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Hotel Impossible – take-aways for schools

Hotel Impossible logoI am a huge fan of Travel Channel’s Hotel Impossible – a show in which hotel “fixer” Anthony Melchiorri visits ailing hotels and works with the owners and staff to turn the business into profitability and success. Every time I watch the show I wonder whether some of the schools I have visited over the past number of years (and, yes, the school I lead too) would benefit from some of the common sense advice and honest appraisal given by Melchiorri.

Here are three takeaways from the show which I believe are applicable to education:

1) The little things matter:

No matter how big or small the hotel, Melchiorri always makes a point of looking for the small things which can make a difference to a guest. This principle needs to apply to schools as well. Way too many schools ignore simple things which can make a huge difference – the way the school receptionist/secretary greets visitors, the neatness of school bags outside/inside the classroom, clear signage, clean bathrooms with fresh flowers and so on. Most of these can be fixed with little or no expenditure.

2) Be willing to see your school through the eyes of others:

In each episode, Melchiorri makes a point of showing the hoteliers what the guest experience is like. Delays at check-in, poor service in the restaurant, confusing arrangements for key collection and so on all create a negative experience which translates into poor reviews for the hotel. I wonder how often those of us who are responsible for schools consider the experience of our pupils and parents. Complacency around this issue is a very real danger as we deal with the stark realities of teaching and leading every day. Attention to the experience of your school by others is an important part of building a quality school – we need to make sure we do it! We need to take an intentional look at our learning spaces to consider whether they are exciting and engaging places for our children. We should consider how we communicate to parents and whether our communication actually meets the expectations of our parents. What does our admission process feel like to a family desperate to enrol their child in our school? Do we have good relationships with those contractors we bring in to service our school?

3) Be open to correction:

Some of the most entertaining episodes of Hotel Impossible are those in which the owners are adamant that they know more than Melchiorri despite the fact that they are responsible for running an inefficient, failing business. On many occasions it turns out that the owners have never run a hotel before nor do they have any experience in working in a hotel! Yet, they seem determined not to take the advice of someone with over 20 years of hotel experience and a proven track record of turning hotel fortunes around. This type of arrogant attitude has no place in business and it certainly should not be welcomed in schools. School leaders must always realise that the school is greater than they are and that they do not have all the answers to every difficulty facing their school. Principals, governors and board members should be open to the advice of others, particularly those who can bring insight from fields outside education. Insights on leadership, financial sustainability, human resource management, property management and more can be gleaned from professionals outside education and school leaders would do well to pay attention to them. It goes without saying that school leadership should also be open to learning from others in education who can add value from their own experiences.

Yes, its reality television and yes, I’m quite sure there is plenty of behind-the-scenes manipulation. However, the show is entertaining and certainly gives those of us in school leadership much to consider as we lead an increasingly complex organisation in an increasingly complex world.