ABSTRAKSI: Salah satu pihak yang mempunyai pengaruh besar dalam mendukung sektor pariwisata adalah penyedi a layanan penginapan atau hotel . Hotel sebagai salah satu akomodasi telah menjadi indus t ri yang bersifat global dan bersifat mature . Hal tersebut berdampak pada tingginya kompetisi antar hotel . Hotel Kuta Paradiso adalah hotel mewah di kawasan Kuta yang memiliki beberapa lini usaha seperti penginapan, sport center , spa , pusat kebugaran, dan Laguna Pool Bar . Jumlah kamar hotel Kuta Paradiso yang terjual pada tahun 2012 sebagian besar berada di bawah target yang telah ditentukan sebesar 80 % dari kapasitas yang ada. Kurangny a pencapaian target Hotel Kuta P aradiso diiringi dengan banyaknya keluhan tamu yang masuk ke departemen front office pada kurun waktu yang sama. SERVQUAL merupakan alat untuk mengukur kepuasan pelanggan sehingga dapat diketahui atribut lemah perusahaan. Model Kano digunakan untuk memahami hubungan antara kepuasan pelanggan dengan upaya pemenuhannya. Perbaikan terhadap atribut kelemahan perusahaan dapat diselesaikan dengan Quality Function Deployment (QFD). Wawa ncara kep ada pelanggan layanan H otel Kuta Paradiso dilakukan untuk mendapatkan voice of customer dan didapatkan 31 atribut kebutuhan pelanggan. SERVQUAL menghasilkan 25 atribut yang memiliki tingkat kepuasan rendah. Model Kano mengidentifikasi bahwa pemenuhan terha dap 25 atribut lemah tersebut memiliki pengaruh terhadap kepuasan atau ketidakpuasan pelanggan. Pada tahap QFD iterasi pertama didapatkan karakteristik teknis dan dipilih sepuluh karakteristik teknis yang memiliki prioritas tertinggi dan mewakili tiap dime nsi layanan antara lain pengetahuan karyawan terhadap bidang pekerjaannya, teamwork antar departemen, kemampuan presentasi karyawan, nilai TOEIC karyawan, waktu rata - rata merespon keluhan, pengetahuan karyawan terhadap lingkungan hotel, kesiapan karyawan m emberikan pelayanan dan perawatan alat/ furniture hotel. Pada tahap QFD iterasi dua didapatkan sembilan critical part yang dijadikan pr ioritas pengembangan yaitu hotel team building training , durasi magang, durasi pelatihan, evaluasi terhadap Kemampuan pres entasi karyawan, evaluasi terhadap kesiapan karyawan, english course , pengelolalan Shift kerja Room Section , frekuensi briefing per hari dan frekuensi melakukan Public Repair & Maintainance checklist . Untuk mengatasi permasalahan tersebut diberikan beberapa rekomendasi yaitu adanya preventive maintenance program , pelatihan teamwork , pengelolaan shift kerja Room Section , orientasi kerja, sistem evaluasi kinerja , dan program pengembangan eksekutif . Penelitian selanjutnya bisa juga menilai ki nerja pelayanan hotel dari persepsi karyawan hotel dengan persepsi dari tamu hotel dan membandingkan keduanyaKATA KUNCI: SERVQUAL, Model Kano, QFD, Layanan HotelABSTRACT: ne of the stakeholders that has a big influence in supporting to u rism sector is the provider of hosting service or hotel. Hotel as one of the a ccomodation has grown to be a gl obal and mature industry. This will impact to the increasing number of competitor among hotels. Kuta Paradiso Hotel is a luxurious hotel in Kuta area w hich has several b usiness unit s suc h as homestay, sport centre, spa , gymnastic centre and Laguna Pool Bar. The number of rooms in Kuta Paradiso Hotel which has been rent in 2012 mostly is under the target of 80% from the capacity. The leak of the target ac hievment in Kuta Paradiso Hotel is accompannied by the increasing number of complains from guests who come to the front office department in the same time. SERVQUAL is a tool to measure the level sati sfaction of guests. The objective is to know the atrrib ute of weakness of the company. Kano Model is used to understand the relationship between the level of satisfaction from guests and also the effort to fulfill it. The improvement in attribute of weakness in company can be solved by Quality Function Deploym ent. The interview session with guests of Kuta Paradiso Hotel is done to g et the voice of customer, 31 attributes of needs was found from guests . The result of SERVQUAL are 25 attributes which have low satisfication l evel. Kano model identified the comp liance of those 25 weakness attributes have impact to the satisfaction and unsatisfaction leve l of the guests. On the QFD first step iteration, there were found technical characteristics, and then 10 technical characteristis were selected from the highest priority and represent every dimension of services such as the knowledge of the employees to their job, teamwork among departments, the ability in presentation of the employees, the TOEIC score of the employees, the average times to respon the complains, the knowledge of employees to the hotel’s enviroment, the readiness of emplyees to give the service and maintenance the equipments/furnitures of the hotel. On the second s tep of iteration in QFD, there were found nine critical part s whic h are being priorit y to the development of the hotel, such as team building training, duration of internship, duration of training, english course, the management of duty shift room section, work orientation, the system of performance evaluation , and excecutive development p rogram. F uture research could also assess hotel staffs’ perceptions of service pernumber formance and compare them with guests’ perceptions in order to identify the differencesKEYWORD: SERVQUAL, Kano Model, QFD, Hotel Services