushing
every day maybe and if we are pushing
every day maybe and if we are pushing alongside of our colleagues to improve
alongside of our colleagues to improve
alongside of our colleagues to improve listening to them pushing them to reach
listening to them pushing them to reach
listening to them pushing them to reach their full potential could that affect
their full potential could that affect
their full potential could that affect teacher retention maybe small changes
teacher retention maybe small changes
teacher retention maybe small changes based in hospitality can make a big
based in hospitality can make a big
based in hospitality can make a big difference in our students lives all you
difference in our students lives all you
difference in our students lives all you have to do stick the knight in shining
have to do stick the knight in shining
have to do stick the knight in shining armor out of the closet thank you
armor out of the closet thank you
armor out of the closet thank you you
”
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