Holidays and the Art of Hospitality

Tony Johnson
1 day ago
6 min read

The holidays are a masterclass in hospitality.

We are deep in the whirlwind of holiday events and gatherings - heralded by Thanksgiving, which I believe to be hospitality in Holiday from. This time of year has amazing opportunities to bring people together create memories for a lifetime.

Many of these gatherings are steeped in tradition, ritual, and shared meaning that brings people together around tables, bars, and in my case, even pools here in Central Florida.

At the heart of all of it is hospitality fueled by a sense of welcoming, belonging, and care. Think about it. Someone invites you into their homes, welcomes you warmly at the door, works to create a warm + inviting experience, and then wishes you well as you head home after a fun, food-filled get together.

That sounds like the foundations of great hospitality to me.

This is truly one of my favorite times of year. Hosting parties and bringing people together in my home has always been something I've enjoyed - and probably a carry over from the many years I spent in the hospitality sector serving guests. As a full time speaker and consultant the last 6 years, this is my time of year to dust off those old restaurant and service skills and put them to work.

The fundamentals of hospitality are still the most important pieces, regardless of whether you are a value or luxury offering. Without smiles, welcomes, gratitude, and attention to detail, it all falls flat.
Great hospitality focuses on people and making sure they have what they need.
The holidays show us that hospitality doesn't have to be complicated, it just has to be a consistent priority.

72 percent of Americans say their most powerful emotional memories come from the holidays. - Pew Research

Here is what we can learn from the best holidays hosts and how to apply it to improve customer experience in your business. Hospitality continues to be a differentiator in markets that are becoming ever-more commoditized.

Warm Welcomes are Everything

Great holiday hosts understand that the experience starts the moment someone arrives. They greet guests with eye contact, warmth, and genuine enthusiasm. That quick acknowledgement builds connection and influences how people feel for the rest of the night.

A sincere welcome and smile puts people at ease
Guests relax faster when they feel like they belong
First impressions start experiences on the right foot

Hospitality Nugget: Great hospitality organizations focus on welcoming guests into their spaces. That first moment defines the entire experience as is a critical experiential bookend.

I'm reminded of what Buddy said in the classic holiday movie Elf: "I just like to smile. Smiling's my favorite."

Intentionally Anticipating Needs

Outstanding holiday hosts plan ahead. They prep seating, adjust lighting + music , check dietary needs, food preferences, set the temperature just right, and time their dishes with care. Guests rarely notice the planning, but they always feel the impact. Nothing feels accidental because the host already thought about it and worked out the potential kinks in the plan.

Anticipation eliminates potential issues in the experience
Thoughtful preparation signals respect for individuality
Well prepared hosts create warm and inviting spaces with guests in mind

Hospitality Nugget: Great service feels a bit like magic in that needs are met before guests even realize they have them. Teams serve with empathy and intentionality, ensuring that service is proactive and tailored.

Personalization Creates Emotional Connection

Holiday hosts know their people. They remember who avoids dairy, who loves the crispy edges, what foods always hits well, and what kind of music will please the crowd. These small touches are the moments guests remember because they show that someone has been paying attention.

Personal touches show that you care and are paying attention
Understanding is a powerful form of hospitality
Familiar experiences bring comfort and show intentionality

Hospitality Nugget: Tailored, personalized experiences creation connection and a sense of belonging. They bring people back again and again because people love working with businesses who remember their names and preferences.

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Execution Brings the Experience Together

Even the best intentions fall apart without strong execution. Great holiday hosts make sure that the beef wellington is done on time, that the house is clean, and that the temperature is just right. They taste their food and make sure that the drinks are chilled when guests arrive. And nothing happens by chance, they make a list, and unlike Santa, they check is more than twice.

When things are ready on time, it reduces stress on everyone
Attention to detail and intentionality ensures things are just right
Strong basics and planning produces high quality outcomes and experiences

Hospitality Nugget: Great experiences are built on execution - the process that ensures quality, value, and consistency for guests. The seemingly boring details are what make hospitality seem effortless.

Belonging Makes the Season Feel Special

What separates a good holiday gathering from a great one is the feeling of being included. The best hosts don’t just serve food - they create a space where people feel valued, welcome, and comfortable. They build a sense of community where connections are made, people can unwind, and no one feels left out.

People want to be included and feel like a part of something
Belonging strengthens emotional connection
People stay where they feel comfortable and welcomed

Hospitality Nugget: Create a sense of belonging where guests can see themselves in the experience and feel included. Design with your guests in mind to meet their needs.

Technology is an Enabler - But You Still Own It

Even the best holiday hosts use tools behind the scenes. I use ChatGPT to plan my cooking timeline, organize my menu, and ideate recipe updates or new menu items. It can sharpen execution + safe time, but it doesn’t replace my judgment or heart. Holiday hospitality is still driven by people no matter how much AI you use to make it easier.

• Technology reduces friction and promotes efficiency

• Digital tools improve planning and clarity

• Tech can support the work but won't create warmth

Hospitality Nugget: Use technology to accelerate execution and process - but always keep the human at the heart of hospitality and service. Also remember it won't drive creativity, so your spark will keep you from being just like everyone else in your industry.

When Something Goes Wrong, Fix it.

Something always goes sideways over the holidays. A dish burns, the sweater doesn't fit, or someone hurts someone's feelings by mistake. It happens, despite all the planning and best intentions. The best hosts don't panic - they smile, apologize, and fix it. They do it calmy and stay the anchor that everyone can depend on.

Quick acknowledgement of the problem sets the tone
Sincere apologies and quick fixes repair frustrations
Everyone remembers and appreciates open-minded problem solving

Hospitality Nugget: Guests often remember that your fixed something for them rather than the problem you fixed. Make sure you have a solid process for service recovery that empowers your team.

The Power of a Thoughtful Farewell

Great holiday hosts understand that the party isn't over until everyone leaves with a friendly farewell. They walk guests to the door, help with coats, thank them sincerely for coming, and make sure no one leaves feeling rushed or forgotten. That final moment matters because it’s the last emotional impression people carry with them.

A thoughtful send-off reinforces appreciation
Clear, unrushed goodbyes create emotional closure
The final moment shapes the lasting memory and make people want to return

Hospitality Nugget: The final moments matter and guests want a friendly farewell, a sincere thank you, and an invitation to return. This is the other crucial experiential bookend.

The holidays are a great example of what hospitality looks like then it is done well. Great hosts make people feel welcomed, understood, and at ease - and they make it look easy (even though it isn't).

Great holiday hosts can teach us so much about how to integrate hospitality into our businesses. Great hospitality doesn't just apply to hotels and restaurants - it is applicable to any business where you meet people. The principles of kindness, execution, understanding, anticipation, and recovery will benefit any business that wants to improve customer experience, retention, and loyalty.

These principles are foundational to building relationships with customers that ultimately will lead to increased sales and higher margins well beyond the holidays.

The key, as always, comes back to keeping people at the center of everything you do.

Tony Johnson

* Crafted with care + intentionality by a real human, not A.I.

Tony is an award winning speaker and author on the topics of sales growth, customer experience, and leadership. Tony speaks to thousands annually and has been featured on ABC News and Fox News. He is available for business planning, motivational keynotes, leadership workshops, and employee service skills training.

Tony is the founder of Ignite Your Service + Consulting and the Co-Managing Partner, Co-Owner, and Chief Experience Officer for 4xi Global.

Tony is available to help with your Customer Experience and Employee Engagement Strategies, inspirational keynote talks, team training and development, and executive leadership coaching.