Some of the characteristic of the successful activity of the business

organization, is the presentation and constant improvement of qualitative

services which meet the expectation of customers. The choice of hotel when it
comes to quality of service become one of the issue when it comes to
customers or guests. Since there are many businesses in the hospitality
industry like hotels and restaurants providing the same or similar service, it is
important not only to attract but also to keep the customer or guests, to make
them satisfied and happy with the service provided. For their experience to be
memorable since after all is the duty of any businesses to meet the customer
expectation and experiences. And in order to maintain the position held and to
compete in the future, it is necessary to provided the best service quality by
which old customers or guests may be retained and new customers and
guests may be attracted.

Furthermore, the image above shows a method which business used in

order to know if their service provided satisfy the customers or guest. This
methods is a way to rate the service provided, as you can see in the picture it
has four faces or four smileys where customers used in order tell what their
experience when it comes to service. In short, the picture intended to show us
a service rating wherein a customer was asked to rate the service right after it
has been delivered to him or her. It is like asking the customers or guests
“how would you rate the service given?” and then they will just tap the sad
face, happy face, disappointed face and angry face. And it is like a survey,
provided by the business establishments, in order for them to know how they
felt when the service has been given already. And it will be a hint on where
and what to improve in their service. Moreover there are lots of scales that
can be used in order to rate the service. It can be with the use of number such
as 1 to 10 rate and it can be with words such as great, okay or not good.
However, this four smileys such as angry, disappointed , happy and sad are
the simple scale that is easy to use and any business can use.