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The importance of staff wellbeing during the festive rush
The run up to Christmas can be the busiest and most stressful time of the year for those working in hospitality. With longer opening hours, fuller booking sheets, and heightened customer expectations, pressure can quickly mount. While for many businesses the festive season is crucial to the year’s financial success, looking after staff wellbeing is equally vital.
Healthy, motivated, and supported employees are far more likely to deliver the level of service guests expect, while also remaining committed once the busy period is over. So, here we look at some of the options to make sure employees are happy and healthy during the holidays and throughout the run-up months.
Planning ahead to ease pressure
A recent survey from Hospitality Action showed that 57 per cent of the workforce saw understaffing and under-resourcing as the primary problem affecting their wellbeing. If this is generally true, specific planning is needed for the December holidays, often with a need to bring in seasonal workers to manage the workload. Although, with a recruitment crisis currently plaguing the industry, businesses may need to consider extra strategies to get ahead of their competition when it comes to recruitment.
Creating a supportive culture
The festive rush is intense, but it can also be rewarding if staff feel part of a team that looks out for one another. A supportive culture is built when managers lead by example, remain calm under pressure, and treat all employees fairly. Encouraging colleagues to cover for each other and celebrate successes creates an atmosphere of camaraderie. Employees who feel supported by their team will demonstrate greater resilience and more likely to enjoy the season despite its challenges.
Empowering employees could come from involving them in small but meaningful festive choices – whether that’s the staff Christmas playlist, the charity of choice for tips, or how to decorate the venue. When a team feel they’ve had a say, they’re more invested in the atmosphere and less likely to feel like just another pair of busy hands.
Even with additional team members, ensuring rotas are agreed well in advance gives employees the chance to organise their own commitments and reduces last minute stress. Where possible, managers should avoid back-to-back long shifts. Small yet effective adjustments, such as giving staff a later start the day after a late finish, can prevent exhaustion.
It’s about spreading the load sensibly, not pushing everyone to the limit, and making sure that staff feel they have a decent work-life balance. Pre-ordering apps, rota management platforms, while digital checklists can reduce last-minute chaos. Something as simple as a WhatsApp rota group (with clear boundaries on use) can make life easier for those trying to swap shifts or stay updated.
Offering practical support
Not all forms of support need to be costly. Small acts can make a real difference to how staff cope with the festive period. Arranging taxi vouchers for those finishing late, allowing flexible shift swaps, or even adjusting music levels in the venue are all practical steps. Some businesses also provide access to confidential helplines or employee assistance programmes. Promoting these services in December is a timely reminder that employee wellbeing is being taken seriously and authentically.
Some London pubs in the Fuller’s group have introduced “mental health champions”, trained team members who act as approachable contacts for anyone feeling overwhelmed during a shift. The scheme not only gives staff someone to talk to in the moment, but also helps managers spot patterns of stress more quickly.
Providing adequate breaks
Along the same lines, during busy services it can be tempting to ask employees to power through without stopping. Yet skipping breaks almost always backfires. Regular pauses give staff time to eat properly, rehydrate, and clear their head before returning to the floor. This is true of management too, as tired bosses may make bad decisions or have a shorter fuse. Creating a comfortable relaxation or break-out area, even if space is limited, signals that rest is a priority. Providing snacks or hot drinks can further lift morale and shows a team that their wellbeing is not secondary to customer needs.
Encouraging open communication
Hospitality is fast-paced and stressful – particularly when customers are in a celebratory mood and the drinks are flowing. A hospitality team should feel able to raise concerns about rotas, workloads, or difficult interactions with customers without fear of criticism. Encouraging an open dialogue builds trust and helps managers spot potential problems before they escalate.
A short team meeting at the start of a shift is often enough to share updates and check in. At the other end of the season, asking for feedback on what worked and what didn’t helps staff feel listened to and that their opinion counts.
Training staff to handle difficult customer behaviour
Much of the stress at Christmas comes from guests who have overindulged or who’re frustrated by long waits. Offering staff short training sessions on conflict management or de-escalation gives them confidence and reduces anxiety. It also helps prevent situations that can damage both wellbeing and the customer experience.
Recognising hard work
A sincere thank you at the end of a demanding shift can sometimes mean more than a financial reward. Public words of appreciation during a briefing or even a handwritten note can go a long way. That said, gestures such as extra perks, small gifts, or a festive meal together after the season ends also carry weight. Recognition is especially important in hospitality, where the team is working while others are celebrating. Knowing their efforts are valued makes the long hours more worthwhile.
Looking beyond December
Finally, businesses should view festive wellbeing not as a one-off consideration, but as part of a longer-term approach. The way staff are treated in December has lasting consequences.
Employers who prioritise wellbeing during the rush are more likely to retain their best people once things quieten down. Reviewing what worked well and what could be improved should become part of post-season planning. By doing so, staff welfare becomes central to a business’ success year after year.
To learn more about how you can support YOUR team through the festive season and beyond while ensuring you have the most robust insurance cover in place, talk to OUR team of experts today.