At first glance, it might appear that Aquila’s training content is focused on developing practical skills — storytelling, safety, service. But the real impact of our training often comes from something deeper.
When I step into a room filled with tour guides, frontline staff, or destination partners, my hope isn’t just that they leave with tools or strategies. My hope is that they leave feeling empowered — to connect with their guests, to support one another, and to take pride in the important work they do.
Every cruise season in our Living Lab in Saint John, we see this in action. New guides often arrive focused on getting the facts right — a little nervous about forgetting a date or a detail. And of course, accuracy matters. But what guests remember most isn’t the commentary. It’s the feeling. It’s how a guide made them feel welcome, or how a moment on tour turned into something meaningful.
I feel so fortunate that I experienced this first-hand as a Tour Guide myself. Thinking back to when I started guiding at 16, I was so nervous about getting everything right, so focused on knowing every fact and every process. But as I conducted more and more tours, something shifted. There were so many stories I loved, and I began to tell those stories, not just recite facts. I started really using my own voice, finding my own style. And I made space to interact with guests, to connect with them, to share, to laugh, and to learn with them. It made all the difference for me – I loved what I was doing, and I was having fun. And quickly I saw that it was meaningful to my guests too.
Aquila’s purpose says that our shining stars light the path of excellence, inspiring meaningful connections and transformative discovery for all who work, live, and play in the cruise industry. When I became a Tour Guide, I found my light, and now, for me, every training session is a chance to help someone see their own light.
That’s what training with heart is all about. We don’t just teach in a classroom and move on. We get to connect with the people we train, including our own teams here in our Living Lab, and we get to see the impact on the people we train and their guests, at the piers, on the buses, and in those quiet, powerful moments when a guest simply says, “You made my day.”
Training with Heart means giving people tools they can actually use — and the confidence to use them in real, human ways. It means reminding them of their impact, and the difference they make for their guests. And it means showing that being true to themselves is not just okay — it’s what makes the experience better.
If there’s one thing I’ve learned from tour guiding and training over the years, it’s this: content informs, but connection transforms. If you know how to connect with someone, to help them feel seen and valued, to share a moment, you’ll create magic – for your guest, and for yourself.
Tell me: What helped you understand the power of connection in your work? Who helped you light that spark? I’d love to hear your story.
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Aquila Center For Cruise Excellence
