re-imagine your ambassador program: a three year ... · hospitality and visitor center upkeep tour...
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Re-imagine your Ambassador Program: A three year transformation
Patrick Gabriel Lorenzo
Associate Director of Admissions
Monday, June 3, 2013
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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
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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.
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Student Ambassador Role
Front Desk
Oversee Scheduling and email account
Concierge
Hospitality and Visitor Center Upkeep
Tour Guide
Storyteller
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First Two Years
Ambassador as machines
1)Robotic
2)Limited trust
3)Treated as kids
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Culture Shift
Ambassadors as part of the system
1)Engaging Artists
2)Empowered contributors
3)Enlightened members
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Learning Objectives
1) Harness the artist.
2) Empower as stakeholders.
3) Cultivate their talent.
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Performance
Ambassadors as performing artists and hospitality gurus
1)Anticipate
2)Read and Improvise
3)Showtime
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Anticipate
Manage expectations
Diligence matters
Always be shipping
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Read the scene
Listen first
Clarify
Think/Act on your feet
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Our pleasure
Standard bearer
Execute at a high level
Create a memorable experience
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Accountability
Teach, trust and empower
1)Provide the tools
2)Let them fly
3)Responsibility, not authority
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Provide the tools
Develop and nurture
1) Teach them how to think
2) Okay to make mistakes
3) Looking for the lessons
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Let Them Fly
Like a peacock (The Other Guys)
1) Trust them to soar
2) Show off their colors
3) No nesting allowed
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Responsibility
Let them own it
1) Encourage input
2) Support their ideas
3) Share the big picture
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Be the coach
Teach, mentor and develop
1) Win and learn
2) Lessons beyond the workplace
3) Tend to players like a garden
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Learning matters
Like a classroom experience
1) Leadership is learning
2) Midterm observations
3) Maximize teachable moments
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Life Lessons
Mentoring at a whole different level
1) Role-modeling
2) Project management
3) Life after graduation
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Nurture
Cultivate their talent
1) Part of a living system
2) Water and sunlight accordingly
3) Ongoing growth
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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
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Thank you
What questions, comments or observations do you have?