Author: Lyn Rogers
The first time I worked a shift during the holiday season at a family-owned shop selling Christmas ornaments, I expected hustle and bustle. What I didn’t expect was the way the store filled with customers craving connection. Some people rushed through, checking gifts off their lists, but others lingered around to chat. In those moments, I found myself playing roles far beyond a sales associate—confidant, guide, and occasional therapist. These small yet meaningful interactions were a bright spot within the chaos of the holiday rush, and they reminded me of the importance of human connection.
For those of us who’ve spent time in hospitality—whether as servers, managers, drivers, bartenders, retail associates or any of the other hundreds of job titles our industry encompasses—this realization is familiar. It’s easy to see the job as one of service, but the truth is that sometimes our customers impact us just as much as we help them. They teach us lessons in empathy, lead us to opportunities for growth and even have the power to change our perspective.
Skills That Stay With You
One of the most rewarding aspects of hospitality work is its endless variety. We see new people every day, all in different walks of life. Over time, our daily interactions sharpen our skills in ways no textbook or training program ever could. Communication becomes second nature. Problem-solving becomes a reflex. You learn to read people’s needs and adapt in real time.
For example, consider a frustrated hotel guest who’s just arrived after a delayed flight. They get to the front desk tired and irritable. Interacting with the hotel clerk can make a difference in their mood, for better or worse. The key is reading the room and gauging what could turn their day around. Maybe it’s an upgrade, a thoughtful dining recommendation or simply lending your ear to hear them out. Situations like these teach customer service and so much more: quick thinking, empathy and resourcefulness—qualities that serve well in every corner of life.
Bonding With Others
There’s a great sense of fulfillment that comes from making someone’s day just a little brighter. Maybe it’s a small gesture: a warm smile, recommending a favorite local spot or remembering a regular customer’s go-to drink order. Other times, it’s something more in-depth, like helping a guest find the perfect gift.
I still think about the elderly couple who visited the ornament shop one December. Their daughter was expecting her first child, and they were looking for something special to celebrate. I suggested a custom ornament engraved with their grandchild’s name, and their gratitude was unforgettable. They even came back after the holidays to tell me how much their daughter loved the gift. It wasn’t their thanks that stuck with me, though—it was the joy I felt knowing I’d helped create a meaningful moment for their family.
Hospitality is all about the guests—but we can’t forget the bonds we form with coworkers, too. In an industry where teamwork is essential, the connections built during busy shifts become something deeper. Over time, colleagues might even feel like a second family. During one particularly hectic holiday season, my coworkers and I decided to stay late and decorate the cashier station. It wasn’t in our job description, but it was something we were all excited about doing. That night, we worked as a team. We were tired—like, barely-holding-our-coffee-cups tired—but we cranked up some Christmas music, grabbed the glitter and went all out. Seeing our customers’ smiles the next day? Totally worth it.
Growth Beyond the Job
Empathy, patience and adaptability—the core skills of the industry—extend to every aspect of life. These qualities also shape how we see the world. An exchange with a stranger becomes an opportunity to connect rather than a task to complete. The ability to remain calm under pressure builds confidence and resilience.
At its core, hospitality is about people—guests and coworkers alike. It’s about finding purpose in small moments and making connections in unlikely places. For those who’ve worked in the industry, the rewards go far beyond the paycheck. Hospitality is a two-way street, where workers and guests alike thrive on genuine connection. Read more about how these interactions create unforgettable moments for guests.