Worth at Work: An Inside-Out Approach to Confident Teams and Exceptional Service

It's nearly midnight, and your best front desk agent is running on fumes. She's trained, she's talented, and she's one difficult guest interaction away from updating her résumé. She doesn't need another script. She needs to remember that she matters.

In the wake of COVID, service industries didn't just face staffing shortages—they experienced a deeper loss of connection, energy, and engagement. Hospitality turnover continues to hover between 70 and 80% annually, and many organizations are st...