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The calendar says holiday, the operation says stress test. We open the doors on December and talk honestly about what it takes to build a Christmas schedule that doesn’t break your team—or your spirit. Rob Powell, hospitality lecturer and industry lifer, unpacks the art of negotiating time-off requests, the difference between empathy and enablement, and the cultural power of rewarding the people who raise their hands to cover when it matters most.

You’ll hear a taxonomy of holiday asks—from the reasonable to the wildly creative to the spiritually ambitious—and practical ways to set boundaries without losing trust. We honor the shift-covering “unicorns” who keep December running, and lay out real recognition moves that boost retention: first choice of future shifts, public praise, small perks, and protection from burnout. Then we step onto the floor for a vivid tour of Christmas morning service: pajama-clad guests, sugar-charged kids, parents on fumes, burnt waffles, pool questions, and an endless search for batteries. Through it all runs the thread that defines hospitality at its best: showing up, staying calm, and creating warmth for strangers who will remember your kindness long after checkout.

If you manage schedules, lead frontline teams, or just need a dose of camaraderie from someone who’s been there, this story-driven episode blends humor with hard-won tactics. Expect insights on staffing models, fair incentives, cross-training for coverage, and post-peak debriefs that actually improve the next rush. More than anything, you’ll walk away with renewed purpose: we don’t just keep doors open; we keep the world turning while others pause. Subscribe, share with your crew, and leave a review with your best holiday scheduling tip—we’d love to learn what saved your December.

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