Hospitality Starts with Your Team
7/10/2026
Peak season has a way of exposing every weakness in an operation.
A maintenance issue delays a check-in, housekeepers are racing against the clock, guest messages pile up faster than they’re answered, and managers spend the day putting out fires, only to realize they’ve skipped lunch and haven’t spoken to their teams beyond assigning the next task.
Stress is inevitable in vacation rentals. Burnout doesn’t have to be.
That was one of the central messages shared during VRHP’s June webinar, “Calm in the Chaos: Managing Teams During High-Stress Seasons,” where April Burns, director of fun at ICND and founder of Hospitality Heroes, and Durk Johnson, general manager at Northwest Vacations, discussed practical ways leaders can prepare their teams for demanding seasons.
Great Seasons Begin Before They Begin
One of the webinar’s biggest takeaways was that leadership during peak season actually starts well before occupancy climbs.
Johnson encouraged managers to spend more time “working on the business” rather than constantly “working in the business.” That means ensuring staffing levels are adequate, inventory is stocked, vendors are prepared for disruptions, and employees understand what success looks like before the first rush of arrivals.
Burns emphasized that preparation also includes investing in relationships.
Preseason team meetings, brainstorming sessions, and opportunities for employees to contribute ideas help create buy-in before the pressure builds. Rather than simply assigning responsibilities, leaders should invite employees into the planning process and give them permission to ask questions, offer feedback, and even make mistakes while learning.
Recognition Is Currency
Once the season begins, it’s easy for managers to focus entirely on what still needs fixing.
Burns and Johnson challenged attendees to intentionally notice what’s going well instead.
Recognition doesn’t require expensive bonuses or elaborate celebrations. A favorite snack waiting after a long shift, a handwritten note, a goofy traveling trophy, or even a quick public thank-you can reinforce positive behaviors and remind employees that their work matters. As Burns put it during the session, “Recognition is currency.”
The presenters shared numerous low-cost ideas, from learning employees’ favorite treats and music to celebrating operational milestones with pizza, popsicles, or simple team traditions. The goal isn’t extravagance; it’s consistency.
Watch for Burnout Before It Becomes Burnout
The webinar also encouraged leaders to recognize the difference between everyday stress and true burnout.
Stress often feels temporary. Employees may feel overwhelmed but believe they’ll catch up.
Burnout looks different. People become emotionally detached, depleted, and unable to see a path forward. Managers should pay attention to changes in energy, motivation, and behavior—not only among their employees but in themselves as well.
Johnson encouraged leaders to develop a trusted “flock” of people they can lean on throughout the season, while also creating opportunities to regularly check in with employees before small struggles become larger problems.
Don’t Waste What You Learned
The presenters argued that many organizations make the same mistake every year: they survive the season, celebrate briefly, and immediately move on.
Instead, Johnson recommended capturing observations throughout the busy months rather than relying on memory after things quiet down. Keeping notes on what worked, what created bottlenecks, and which employees went above and beyond makes postseason reviews far more meaningful.
After the season ends, leaders can review those notes through a SWOT analysis, celebrate accomplishments, and identify improvements before planning begins again. The cycle of continuous improvement, they said, is what transforms stressful seasons into stronger operations year after year.
Hospitality Begins Long Before the Guest Arrives
The webinar closed with a reminder that many hospitality leaders need to hear during their busiest months.
“Hospitality starts inside the team before it ever reaches the guests.”
Guest satisfaction is often treated as the ultimate measure of success, but exceptional guest experiences are built by employees who feel prepared, supported, and appreciated. Leaders can’t eliminate the chaos of peak season, but they can build the kind of culture that helps their teams navigate it together.
VRMA members can view the whole webinar here.