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Re-imagine your Ambassador Program: A three year transformation
Patrick Gabriel Lorenzo
Associate Director of Admissions
Monday, June 3, 2013
Saint Mary’s College
“Enter to learn, leave to serve”
Lasallian, Catholic, Liberal Arts
CTCL Member
Collegiate Seminar
Jan Term
By the Numbers
2,800 undergraduates, 1,400 graduates
13:1 student to faculty ratio
21 students: average class size
A little more on Saint Mary’s
Located in Moraga (East Bay), California
23 miles east of San Francisco
Between Berkeley & Walnut Creek (Top 10 Foodie Cities)
Located in the largest Regional Park district in the U.S.
- 100,000 acres of recreational area, 65+parks.
Student Ambassador Role
Front Desk
Oversee Scheduling and email account
Concierge
Hospitality and Visitor Center Upkeep
Tour Guide
Storyteller
First Two Years
Ambassador as machines
1)Robotic
2)Limited trust
3)Treated as kids
Culture Shift
Ambassadors as part of the system
1)Engaging Artists
2)Empowered contributors
3)Enlightened members
Learning Objectives
1) Harness the artist.
2) Empower as stakeholders.
3) Cultivate their talent.
Performance
Ambassadors as performing artists and hospitality gurus
1)Anticipate
2)Read and Improvise
3)Showtime
Anticipate
Manage expectations
Diligence matters
Always be shipping
Read the scene
Listen first
Clarify
Think/Act on your feet
Our pleasure
Standard bearer
Execute at a high level
Create a memorable experience
Accountability
Teach, trust and empower
1)Provide the tools
2)Let them fly
3)Responsibility, not authority
Provide the tools
Develop and nurture
1) Teach them how to think
2) Okay to make mistakes
3) Looking for the lessons
Let Them Fly
Like a peacock (The Other Guys)
1) Trust them to soar
2) Show off their colors
3) No nesting allowed
Responsibility
Let them own it
1) Encourage input
2) Support their ideas
3) Share the big picture
Be the coach
Teach, mentor and develop
1) Win and learn
2) Lessons beyond the workplace
3) Tend to players like a garden
Learning matters
Like a classroom experience
1) Leadership is learning
2) Midterm observations
3) Maximize teachable moments
Life Lessons
Mentoring at a whole different level
1) Role-modeling
2) Project management
3) Life after graduation
Nurture
Cultivate their talent
1) Part of a living system
2) Water and sunlight accordingly
3) Ongoing growth
Present day Nine seniors graduating from my first hire
1) Enhanced professional skill set
2) Lessons for the real world
3) Learning for a lifetime
4) Power of reflection
Thank you
What questions, comments or observations do you have?