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Supporting Staff Through Change: A Guide for Tourism & Hospitality Managers

Hotel receptionist engaging in a phone conversation while assisting a customer at the modern front desk

This info sheet is part of our Safety Talk series for those who work in tourism and hospitality, developed in partnership with go2HR. Download the Navigating Change document as a quick reference tool or or watch the video.

As leaders in tourism and hospitality, effectively managing change directly impacts both staff wellbeing and operational success. It also creates a psychologically safe environment for your workers. 

Change can include everything from:  

  • Adapting on shift to last minute guest requests, product shortages or unexpected staff shortages 
  • Changes in working conditions, such as increases or decreases in business volume, changes in weather conditions, emergency situations 
  • Seasonal work shifts or changing work schedules 
  • New colleagues, supervisors or managers. 

Changes can be positive or negative, and even positive changes can bring up strong emotions.  

Here are some strategies for how to create a supportive environment during periods of change. 

Establish Clear Communication Channels  

  • Create regular touchpoints with staff before, during, and after transitions.  
  • Schedule one-on-one meetings to discuss concerns, career goals, and potential opportunities.  
  • Implement an open-door policy and demonstrate active listening when staff share their concerns.  
  • Use the DEAR framework (Describe, Express, Assert, Reinforce) in your communications to model effective dialogue. 

Develop Transition Planning  

  • Start conversations about seasonal changes well in advance.  
  • Create individual transition plans with each staff member, including clear timelines, expectations, and potential return opportunities.  
  • Consider implementing a “seasonal alumni” program to maintain connections with valuable team members during off-periods. 

Provide Practical Support  

Help staff prepare for changes and transitions through concrete assistance: 

  • Connect them with industry partners for off-season employment 
  • Offer letters of recommendation 
  • Share information about relevant training opportunities 
  • Provide resources for unemployment benefits 
  • Create partnerships with complementary seasonal businesses 

Build Professional Development Opportunities  

Use slower periods for skill enhancement: 

  • Arrange cross-training sessions 
  • Facilitate industry certification programs 
  • Create mentorship opportunities between year-round and seasonal staff 
  • Develop virtual training modules for off-season engagement 

Foster a Culture of Trust  

  • Acknowledge the emotional impact of changes.  
  • Create safe spaces for staff to express concerns without judgment.  
  • Recognize that even positive changes can create stress, and validate these feelings while maintaining appropriate boundaries. 

Implement Practical Tools  

Help staff develop resilience through structured support: 

  • Introduce the “control inventory” exercise during team meetings 
  • Share stress management techniques like the “worry window” 
  • Encourage use of the 5-4-3-2-1 grounding technique during challenging moments 
  • Create peer support systems among staff 

Monitor and Adapt  

Regularly assess the effectiveness of your support strategies: 

  • Conduct exit interviews with seasonal staff 
  • Gather feedback through anonymous surveys 
  • Track return rates and reasons for non-returns 
  • Measure staff satisfaction during transition periods 

Remember that well-supported staff are more likely to return for future seasons, maintain positive relationships with the organization, and recommend your workplace to others.  

This investment in staff wellbeing directly contributes to operational stability and service quality. 

Consider implementing a formal “welcome back” program for returning seasonal staff, including refresher training and team reintegration activities.  

This demonstrates your commitment to long-term relationships with seasonal employees and helps maintain consistent service standards. 

By prioritizing open communication, providing practical support, and acknowledging the challenges of transitions, managers can create a more resilient workplace culture that benefits both staff and the organization as a whole.