The renowned art historian Gustav Friedrich Waagen once said, “First delight, then instruct.”

This simple yet profound statement captures the essence of effective teaching and training—an approach that prioritises engagement and emotional connection before diving into the intricacies of instruction.

If you were teaching magic, would you begin with a tedious lecture about the mechanics of sleight of hand? Certainly not. You’d start with a captivating magic trick, one that seems simple at first glance but reveals itself as something extraordinary to the keen learner. To those uninterested, it might appear mundane; but to the eager student, it becomes an invitation into a world of wonder and possibility. The trick serves not just to impress, but to ignite curiosity and enthusiasm, setting the stage for deeper learning.

By delighting someone first, you capture not only their mind’s attention but, more importantly, their heart’s engagement.

Why is this relevant to Hospitality & Service Industries

In the hospitality and service industries, the principle of inseparability is crucial—the production of a service cannot be separated from its consumption. Every interaction between a guest and staff member becomes a moment of truth where the service is created and experienced simultaneously. Therefore, the training of front-line staff is pivotal to exceptional service design and delivery.

Too often, training programs are treated as checklists of dos and don’ts, regulations, and scripts to be memorized. But effective training in hospitality goes beyond information transfer—it must also inspire. When training inspires, it not only conveys what needs to be done but also why it should be done and how it can be delivered with genuine warmth and authenticity. This approach transforms a team from being mere executors of tasks to becoming ambassadors of unforgettable experiences.

The Power of “Delight, Then Instruct” in Training

Consider the power of this insight for managers and trainers who work closely with skill-oriented workers, such as servers, concierges, front desk agents, housekeepers, and other front-line staff. These are roles where teaching moments often occur in the heat of the moment, mid-task, or even in front of peers. The method of “delight, then instruct” can be transformative in these settings, allowing feedback and guidance to be received not with apprehension but with openness and eagerness to learn.

Instead of jumping straight into rules, protocols, and corrections, start by capturing your team’s attention and imagination. Find something to say, do, show, or share that will genuinely delight them. When they are engaged, their defenses are down, and their minds and hearts are open. That’s when instruction can be most impactful.

Real-World Examples

1. Teaching the Art of Welcoming Guests:

Imagine you want to teach your team about creating an unforgettable welcome for guests. Don’t begin in a sterile conference room with a slide deck presentation. Instead, set the stage for your training the way you would for a special guest arriving at your hotel or restaurant. As your team enters the training room, greet each person with a warm smile and a personalized welcome. You could say, “Welcome, Mr. Joshi! We’re delighted to have you here today,” just as you would with a guest.

To add WOW to the experience, consider offering a welcome drink, a small treat, or even a warm towel—something unexpected yet delightful. It doesn’t have to be elaborate; it just needs to be thoughtful. Alternatively, if you have a multicultural team, consider welcoming them in the local language or their native tongue. This small but meaningful gesture does more than convey hospitality; it demonstrates it in action.

This immersive approach helps staff feel firsthand the emotional impact of a warm welcome, making it more likely they will replicate that energy with guests. It transforms the abstract concept of “a good welcome” into a lived experience, making it memorable and more likely to be embraced.

2. Training on Active Listening and Empathy:

Suppose your goal is to enhance your team’s skills in active listening and empathy. Start with a storytelling exercise. Share a powerful, emotionally compelling story—perhaps a real-life anecdote about a guest experience gone awry due to a lack of empathy, followed by a contrasting story where a staff member turned a situation around with exceptional listening and understanding.

After setting the emotional stage, ask each participant to share a moment from their life when they felt truly heard or understood. This creates a sense of vulnerability and connection among the team. When they’re emotionally invested and have felt the power of empathy themselves, you can then move into instructing the key techniques of active listening: maintaining eye contact, mirroring body language, summarizing key points, and expressing empathy verbally. The emotional engagement primes them to internalize and apply these skills more naturally.

3. Teaching Conflict Resolution:

Conflict resolution is a critical skill in hospitality, where guest complaints and conflicts are inevitable. Instead of starting with role-playing scenarios or a dry explanation of company policies, begin by creating a sense of shared purpose. Start by showing a short, inspiring video of a world-class negotiator or peacemaker in action, someone who diffuses tension with grace, empathy, and confidence.

Then, lead a group discussion on what elements made that person effective. Was it their calm demeanor? Their choice of words? Their body language? After capturing their interest and setting a high standard, guide them through practical role-play exercises where they can practice these techniques in a safe, supportive environment. By first inspiring them with a vision of what great conflict resolution looks like, they are more motivated to learn and practice the steps.

To make this WOW, get a senior leader to come in and actually solve a complaint of the participants!

Transforming Training into Memorable Experiences

In hospitality, training should be more than a procedural necessity; it should be an experience in itself. The more we can engage, delight, and emotionally connect with our teams, the more effective and lasting the training will be. As leaders, we have the opportunity to not just instruct but to inspire—to turn every training session into a memorable experience that our team members carry with them long after the session is over.

By incorporating the principle of “first delight, then instruct,” you turn your training sessions into compelling, engaging, and meaningful experiences. You will not only teach skills and protocols but also instill a deeper understanding and passion for what exceptional hospitality truly means.

As always, we invite you to share your unique implementations and stories of how you’ve brought these insights to life within your teams. Let’s continue learning from one another, delighting, and inspiring along the way.