For many restaurants, bars, and other hospitality venues, New Year’s Eve (NYE) is a night of heightened emotions, increased alcohol consumption, and a surge in customer traffic. This article outlines strategies for establishments looking to prepare for a successful NYE celebration. We focus on topics including operational efficiency, managing guest expectations, and safety precautions. These strategies are ideal for normally peaceful spots taking on the NYE whirlwind or high-energy establishments seeking new ideas.
Plan, Prepare, and Overdeliver
NYE is a demanding night for staff, so before the festivities commence, take hold of factors you can control.
Ready Your Team
On NYE, of all nights, your establishment should never risk being understaffed. Schedule an appropriate number of servers, bartenders, kitchen staff, and security personnel based on anticipated guest numbers and then add a few more in for good measure.
It may also benefit you to crosstrain staff in different service areas in case of unforeseen circumstances. In general, cross-training is a sound investment because it simultaneously creates more flexibility and more stability that will benefit your venue throughout the year.
Another evergreen investment would be to ensure that all staff have access to a communication device to quickly report any issues or to request assistance.
Manage Guest Expectations
There are two categories of guest concerns that are amplified on NYE: reservations/access and pricing.
For access to your venue, implement a ticketing or reservation system to manage capacity and avoid overcrowding. Controlled entry promotes a safer environment for staff and patrons alike and helps to ensure all reservations are honored.
The Price of Celebration
With tight margins and always-looming overhead costs, it is perfectly reasonable for restaurants and other hospitality venues to take advantage of the holiday by raising food and beverage prices for the night.
This practice only becomes problematic when there is a lack of transparent communication between restaurant management and guests prior to the evening. Raising prices without warning may heighten customer aggression and demands. If they encounter unexpected price increases on NYE, they may feel deceived or misled. The anticipation of a special experience combined with a surprise price hike may manifest entitled attitudes and demanding behavior towards staff.
To stop these problems before they start, transparent communication is key. Marketing materials for NYE events should clearly set expectations regarding pricing and the overall experience, so patrons don’t feel gauged. Operators pre-empt negative experiences by clearly communicating NYE price increases through website announcements or, in-house signage for regulars, and if applicable, during the reservation process.
Restroom Planning for NYE Events
On high-traffic nights like NYE, restrooms are pushed to their limits and capacity can become a pain point.
Avoid the Bottleneck
Insufficient restroom facilities create long lines that cause congestion in hallways as well as frustrated patrons. Additionally, overburdened restrooms can quickly become an unsanitary place, putting a damper on what should be a glamorous evening.
Legally speaking, many jurisdictions have regulations regarding the minimum number of restroom facilities required based on occupancy. By choosing not to follow these regulations, operators risk potential fines and violations.
Keep the Good Times Flowing
The clearest restroom solution for NYE and other special events is to rent portable restrooms. Of course, this won’t work for every venue. However, if you have ample outdoor space and are situated in a warmer climate, portable restrooms are a must. Portable options are available for a breadth of establishments and needs. Venues can choose from standard units, ADA-compliant units for accessibility, and higher-end units that feature handwashing sinks and mirrors.
Throughout the event, appoint a staff member to service the portable restrooms by restocking toilet paper and hand sanitizer, and cleaning unsightly messes.
Cleanup on Aisle Four
Nights like NYE, with many guests going all out on the cocktail orders, pretty much guarantee that someone, at some point, is going to get sick. And quite often, this occurs outside of a restroom.
To prepare for the consequences of overindulgence, keep vomit cleanup kits on hand that include items like absorbents (sawdust, baking soda, commercial absorbent granules), extra PPE, disposable scoops or scrapers, and plenty of paper towels for cleaning and disinfecting.
Proactive NYE Risk Management
The significant rise in alcohol consumption and other celebratory substances on NYE leads to an increased risk of accidents, fights, and property damage. Provide a secure experience for both patrons and staff by implementing extra safety precautions.
Shine a Light on Safety
A venue’s safety hinges upon a well-designed lighting plan and a proactive approach to crowd management. Dimly lit areas become havens for criminal activity. Shadows and dark corners present opportunities for drink tampering, unwanted advances, or even theft, all shrouded in the cloak of obscurity.
Conversely, strategic lighting eliminates these potential hiding spots, deterring perpetrators who rely on anonymity. Well-illuminated entrances and exits, coupled with strategically placed security cameras (when applicable), further discourage illicit activity and provide valuable footage in case of an incident.
Evacuation Readiness and Crowd Flow
Beyond lighting, fire safety remains paramount. Ensure that fire extinguishers are fully charged and readily accessible in a moment of need. This is also the perfect time to conduct a fire safety walk-through with employees, so that they feel confident with evacuation procedures and can provide a swift, coordinated response in an emergency. Clearly marked, unobstructed emergency exits are non-negotiables for safe evacuation plans.
Finally, large crowds demand a well-defined management strategy, particularly at entry and exit points. Implementing a queue management system, with features like stanchions or queue ropes, maintains order and prevents bottlenecks. For particularly large events, consider hiring additional security personnel to not only manage the crowd but also ensure the well-being of both patrons and staff.
Supporting Staff Through the Holiday Rush
Restaurant and hospitality industry employees often dread working during the holiday season. Instead of enjoying holidays like NYE for themselves with friends and family, they experience long hours, demanding crowds, and a pressure-filled atmosphere that can lead to burnout and frustration.
Forward-thinking operators, however, can implement strategies to support their staff during this frenetic period focusing on proactive planning, staff appreciation, strategic scheduling, and continuous improvement.
Scheduling, Incentives, and Continuous Improvement
Firstly, clearly communicate staffing needs well in advance so that your team can plan their personal lives accordingly. To incentivize working on NYE, consider offering premium pay, bonuses, or flexible scheduling options for future events.
Secondly, starting the evening off on a positive note is key. A catered pre-shift meal, small gifts, or even a few words of encouragement from management can go a long way in boosting morale and demonstrating the value placed on their contribution.
Thirdly, strategic shift scheduling and breaks make for a well-functioning team. Shorter shifts with ample break times allow staff to refresh and de-stress throughout the busy night. Additionally, schedule seasoned team members alongside newer employees to ensure that valuable guidance and support are readily available.
Finally, continuous improvement is paramount. Soliciting anonymous feedback from staff after NYE provides valuable insights into their experience. Identifying areas for improvement is a wise investment of your time, because future high-volume events will run even more smoothly, with increased staff satisfaction.
A Night of Opportunity
Implementing these comprehensive strategies — from operational planning to staff support — allows restaurants and hospitality venues to turn a potentially chaotic NYE into a night of smooth operations and a safe, profitable experience.
