The End-of-Year Toast: Lessons from the Science of Service Holiday Party

You made it to the end of the year—and that alone is worth celebrating!In this special holiday episode of Science of Service, we invite a few familiar voices from the season to a not-so-formal holiday “party” to talk honestly about what the holidays really look like in hospitality.Joining the conversation are Omar Kasim of Plomo Quesadillas, Crafted Ledgers founder Doug Cunningham, Kerry Brodie of Emma’s Torch, Abe Monzon from USHG, and Mothership Coffee CEO Juanny Romero—each bringing their own perspective on what it takes to lead, support teams, and stay grounded during one of the most demanding times of year.Together, they reflect on the push and pull of the holiday season—from finding meaning in the work when things get hectic, to setting clear expectations with teams and managing cash flow when business is either booming or painfully slow.There’s practical advice throughout, alongside a clear message: being honest about the strain and leading with empathy isn’t a weakness, it’s part of the job. The conversation reinforces that putting people first often means making thoughtful, sometimes difficult decisions, but care and clarity are what carry operators through the holidays and into the new year.So grab a drink, take a breath, and consider this your invitation to the Science of Service holiday party—no clean-up required.