There’s Got to Be a Morning After: 5 Lessons in Patience, Perseverance, and Hospitality

About two years ago, starting at the end of March 2023, my condo was plunged into a frustrating state of partial functionality as almost all the electricity stopped working. The overhead lights, washer and dryer, hot water, heat – all the essentials – were suddenly out of commission. The only things that continued working were three outlets in my kitchen, so for nine very long months, I couldn’t do laundry at home or enjoy a warm shower, and I was limited to having just a few items plugged in at any given time via some extension cords crisscrossing through my hallways. The disruption wasn't just inconvenient – it was like a tidal wave that turned my world upside down and left me scrambling for solid footing. 

What followed was a drawn-out process of diagnosing the issue, finding someone capable of fixing it, and then waiting for the necessary parts to arrive. Each step was met with delays, false starts, and the kind of uncertainty that left me questioning if things would ever go back to normal. It was an exceedingly trying time, but when the power was finally restored just after New Year’s Day 2024, the relief and gratitude I felt were immeasurable. 

My months with very limited power, however, taught me there's wisdom to be found in difficult times – lessons about patience, creativity, and finding ways forward when the usual solutions aren't available. Here are five insights from my experience, along with some best practices for each, that might help hospitality professionals escape the darkness when they face challenging situations. 

When the lights go out: Maintaining calm in crisis 

Losing power in my condo was an abrupt and jarring reminder that everyday routines can be upended in an instant. I’m sure those working in hotels and restaurants know this feeling well – whether it's an HVAC system failing in the peak of summer or a fryer breaking down during the dinner rush, challenges don’t wait for a convenient moment. The question isn’t if a problem will arise, but when. 

Handling these moments with poise and efficiency is essential, as our response determines whether we ease the tension or make it worse. During those months without power, I had to stay level-headed and think strategically to manage daily challenges, and in the same way, hospitality leaders should cultivate a sense of calm and control to keep operations running smoothly when the unpredictable happens. 

Best practices: 

1. Prepare a "Plan B" for key operations: Having contingency plans in place allows for quick pivots when things go wrong. At home, for example, I made sure I had backup batteries available for essential power needs. In hospitality, teams should have alternative systems ready for reservations, kitchen equipment, and other critical functions. If your team hasn't conducted an emergency audit recently, or if the last one is so old that it’s gathering dust on a shelf, it’s time to bring key stakeholders together and map out a response plan. 

2. Stay composed and maintain control: In a crisis, your team looks to you for guidance. The difference between chaos and survival often comes down to a clear voice, a steady presence, and the ability to lead others forward, even when the path isn’t obvious. Remaining calm and focused helps prevent panic from spreading, so take a moment to assess the situation before giving clear, actionable steps. Trust me when I tell you that shouting about how unfair or frustrating the problem is won’t fix anything (seriously…I tried it many times and got nothing but a sore throat). 

3. Practice stress management techniques: Train your team in simple methods to stay grounded during high-pressure situations. Techniques like the "4-7-8- breath" I mentioned in a previous article for CHART or the “5-4-3-2-1 grounding exercise” can help de-escalate stress, keep reactions measured, and ensure that challenges are tackled with a clear head. 

Through the long night: The practice of patience 

Living with limited power wasn’t just inconvenient – it forced me to rethink how I approached everyday tasks. With no working washer and dryer, laundry became a logistical puzzle. I couldn’t just throw in a load when I had time, but rather I had to plan around laundromat hours, factor in commute time, and be prepared for machines to be full when I arrived. Every trip took longer than expected, and frustration lurked at every turn – an out-of-order machine, a long wait, or just the exhaustion of making yet another trip. But over time, I realized that patience wasn’t about passively waiting. It was about choosing how I responded, redirecting my energy toward what I could control rather than what I couldn’t. 

The hospitality industry demands similar flexibility. Whether it’s waiting on a critical repair, managing delayed deliveries, or navigating peak-season staffing shortages, setbacks are inevitable. Patience isn’t passive – it’s the art of steadying yourself when everything around you feels unstable. Sometimes, it means standing firm, even when all you see is wreckage, and knowing that stability can be rebuilt piece by piece. 

Best practices: 

1. Turn waiting time into preparation time: Instead of letting downtime breed frustration, use it to refine processes, cross-train staff, or tackle long-standing to-do lists (and I know most hospitality organizations have a very long list of backlogged projects). If check-ins are delayed due to maintenance, your front desk teams can review upcoming reservations or personalize guest welcomes, or your kitchen teams could prep for the next service or experiment with new recipes during slow hours. Small, proactive actions keep energy focused and make the waiting period feel productive. 

2. Set realistic expectations for delays: Many frustrations stem from unrealistic timelines. Whether you're scheduling maintenance, handling a supply chain issue, or managing a large group check-in, build buffer time into your schedules. When guests or staff expect slight delays as a norm rather than an exception, it reduces stress and makes operations run more smoothly. 

3. Create a "waiting well" plan for guests and staff: Having a structured approach to handling delays prevents them from becoming sources of friction. This might include offering small perks (complimentary drinks or snacks) to waiting guests, setting up engaging distractions (like table games or sampling stations), or training staff on de-escalation techniques when guests become impatient. A well-planned response turns a frustrating wait into an opportunity to enhance the guest experience. 

Signals through the dark: Clear communication in challenging times 

One of the most frustrating aspects of my power outage wasn’t just the inconvenience – it was the lack of clear communication from the condo’s HOA, the property management company, and the service providers. Weeks would pass without updates, and when I did get information, it was often vague or conflicting. Had the necessary parts even been ordered? Was an electrician scheduled? The uncertainty made me feel like I was in a boat drifting away from, instead of closer to, the shore. 

If you have read this far, you may be wondering why I did not find an alternative place to live or shower elsewhere. I got these questions a lot! Scroll to the bottom to read my responses to my most frequently asked questions.

In hospitality, leaving guests or staff in the dark only heightens stress and frustration. In moments of uncertainty, people don’t expect perfection – they just need to know that someone is guiding them and that there’s a way through the darkness. Even if there’s no immediate solution, keeping everyone informed fosters trust and reassures them that progress is being made.

Best practices: 

1. Provide regular updates with clear timelines: Whether it’s a delayed room check-in, a broken elevator, or a kitchen equipment failure, guests and staff need to know what’s happening. Instead of vague updates like “we’re working on it,” offer specific timelines:

• Example: Instead of saying, “Your room isn’t ready yet,” say, “Housekeeping is finishing up, and we expect your room to be ready within 30 minutes.” If possible, provide a text update when it's available.
• For staff: Ensure managers update team members during shifts. A quick pre-shift meeting or group chat update keeps everyone aligned on the situation. 

2. Be proactive with bad news: Don’t wait for guests or staff to notice and complain. If an issue is likely to impact them, address it before they ask to not only manages expectations, but also to prevent frustration from escalating.

• Example: If a large group is checking in and rooms won’t be ready on time, notify them in advance rather than having them discover it at the front desk. Offer solutions like drink vouchers, luggage storage, or alternative accommodations.
• For restaurants: If a popular dish is unavailable due to a delayed delivery, train your cashiers or servers to inform guests immediately rather than waiting for them to order it, and offer an alternative recommendation with enthusiasm. 

3. Establish clear communication channels: Ensure staff and guests know exactly where to go for information so updates don’t get lost in translation. When communication is disorganized, it leads to confusion, frustration, and wasted time.

• Example: A hotel experiencing a Wi-Fi outage could set up a temporary information desk at the front lobby with printed guides on local hotspots or a QR code linking to a status update page.
• For staff: Use team communication tools like Slack, WhatsApp, or internal messaging systems to ensure everyone stays informed in real time. This solution will be especially useful for maintenance updates, reservation changes, or operational delays. 

Weathering the storm: The power of adaptation 

As winter set in during my months without power, my condo grew darker and colder by the day. On the coldest nights, the indoor temperature dropped to as low as 38 degrees, which made even the simplest tasks feel like a battle against the elements. With my HOA regulations preventing me from installing a generator, I had to get creative to stay warm. I layered many blankets over my bed, used non-electric hand warmers to keep my fingers from going numb, and strategically charged backup batteries at work so I could run a small space heater for short periods. I even planned my evenings around spending time at friends' houses, where I could warm up in a well-heated space before heading home for the night. 

Just as I had to adapt my routines to survive, the hospitality industry requires remarkable flexibility. Equipment failures, staffing challenges, and supply chain issues don’t always come with a quick fix. The ones who make it through the toughest moments aren’t necessarily the strongest – they’re the ones who adapt and shift course when the obvious path is no longer an option so that operations can continue. 

The most valuable lesson I learned was that adaptation isn’t just about short-term fixes – it’s about creating smarter systems that improve operations long after the crisis has passed. Some of the routines I developed during my power outage were so effective that I kept them even after the electricity was restored as a measure to save on my electrical bills each month. The same is true for hospitality teams: the best crisis-driven adaptations often lead to permanent operational improvements. 

Best practices: 

1. Foster creative problem-solving: Encourage your team to think outside the box when facing challenges, because sometimes the best solutions aren't the obvious ones. Leaders in your organization should be creating an environment where team members feel empowered to suggest ideas by actively seeking their input, recognizing innovative solutions, and fostering a ‘no bad ideas’ mindset during brainstorming sessions. 

2. Create flexible systems: Cross-train staff so your team can adapt quickly when unexpected challenges arise. A well-rounded team that can step into multiple roles prevents disruptions when staffing is short, demand surges, or key employees are unavailable. Whether it’s training servers to assist with hosting duties during a rush or ensuring front desk agents can handle basic concierge requests, a workforce with diverse skills keeps things running smoothly under any circumstances. 

3. Document successful adaptations: Every major challenge teaches us something, but too often, we treat solutions like temporary fixes instead of long-term improvements. When an unexpected crisis forces your team to adapt, don’t just move on – capture that knowledge. Keep a running log of successful workarounds and creative solutions, so when the next unexpected challenge hits, your team (or other teams in your company or franchise) doesn’t have to start from scratch. 

Dawn breaking: Finding joy in difficult moments 

During my nine months without full power, I discovered that maintaining a positive outlook wasn't just about attitude – it was about actively creating moments of joy. Whether it was making a game out of how long my portable battery would last with my space heater plugged in, or it was enjoying the scents of the candles I burned to help light the space around me, finding ways to reframe challenges helped make them more manageable. 

The hospitality industry can be emotionally demanding, and team morale often faces similar tests during extended challenges. That's when it becomes essential for leaders to help their teams find bright spots in difficult situations. A positive outlook isn't about ignoring problems; it's about maintaining perspective and finding opportunities within constraints. 

Best practices: 

1. Celebrate small wins: Take the time to recognize daily achievements, even if they seem like relatively small victories, because they can provide a boost that your team needs to keep moving forward. Have you ever had to take a freezing cold shower in an unheated room? Have you ever had to do it 250 times in one year? I have, and let me tell you plain and simple, it sucked! It was like waking up and being brutally murdered over and over again by a million tiny ice daggers. But I did it, every day, and you better believe I celebrated making it through each one. 

2. Create connection points: Build opportunities for team bonding during challenging times, because shared experiences – especially tough ones like a major system failure, an unexpected staffing shortage, or just an overwhelming peak season – can bring people together. This could be something as simple as a post-shift team huddle where employees can vent, laugh, and decompress together, or bringing in breakfast or coffee for a quick break together. These connection points work because when people feel supported by those around them, stressful moments feel less isolating. 

3. Maintain perspective: Help your team see beyond the immediate crisis by sharing stories of past challenges overcome, how they turned things around during that episode, and the lessons that were learned. Keeping a level head and reminding the team that “this too shall pass” reduces anxiety and helps them stay focused on solutions rather than frustrations. 

Holding on until the morning: Perseverance rewarded 

Every challenge we face in hospitality eventually reaches its resolution, and like the restoration of the electricity in my condo, hopefully brings a sense of relief and renewal. The journey through difficult times, while never easy, can strengthen teams and improve operations in unexpected ways. 

Looking back, I realize that my nine months with just a shred of power taught me more than just patience and adaptability – they showed me that even in the darkest moments, there's always a way forward. In hospitality, that's the promise we make to our guests and our teams: that no matter what challenges arise, we'll find a path through them together. 

Like sailors watching the horizon brighten after a long night at sea, we know that every crisis will eventually yield to a new day. It's not the storms themselves that define us, but how we help each other navigate through them. And when the morning after finally comes, we often find ourselves stronger, more resilient, and better prepared for whatever difficulties may lie ahead.

My most frequently asked questions by friends and family during this ordeal:

Q: Why didn’t you move?

A: I didn’t move because I owned the condo, and to move would mean selling it. And who would buy it with almost no electricity? I could have stayed in a hotel or Airbnb, too, but the cost would have been insane, and there wasn’t anyone reimbursing me for those expenses.

Q: Why didn’t you just join a gym and shower there?

A: The reason I didn’t was twofold. First, I never expected the process to take nine months to complete. I thought from the beginning it would only take a few days to get fixed, and I was always optimistic it was going to be resolved quickly. I kept thinking, “Any day now, things will be back to normal,” so why start a new routine that wasn’t going to be necessary after a short while? 

And second, I live in sort of a gym desert…there are some fancy, expensive private clubs nearby, but the closest Planet Fitness is all the way down in Seattle, and it would add an hour or more to my day to go down there to shower. And here’s the thing when you barely have electricity – everything takes longer to do. You have to walk slowly through the home because it’s dark and you don’t want to trip over the extension cords. You have to be covered up in clothes and blankets, so just going to the bathroom requires a lot of un-layering. You spend a lot of time plugging in and unplugging the items you need. You have to drive to the laundromat. I wasn’t just stressed because of the cold, but also because it took so much longer just to get through my day. If I joined a gym to go shower at, I would have had to cut out something like sleep or eating just to make time for it. So, I kept showering at home, and with the freezing cold water, it was about the only quick thing I was able to do.