Fired Up, Not Burnt Out: Five ways to support hospitality teams this festive season
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The festive season is one of the most demanding times of the year for hospitality teams, with long hours, high customer volumes, and operational pressures all taking their toll. Ensuring staff remain energised, motivated, and supported is essential—not just for maintaining service standards, but also for staff retention and overall wellbeing. At Tech on Toast’s recent brunch at Caravan Covent Garden, hospitality leaders from Nightcap Group, Mollie’s, and Planday shared practical strategies for keeping teams fired up rather than burnt out during this critical period.
Moderator:
- Chris Fletcher, Founder, Tech on Toast
Panellists:
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Mike Phillips, Head of Talent Attraction, Nightcap Group
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Trudi Parr, Head of People & Development, Mollie’s
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Sarah Haddon, VP of Growth, Planday
Here are five key takeaways from the session:
1. Protect your people and their breaks
The resilient team members are often the ones most at risk of burnout. Operators should proactively protect staff by scheduling breaks, avoiding last-minute changes, and using tools like shift meal notifications. Technology should support staff wellbeing, not replace human interaction, and businesses should avoid overloading teams with multiple apps or constant out-of-hours messages.
2. Be proactive, not reactive
Planning ahead is critical. Many hospitality businesses still give staff only a week or two’s notice of their shifts, despite tech solutions that allow long-term planning. Proactive scheduling helps reduce stress, improve retention, and ensures teams can balance work with family commitments, with some staff working shorter or longer shifts as needed.
3. Prioritise human-first interactions
Technology should free managers to spend time connecting with their teams. During the festive season, support centre staff can make a real difference by being present in bars, restaurants, and cafés. Structured communication tools (getting off WhatsApp) and transparent discussions around takings and incentives help staff feel valued and informed.
4. Adapt operations to cope with demand
The festive period often means more customers and operational pressure. Businesses may need to adjust how they operate, from changing opening hours to redistributing staff across roles. Flexible scheduling, combined with clear communication and support, allows teams to maintain high-quality service while managing increased workload.
5. Incentivise, recognise, and retain
Transparency around takings and clear performance incentives can motivate staff without over-relying on tech. Happy, supported employees are more likely to stay longer, reducing the costs of recruitment and training. Operators who create enjoyable experiences for seasonal staff, particularly students, can build loyalty and retain talent year on year.
By prioritising staff wellbeing, planning proactively, fostering human connections, adapting operations to meet demand, and recognising contributions, hospitality businesses can navigate the festive rush more effectively. These strategies not only help teams thrive during peak periods, but also build loyalty, reduce turnover, and strengthen workplace culture throughout the year. Supporting your people is the key to keeping both staff and customers happy, ensuring a successful and sustainable festive season.