Summary: Customer loyalty and engagement will lead to customer retention in hospitality, which can boost business growth. Research questions; 1.Why is customer retension necessary? 2.How to increase customer engagement? 3.How to create brand loyalty? 4.Would customer retension lead to business growth? Research objectives 1.Implementing a customer retension strategy. 2.Identify and explore retension opportunities 3.Build and foster constructive relationship with customers. 4.Enhance brand reputation 5.Understanding the future needs of customers