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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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Page 1: Re-imagine your Ambassador Program: A three year ... · Hospitality and Visitor Center Upkeep Tour Guide Storyteller . First Two Years Ambassador as machines 1)Robotic ... Share the

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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Page 7: Re-imagine your Ambassador Program: A three year ... · Hospitality and Visitor Center Upkeep Tour Guide Storyteller . First Two Years Ambassador as machines 1)Robotic ... Share the
Page 8: Re-imagine your Ambassador Program: A three year ... · Hospitality and Visitor Center Upkeep Tour Guide Storyteller . First Two Years Ambassador as machines 1)Robotic ... Share the

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?