San Diego, California Jun 21, 2026 (Issuewire.com) Hospitality loses people faster than almost any other industry. Burnout runs high, turnover hovers between 70 and 80 percent a year, and most organizations answer the same way every time: more training, tighter standards, and more pressure to perform. Much of this was building for years, and COVID brought it into full view. A new book from Randy Haveson and Kat Nisson makes a different case. Exceptional service does not start with better scripts or forced smiles. It starts with the internal experience of the people delivering it.
Published by Press 49, Worth at Work: An Inside-Out Approach to Confident Teams and Exceptional Service (June 30, 2026) examines why traditional training so often falls short on service and retention, and shows how confidence, connection, and team cohesion get built from the inside out.
“It’s nearly midnight, and your best front desk agent is running on fumes,” the book opens. “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.”…