In the service industry, the success of a company depends heavily on brand awareness and quality services. However, as a hospitality company, Hilton’s quality of services is inseparable from the quality of its employees. Hence, the quality of employees is very important. As long as the quality of employees is improved, Hilton can greatly improve to make customers more satisfied. In order to enhance its operation, Hilton is using SERVQUAL method. This method provides the analysis of reality, assurance, tangibles, empathy and responsiveness. It can use to analyse customers’ satisfaction and employees’ service quality. The analysis is conducted through a survey among hotel customers. Through the analysis and feedback of customers, the management department can conduct and update training programs on time while encouraging employees to actively participate in training programs. The purposes of training are to sharpen the skills of the employees, improve customer valuation, improve the interpersonal and managerial skills, etc. Since Hilton uses the same strategy planning as its competitor, better service makes them does not lose their position in the market.