Reflections, Resilience and Planning Ahead for Hospitality

Andrew Carr, ETC Finance

Last Sunday, my wife and I made our annual visit to Waddesdon Manor to enjoy the Christmas Market and the lights display. It’s a National Trust property we’ve been visiting for more than 30 years now – first as a couple, then as a family, and now once again as a couple. And, of course, no visit would be complete without my traditional treat of the old fashioned sweets - Pineapple Chunks.

Walking around, I found myself reflecting on how the business has evolved over those three decades. Waddesdon has continually adapted to changing customer expectations, economic pressures, and operating challenges – a reminder that long-term success in hospitality depends on the ability to change, improve and plan ahead.

Lessons from a Challenging Year

The past year has been a difficult one for hospitality, and the outlook for the year ahead remains uncertain. Rising costs, staffing pressures, and ongoing economic challenges show no sign of easing. Against that backdrop, it is never too early to begin reviewing performance and planning for next Christmas.

As an industry, hospitality continues to compete for attention in a very crowded political and economic environment. Government priorities are pulled in many directions, and while it is important to add our voice through hospitality industry bodies and petitions - at ETC, experience tells us that the biggest impact comes closer to home.

At ETC, we believe the greatest difference is made by supporting our clients directly – helping them develop robust strategies, realistic financial plans, and the resilience needed to cope with both known pressures and protection from the unexpected challenges that inevitably arise.

The Importance of Reflection

This time of year is always about reflection. Just as we do internally at ETC, hospitality businesses should take time to review the last 12 months, lock away what worked well, and learn from what didn’t.

Christmas is typically the busiest period of the year, and it’s easy to reach 1 January and simply breathe a sigh of relief and move on. However, one of the most

valuable steps in building a stronger future Christmas is a proper debrief with the people who made it happen for you - what went well and what didn’t work quite so well.

This review should span the entire Christmas planning cycle – which for most businesses no doubt started back in June or July, along with ordering your festive crackers.

Key Questions to Ask After Christmas

A structured review should cover every aspect of the operation, including:

• Marketing performance

  How did social media perform compared with more traditional advertising?

  Did you find sufficient ROI?

  Where did customers come from – website, booking platforms, or other channels?

  
  

• Customer behaviour

  Did January “bounce-back” offers or vouchers generate repeat visits? Measure the success rates.

  What has customer feedback told you about the experience you delivered?

  
  

• Financial performance

  How strong were food and beverage margins in December - and could they have been better?

  Did high volumes mask underlying margin erosion or cost issues?

  Has everyone paid you?

  
  

• Operational decisions

  Did opening on quieter days, such as Mondays, deliver a return?

  What do booking patterns tell you about demand heading into the new year?

  
  

• Your team

  Staff wellbeing isn’t just a buzzword – it's a vital part of the hospitality sector.

  Were teams properly fed, given breaks, and supported through the busiest period?

  Did you thank them?

  Have you asked your team what worked well for them, and what didn’t, from a service perspective?

  
  

Turning Insight into Action

The most effective reviews are collaborative. Set time aside, invite key members of the team, agree on a clear agenda, and create the space – with tea and coffee to hand – to have open and honest conversations.

Your team’s experience and insight are invaluable. Harnessing that knowledge now can make the difference between simply surviving Christmas and building a more profitable, better-planned and less stressful festive period next year.

Putting Your Best Foot Forward in 2026

As part of our clients’ wider teams, we are proud to support this vital work – reviewing performance, strengthening financial foundations, and planning ahead for another year of opportunity and challenge in this ever-evolving sector.

At ETC, we work alongside hospitality businesses to turn insight into action. From reviewing performance and strengthening margins to building realistic budgets, cashflow forecasts, and long-term financial strategies, we help you prepare for what’s next — not just survive it.

With our sector-specific expertise handling the numbers, you can focus on delivering great experiences, supporting your team, and growing your business with confidence.

If you’d like to start 2026 on the front foot, we’d be pleased to help.

Get in touch for a free, no-obligation consultation:

enquiries@etcfinance.co.uk | 0207 305 5660