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The festive season is a magical time for travel, celebrations, families get together and creating memories. However behind seamless experience at hotels, restaurants and airports are hardworking employees managing a stressful season. It is busy season for businesses in tourism and hospitality but even in retail. I imagine myself the upcoming days to go for shopping to buy gifts for my family. Showing empathy as client can make this Xmas not only special for you but also for those who serve you.

Why Empathy Matters in Tourism and Hospitality?

Empathy is the foundation of positive human interactions, especially in tourism and hospitality, where emotional connections can significantly impact overall experiences. The holiday season brings travellers, excited guests, and busy businesses, but it also brings pressure, long working hours, and challenging situations for frontline staff. When it is busy, the issues arise altogether.

However clients approach these situations with empathy, they create a more collaborative and pleasant environment. Understanding the perspective of service workers—whether hotel staff, restaurant servers, tour guides, or airport personnel—can turn a stressful moment into a positive and memorable one.

For example, delays at the airport, long wait times at hotels, or unexpected hiccups at restaurants are inevitable during busy holidays. An empathetic response, such as being kind instead of rude, helps staff feel valued and supported, motivating them to deliver the best possible service despite challenges.

Furthermore, empathy fosters mutual respect and appreciation. Service workers usually go the extra mile to meet client expectations, and recognizing their effort can make the interaction rewarding for both parties. This kind of understanding contributes to happier experiences, smoother operations, and stronger relationships between businesses and customers.

Let’s see some tips to be an empathetic client:

I understand that long line and busy staff is very common during the festive season but be understanding not frustrated as an example if the hotel check in takes longer during the peak time imagine some housekeepers and front desk agents working hard to give you the room. Believe me they do not wish to create hassle for you, instead they would definitely prefer to give you the key and have a peaceful duty.

They say thank you and please make wonders. This festive season make the different with simple things, show gratitude and leave positive reviews for an good service. For you perhaps it is not important but for them it is critical.

Furthermore, as I can confirm with you holiday bonuses and overtime salaries do not always cover every hardworking employee, thus small gestures or tips can mean a lot. I remember back then I was working at the hotels, every time someone gave me with a chocolate or a tip, to be honest with you they made my day better.

It was back on 2015, I had to work a shift on 25th of December from 14.00 till 22.00 hrs, it was the worse scenario as I did not enjoy family lunch and I was too tired to enjoy family dinner either. The hotel was completely full and people were enjoying all together, standing at my desk and thinking my family. Then a family approach to the reception and gave me a card with a tip inside. I was highly surprised as they were not repetitive clients that we had built a relationship but they were happy with us. It changed my mood completely and I was more productive and happy.

Therefore dear travellers always remember your actions matter and being empathetic spreads the holiday cheer! This festive season let’s celebrate not just as travellers or guests but as thoughtful humans. Your empathy can turn someone’s challenging workday into a meaningful holiday memory! Ho Ho Ho!