How to improve customer service at Christmastime

How you can keep customer service smooth, welcoming and memorable during your busiest periods this festive season.

Create a contingency plan

If service runs behind, prep your staff to be ready to offer a goodwill gesture – perhaps a complimentary mocktail, bar snack or dessert. It buys time and can turn a negative experience into a positive one.

Keep guests in the loop

Make sure your Christmas opening hours are easy for customers to find online, on menus and in the venue. If things are running late, be upfront with guests on arrival so they know what to expect. And brief your front-of-house team to tell customers if there are delays during service.

Make waiting part of the experience

Queue for the bar? Hand out mulled apple juice tasters. Busy kitchen? Offer a festive trivia card or mini pub quiz to keep tables talking and relaxed while customers wait.

Add a touch of surprise

Small gestures go a long way. A mini candy cane, cracker or seasonal nibble on the table makes bookings feel special. You could even dress your team in subtle festive accessories to raise the Christmas spirit.

Keep the energy high

The atmosphere is as important as the food. Encourage your team to have high energy. Greeting guests with warmth, a smile and seasonal comment creates connection and a positive first impression.

Think beyond the table

Offer coat checks, gift-wrapping for takeaway purchases or help with booking taxis. Extra thought during the busy season can make your venue stand out and encourage return visits into the new year.