What hospitality workers need to hear this festive season.
By: Mike Dalley
Tags: UK, Communication, Leadership, Christmas, Covid 19

Photo by Jean Estrella on Unsplash

Call 2020 what you like… tempestuous, horrendous, challenging and so on, but I will bet you my salary that hospitality workers have had a tougher time of it than many other industries. In the UK, with the announcement of new restrictions and the possibility of more to come, it looks like things are not going to get any easier.

I might be biased for saying this — correction: I am certainly biased — but I feel that hospitality has been completely and unnecessarily vilified during this pandemic. Countless reports and datasets demonstrate that hospitality venues — as long as they are COVID-secure — spread the virus to fewer people than retail or supermarkets. If the virus spreads faster, then we are the first sector to close and the last one to open and you will never get me to agree with that. Things have gotten so bad that there is a petition circulating to appoint a Minister for Hospitality in the UK government. I’ve signed it, but this will never happen. I can give you my opinion on what should happen, but that’s for another post.

Like many leaders around this time of year, I am putting together a Christmas message for the team. Most years, it’s formulaic; “happy holidays to one and all”, “hope you get some well-earned rest”, “thank you for all you do” and so on. One year, I am ashamed to say that I crowbarred in a line along the lines of “make sure you complete all of your mandatory e-learnings”.

This year, the message has gone right back to the drawing board; what will hopefully be one of the final deviations from the norm in a disruptive and upsetting year for many in my beloved industry:

“Happy holidays”

OK, so this line remains but with an amended meaning. This year, due to closures and restrictions, the reality is that many hospitality workers might actually get some respite this Christmas and New Year. It’s time to wish them well on what might be a rare high season at home. For those who remain at work, be sure to appreciate them, as nothing is quite as lonely as keeping the kitchen or floor going in an empty or near-empty restaurant, café or hotel.

“We’ve got your back”

At this time, the role of leadership to support their team is greater than ever before. What’s more, this support should be flexed and offered in new ways. Outline the ways employees will be able to grow and develop in 2021; after all, this year of reflection will breed a new year of learning.

I also feel that it’s only right to support those who feel that they have run their course with working in hospitality; I wouldn’t blame anyone for wanting to go and see if the grass is greener (I’ll be honest, it probably is). Be open with your team and offer to help them skill up for this move, time off to meet recruiters or assist with interview practice. It would be the most unexpected gesture but would likely be well-received.

“We are here for you” and “Be there for each other”

The levels of financial support afforded to most furloughed workers around the world has been good, but even the most generous countries will see affected employees taking home less than normal. Leading from this, financial worries — often exacerbated at this time of year — will lead to great concerns for many.

Other workers will be isolating this year, or simply spend the holidays alone and outside of their home country. As a leader, empathise with this and encourage workers to reach out to you at any time over the festive season. It costs nothing to keep your work phone on and checking texts or emails regularly, just in case someone needs to talk.

Encourage the team to do the same as well. Maybe some people will not want to talk to their managers. Drive home the importance of understanding that no-one knows how the person next to them is feeling.

“See you soon”

If there’s one thing I am certain of, it’s that the pastimes of travel and eating out will return; looking at the behaviours of people when restrictions are lifted — whether you agree with it or not — affirm that people are desperate to get back on the move. Remind your team of this, whilst assuring them that your business can and will operate safely and within the law.

On a more personal note, simply sharing with you workers that you cannot wait to have them back in the New Year / after lockdown / at an indeterminant point in the near future will reassure them that even in this time of employment insecurity, they have a job to go back to.

“Things will get better”

Acknowledge that 2020 has most likely been perceived by your team as a s**tshow. It has my side; we’ve made sweeping redundancies and the furlough scheme — although very much welcome — has been challenging to administer and has resulted in under and over-payments for some. Put your hands up and acknowledge these moments; after all, no-one will be expecting anyone to execute their role to perfection in disruptive times.

Assure your teams that 2021 will be a year of rebuilding and reconnection — this will not be wishful thinking. Encourage your teams — as much as they can financially and safely afford to — in getting out and support this beleaguered industry.

As my company says, “We’re here to stay”.