The tenet of this book is that despite hospitality staff claiming to offer quality services many customers'' expectations are not met. Staffs tend to focus on tangible elements of the products in their role as service providers. Service providers should regularly monitor service quality and customer satisfaction in an attempt to improve customer retention. Inappropriate or inadequate treatment can result in customer dissatisfaction. The purpose of the book is to assess various quality aspects of service as perceived by the customers in five star restaurants in Nairobi. The aim of the book is to determine the difference in attitudes and expectations of both customers and service providers. The research was restricted to three, five star restaurants in Nairobi, namely: A, B and C. Its findings shows that customers are largely satisfied with the quality of services provided by the five star restaurants in Nairobi. Good working conditions in the restaurants and the remunerations influences quality of work. Based on the findings, it is recommended that focus should be made in areas such as empathy, responsiveness and assurance so as to retain and attract more customers.