When parents and students walk through the doors of a school in Region 10, they might notice something different: a warm greeting by name, a personalized experience, and staff who go above and beyond to create memorable moments. This transformation is the result of an innovative partnership between Region 10 Education Service Center and The Ritz-Carlton Leadership Center.
“The success of The Ritz- Carlton is founded in a deep commitment to personalized service, respect, empowerment, and continuous improvement,” explains The Ritz-Carlton Leadership Center. “The heart of our approach is the belief that every interaction is an opportunity to create a meaningful human connection.”
The collaboration began when superintendents, seeking to rebuild positive school environments following the challenges of the COVID-19 Pandemic, requested assistance from Region 10 with customer service training. Karen Barnes, Assistant Director of Supervision and Leadership Development, researched various service models before discovering that The Ritz-Carlton’s approach was being utilized by many Fortune 500 companies known for exceptional service.
“I reached out to Ritz-Carlton and said, I’m hearing a lot of conversation around many companies utilizing your customer service model” Barnes explains. To fully understand the experience, Barnes and a colleague traveled to Florida to participate in The Ritz- Carlton training themselves.
“We wanted to witness the experience firsthand so we could envision how it would look on campuses,” says Barnes. “We started to visualize how this would translate to a school setting.”
The Ritz-Carlton Leadership Center notes that their philosophy “transcends industry because it is centered on human interaction and building genuine connections that last a lifetime. This approach focuses on connecting employees to the higher purpose of a brand.”
This principle resonates strongly in education, where research shows that schools with strong customer service orientations report higher parent engagement levels and improved community perception scores.
Metric Manning, District Coordinator of Restorative Practices and Discipline in DeSoto ISD, explains: “In education, we’re in the people business. We’re really in the business of building relationships—whether with students, parents, or staff.”
For frontline staff who are often the first point of contact for families, the training emphasizes the power of a personal touch. “First impressions are lasting impressions,” emphasizes Barnes. “If a family has a negative experience, they may withdraw their children from the school. This can also damage the school’s reputation and make it harder to attract new families to the neighborhood.”
The training has transformed how schools approach everything from daily interactions to teacher recruitment. One Region 10 district has redesigned its interview experience to include designated parking spots for job candidates, student guides who showcase the school, and personalized interactions throughout, making the district stand out to potential teachers in a competitive market.
“Small, thoughtful actions often create moments that have the most profound impact,” The Ritz-Carlton Leadership Center points out. “Adopting an anticipatory mindset allows staff to offer proactive support. This can be as simple as a teacher recognizing a struggling student and offering help before being asked, or a staff member addressing a concern before it escalates.”
District administrators are also embracing these principles.
Manning plans to enhance his district’s Assistant Principal Academy by incorporating personal touches, such as playing music using a playlist of the staff’s favorite songs or simply having a printed personalized agenda with names welcoming staff to meetings.
These seemingly small gestures create what Ritz-Carlton calls “wow moments”—emotional connections that transform ordinary interactions into extraordinary experiences.
“By embracing this philosophy, schools can cultivate a positive, supportive environment that nurtures growth for both staff and students,” says The Ritz-Carlton Leadership Center. “This human-centric approach fosters authentic connections between staff, students, and the broader school community, which can have a remarkable impact.”
In a world where families have increasing educational options, schools that master these service principles create environments where every interaction becomes an opportunity to build genuine connections and enrich the academic experience, turning ordinary school days into something special.