This report presents a study on the Ipanema Caesar Park Hotel which goal was to analyze and to comprehend the quality of the rendered services portrayed through the guests satisfaction research in which scheme influences in the managerial actions of the company. For that, we analyze important dots as the characteristics of services, the administration geared to services, and the quality of competitive strategies and models related. The current base work data was collected through informal interviews, bibliographical and documental research plus the in-locum author s observations. Additionally, there were chosen some line of thoughts of selected particular authors considered most adequate, herein. The analysis of the current procedures adopted by the hotel administration made them to realize the need of communication between the company and customer and the upcoming new suggestions.