Heritage Ambassador Trainer Workshop
Every Guest Matters. Every Employee and Volunteer Makes a Difference.
At museums, historic sites, national parks, zoos, aquariums, botanical gardens, and other heritage destinations, every employee and volunteer contributes to the visitor experience.
Ticket sellers, gift shop employees, security personnel, maintenance workers, food service staff, receptionists, and volunteers are often the first and last people guests encounter.
These individuals may not be professional interpreters, but they are Heritage Ambassadors — the faces and voices of their organizations.
The Heritage Ambassador Course is a new, four-hour training program that helps these frontline staff and volunteers develop the knowledge, confidence, and communication skills to create welcoming, meaningful, and memorable guest experiences.
This special four-hour workshop is designed for individuals who have already completed the Heritage Interpretive Guide (HIG) Trainers’ Course.
Participants will learn how to deliver the Heritage Ambassador Course to their own staff and volunteers or offer it as a professional training service to other organizations.
The program uses a simplified version of the HEART Approach to Interpretation:
- H – Holistic: Share the big picture and address the whole person.
- E – Engaging: Create experiences and encourage conversations.
- A – Appropriate: Recognize that every audience is unique, with varied motivations.
- R – Rewarding: Create valued results for guests, organizations, and ambassadors.
- T – Thematic: Share why our place is special through a central theme and enduring message.
What Does the Heritage Ambassador Course Teach?
The curriculum focuses on three core values that guide everyday interactions with visitors:
1. Share Our Story
Help staff and volunteers understand their organization’s mission, recognize why their work matters, and share what makes their heritage site special.
2. Every Guest Matters
Develop welcoming communication skills, recognize diverse visitor needs, listen actively, and respond respectfully to questions, concerns, and complaints.
3. Exceed Expectations
Encourage staff and volunteers to go beyond routine transactions, create positive personal connections, resolve problems, and help guests leave with lasting memories.
The course includes interactive activities, practical scenarios, the LAST Approach to handling complaints, and Authority of the Resource (ART) techniques for addressing inappropriate visitor behavior in a friendly, respectful manner.
What Will You Receive?
Every participant completing the Heritage Ambassador Trainer Workshop will receive access to five training resources:
- Heritage Ambassador Manual – The core curriculum for the four-hour course.
- Heritage Ambassador Activity Guide – Interactive exercises, discussions, and practical applications.
- Heritage Ambassador Slide Show – A complete visual presentation supporting course delivery.
- Body Language Slide Show – Supplemental materials for teaching nonverbal communication.
- Authority of the Resource Slide Show – Supplemental materials for managing inappropriate visitor behavior while protecting heritage resources.
These materials provide a ready-to-use training package that can be adapted to different heritage settings and audiences.
Thursday, December 3, 2026
Time: 8:00 AM – 12:00 Noon Hawaii Standard Time (10AM-2PM PST, 11AM-3PM MST, 12-4PM CST, 1-5PM EST)
Format: Live, interactive workshop via Zoom
Duration: 4 hours
Registration Fee: $100 per person
Eligibility: Heritage Interpretive Guide Trainers
Tim Merriman, Ph.D.
Heritage Interpretive Guide Program
Email: timfmerriman@gmail.com
Phone: 808-854-3555
Website: interpretivetraining.org
Interpret with HEART — because every guest matters!
You must be a Heritage Interpretive Guide Trainer to Register
Register HERE – $100
