Employee Retention Strategies and Service Quality of Selected Five-Star Hotels in Lagos State, Nigeria

Service quality in the hotel industry involves all facets of a guest's stay, from staff interactions to the smooth running of operations, leading to their overall satisfaction. The committed efforts of hotel employees towards delivering excellent service not only improve guest experiences but also have positive economic effects, fostering hospitality growth, job creation, and destination development. Despite this, research suggests a decline in service quality within the industry. Implementing employee retention tactics, including career advancement, working conditions, support from the organization, and compensation, is presumed to address this issue of poor service quality. Hence, this study examined the effect of employee retention strategies on service quality in selected ve-star hotels in Lagos, Nigeria. This study adopted survey research design. The population comprised of 2,548 employees of ve selected ve-star hotels in Lagos, Nigeria. The sample size of 434 was determined using Cochran's formula. Simple random sampling techniques was adopted in selecting respondents. A structured, adapted and validated questionnaire was administered. Cronbach's alpha reliability coefcients for the constructs ranged from 0.797 to 0.952. The response rate was 87.6%. Data were analysed using descriptive and inferential (Multiple regression) statistics at 5% condence level. Findings revealed that employee retention strategies have statistically signicant effect on the service quality of 2 the selected ve-star hotels in Lagos, Nigeria (Adj.R = 0.180; F (4,375) = 21.828, p < 0.05). This study concluded that employee retention strategies improved the service quality of the selected ve-star hotels in Lagos, Nigeria. The study recommended that the ve-star hotels management should enhance their employee retention strategies to boost their overall service quality