Just thinking about the holiday season can bring a rush of anticipation – and yes, a little healthy chaos – for anyone in the restaurant industry. Who’s going to show up for work? What parties will come in? Will everyone get to eat, take a break, breathe?
“I still have nightmares about not knowing table numbers and triple seating. As the hostess who used to take on everyone else’s shifts, I was always worried about getting sick or burned out. One year I even ate Thanksgiving dinner with my family by booking us a ten top and taking my break exactly on time to sit and eat.” Jessica Gagnier, Account Executive at Poached.
Jessica’s story captures the intensity so many of us know – tight turn times, triple-seats, and the constant mental math of sections and covers – but it also points to the solution: anticipate the pinch points and build in support before the rush hits. With a little intention, we can turn that anxiety into a plan, shifting from survival mode to act-able steps, backups for your backups, real-time support at the host stand, and scheduling that protects rest – so the holidays feel less like a scramble and more like a smooth, well-run service.
So how do we make the holidays not just survivable – but successful?
Start With Backups For Your Backups.
The GM will inevitably be juggling comps, greeting VIPs, and solving a dozen small fires at once, while the assistant GM is just as busy keeping things moving. If you don’t always staff server assistants, consider cross-training some of your motivated bussers or food runners. With the proper credentials and age requirements, they can be a huge help – even if it’s simply flagging down a manager or supporting a busy section.
At the Host Stand: Support is Everything.
Make sure your hosts have a manager or experienced teammate nearby, especially if they’re new to holiday rushes. While many guest interactions are lovely, we all know the occasional guest comes in carrying more stress than patience. Having backup at the door can make all the difference – for your team’s confidence and for the guest experience.
Create a simple escalation ladder so hosts never feel alone: they handle standard issues, a lead backs them on sticky situations, and a manager steps in for policy exceptions or heated moments. Coach quick de-escalation: listen, empathize, offer options, and give time-based reassurance (“We’re aiming for 15-20 more minutes – can I start you with drinks at the bar?”). Normalize tag-teaming at the door so hosts can take 60-second water breaks and reset – calm is contagious, and a steady host stand sets the tone for the whole room. A small laminated “cheat sheet” of scripts and policies can turn tense moments into smooth saves.
Be Intentional About Scheduling.
Limiting too many doubles and ensuring your team gets real rest is one of the greatest gifts you can give during the holidays. It’s been a long year, and a well-rested team shows up more energized, more positive, and more ready to shine.
- Cap doubles and clopens: Set a clear limit (Example: no more than one double per week, and never a close-then-open). Aim for a minimum 10-12 hours between shifts. Rotate who takes the heavy loads so it’s fair.
- Schedule recovery time: If someone works a double or a close, give them a later start or a lighter shift the next day. Pair heavy shifts with light ones.
- Stagger start times and use micro-shifts: Add 4-6 hour “surge” shifts (e.g., 5-9pm) to cover peak windows instead of loading the same people all day. Stagger ins/outs so you don’t have a labor cliff at pre-shift and post-shift.
If hiring new employees isn’t realistic or you need extra hands for special events, Shifts can be a flexible solution. Workers are covered by occupational accidental insurance, receive 100% of their pay and tips, and you only pay for worked and invoiced shifts. Support is available seven days a week to help you fill gaps when you need it most.
Helpful resources:
• Who can use Shifts
• Who is eligible for Shifts
And here’s the most important reminder: this season is temporary, but the impact of kindness lasts.
Guests remember how they’re treated, and teams remember when they feel supported. The holidays can be intense, emotional, and exhausting – but they’re also a time when great teamwork truly shines.
Our restaurant and hospitality workers carry the energy of the room every day, and we see you. We appreciate you. We’re here to help.
May your holidays be filled with smooth seating, strong teamwork, generous tips – and hopefully zero tears in the walk-in.