Spring break is a busy time for many warm weather destinations and brings with it an influx of travelers, families, and college students looking for a great tan and a chance to unwind. March normally marks the beginning of this busy season and will often be a huge test for hospitality organizations such as hotels, restaurants, theme parks, beaches, attractions, cities, and event venues.
Preparing for the spring break push will help you ensure your team is ready to provide amazing guest experiences
Every moment is a chance to build loyalty for return visits
Knowing how to deal with service interruptions or customer situations before they happen will keep you ready for anything.
Delivering great hospitality and experiences during the Spring Break period isn't just about keeping up with demand, it is about creating experiences that can stand out from your competition.
Here is how you can deliver exceptional experiences and maintain high standards during this demanding season:
1. Set the Stage: Prepare Your Team for the Rush
Spring break brings volume and high expectations - high volume, long hours, and high stakes. The key is preparing your team and setting expectations in advance.
⮞ Pre-Shift Huddles: Set the Tone Every Day
Before each shift, gather your team for a quick meeting to boost morale and set the focus.
Talk about the expected guest patterns - likely you have prior year patterns and projections to reference and share.
Remind your team about the service priorities, such as efficiency, warmth, and commitment to consistency.
Motivate your team with a positive challenge: “How can we turn first-time visitors into lifelong guests today?”
⮞ Adjust Operations for Efficiency
Understand your projected business and streamline your operations to deliver speed without losing your focus on hospitality.
Simplify processes: Adjust menus, adjust substitutions, or create pre-set options to keep orders moving.
Use technology to reduce wait times: Encourage mobile ordering, QR code menus, line busting tablets, or self-check-in kiosks.
Anticipate guest needs: Have extra staff at check-in, pre-bus tables, and be proactive with drink refills. This is targeted toward restaurants, but consider how you will keep your business clean and polished when busy.
⮞ Implement smart scheduling and staffing
Understand your needs based on last year and this year's projections.
Cross-train employees so they can step in where needed.
Stagger breaks strategically to ensure coverage.
Bring in extra support, like on demand staff or seasonal team members, if possible. But be sure you have trained them before they start work and been up front with your staffing partners about what you expect.
"Give me six hours to chop down a tree and I will spend the first four sharpening the axe." - Abraham Lincoln
2. Keep Energy & Morale High (So Service Stays Strong)
The best hospitality starts with great leadership and team support. When teams feel drained their service will slump, so keep them sharp and engaged.
⮞ Build in Breaks and Micro-Breaks
When things get busy, even the best organizations sometimes try to skimp on breaks. Make sure your team is scheduled for their 15 minute and meal breaks. And pepper in micro breaks when you can - even 3-5 minutes of downtime can recharge an employee.
Schedule breaks as a part of your business model.
Be sure your team is taking their rest breaks (especially those required by law).
Pepper in quick water or snack breaks throughout the shift as you can for quick recharges.
⮞ Recognize and Reward Hard Work
A little appreciation goes a long way during stressful shifts:
Shoutouts for top performers in team meetings (assuming they like public recognition, so know what your team prefers).
Incentives such as gamified points for prizes or gift/gas/grocery cards.
Encouragement from leadership: A simple “thank you” from a leader can boost morale. Recognition doesn't have to be complicated.
⮞ Ensure proper training and tools
Nothing saps morale quicker than not being trained or enabled to do a job.
Ensure every team member is trained in their roles.
Make sure everyone has the product and tools to do their job.
Check in to see what your team needs to be ready for action.
Book Tony Johnson today to speak at your next meeting or lead a training event in you business. Set up a call to discuss your personalized event.
3. Deliver Fast, Friendly, and Quality Service
Guests expect quick, efficient service, but they also want warmth and hospitality. Here’s how to balance speed with experience:
⮞ Master the Art of Anticipation
Train your team in empathy so they can anticipate what guests will need next.
Spend time reviewing last season's feedback so you can ensure that service is on point.
Conduct regular hospitality training and role-plays to help your team understand guests
⮞ Empower Employees to Make Quick Decisions
Train staff to handle minor guest issues on the spot (ex: comping a drink for a long wait or upgrading a room).
Set clear guidelines for when to escalate issues to managers.
Train your team to handle decisions quickly, while still making guests feel special.
⮞ Leverage Technology to Speed Up Service
Offer mobile check-ins and self-ordering to reduce lines.
Use a pager system or text alerts to notify guests when their table, order, or room is ready.
Ensure your technology works, is easy to use, and integrates into your systems (be sure to check before releasing to guests).
4. How to Handle Challenging Customers with Confidence and Professionalism
Peak season often brings big emotions - that could be impatience, frustration, or even customers who become disruptive. This is the least fun part of working in hospitality, but knowing how to de-escalate situations can make this a bit easier.
⮞ Stay Calm and Listen First
When a customer is upset, let them vent before responding. Many just want to feel heard. Use active listening phrases like:
“I completely understand why that would be frustrating.”
“I appreciate you bringing this to my attention. Let me see what I can do.”
⮞ Set Boundaries When Needed (Without Losing Professionalism)
Some guests cross the line—whether it’s excessive complaints, rudeness, or intoxication. Stay firm while keeping your cool:
“I want to help, sol let's work on resolving this together.”
“I understand your frustration. Here’s what I can do for you right now.”
“That would frustrate me, too, let's find a solution so we can all continue having a great time."
⮞ Offer Solutions, Not Just Apologies
Instead of just saying “I’m sorry,” provide a path to resolution:
“I see the issue. Here’s what I can do to fix it right now.”
When necessary, compensate strategically—a small discount, a free dessert, or VIP perks on their next visit can turn a bad moment into loyalty.
Follow up and make sure the solution did the trick.
⮞ Handle Intoxicated Guests with Care
Spring break means more alcohol-related incidents. Make sure your team knows how to:
Politely, but firmly cut someone off.
Call for help when needed without escalating tensions.
Encourage safe alternatives, like arranging a rideshare.
Whatever your policy, be sure you have one and that your team knows it by heart so they don't panic when things become stressful.
5. Create Memorable Moments That Bring Guests Back
The spring break season is short and temporary, but guest loyalty can last a lifetime. Make sure every visit is memorable so that guests want to return even after they have outgrown spring break.
⮞ Personalize the Experience
Use guest names whenever possible.
Get to know guests just a bit beyond the transaction - ask guests about their trip or hometown.
Do the little things like offering to take photos and suggesting local favorites.
⮞ Surprise & Delight
Offer a free appetizer to a table that experienced a longer than expected wait.
Give children a small treat, sticker, or souvenir.
Leave handwritten thank-you notes in hotel rooms, in airline seats, or on the receipt.
⮞ Encourage Social Sharing
Have photo-worthy spots and hashtags guests can use.
Offer a discount or freebie for checking in or tagging your business online.
Be sure to respond to those who tag or mention you online.
Tony Johnson is the author of 3 books on leadership and customer experience, but most recently published a cocktail book suitable for resorts, restaurants, theme parks, or even on your home bookshelf. He has a background in restaurants and food service, and Proof Positive represents a lifetime of hospitality and entertaining.
Spring break is a pressure test to be sure, and often stretches businesses and cities to their limits. This year, in my home state of Florida, cities are making sure visitors know what is expected of them to protect safety and ensure a good time for everyone. But this also represents a huge opportunity to make an impression on first-time visitors.
By preparing your team, prioritizing efficiency, keeping morale high, and handling difficult customers with confidence, you can turn a seasonal challenge into a hospitality success story.
This way, you can always keep customers at the center of everything you do, even during busy and challenging times.
Tony Johnson
* Written 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 and the Chief Experience Officer for 4xi Global Consulting.
Tony is available to help with your Customer Experience and Employee Engagement Strategies, inspirational keynote talks, team training and development, and executive leadership coaching.
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