TITLE:
The Influence of Waiting Staff on Customer Retention in Two-Star Hotels in Takoradi Metropolis
AUTHORS:
Adelaide Spio-Kwofie, Hannah Opoku, Janet Deh
KEYWORDS:
Waiter, Customer, Retention, Two-Star, Hotels
JOURNAL NAME:
American Journal of Industrial and Business Management,
Vol.15 No.8,
August
19,
2025
ABSTRACT: The study’s primary objective was to examine the impact of waitstaff on customer retention in two-star hotels in Takoradi Metropolis. The study’s goals were to identify the role of the hotel waiting staff in service delivery, to determine the factors affecting customer retention, and to examine measures employed to promote customer retention in two-star hotels in Takoradi. A survey research design was used for the study. The study population was five (5) waiting staff from twelve (12) two-star hotels in Takoradi, which made up sixty (60) respondents. A random sampling technique and a questionnaire were used for data collection in the study. The study found that most waiting staff take orders, welcome customers, and lead them to their seats. The study’s findings further revealed that employees are empowered by management to interact with customers and meet their needs. The study revealed that when customers are satisfied with the services provided by the waiter and have a positive experience atmosphere and short waiting time, they are more likely to return to the hotel. The study concludes that the role of hotel waiting staff in service delivery at two-star hotels has a significant impact on hotel customer retention. The study recommends that two-star hotels should organise regular training for their servers to enable them to gain knowledge in providing quality waiting service to customers. This will encourage customers to patronise the hotel, thus leading to customer retention.