Conrad Bali hotel which is located on the road pratama no.

168 Tanjung Benoa, is a provider of accommodation services for international tourists and domestic travelers. Hotel business competition is more intense and the development of hotel business is rapidly increasing, encouraging employers to improve performance in the field of hospitality and human resources that are owned, in order to win the competition and retain guest loyalty. However good the facilities and benefits provided, would be meaningless if not supported by services in order to satisfy guests. the purpose of this research is to determine the satisfaction of the guest-quality service at the Eight Degrees South Restaurant Conrad Bali Hotel Nusa Dua. Observed from the type of data that used are quantitative data and qualitative data, if the review is from the source, the data that used are the primary data. Data collection techniques wich is aplayed in this research are interviews and questionnaires. The collected data were analyzed with this technique of importance - performance. Based on the description of the analytical results between the overall average score of performance attributes with the average score of the overall attributes of importance of each factor, namely: tangibles (4.15: 4.2), Reliability (3,5:3, 99), responsiveness (4,16:3,95), assurance (4,12:4,1), and empathy (4,04:3,93). Based on direct result of the overall factors finnally founded that, the importance level is higher than The performance level wich is indicate by score : 4,03 and 3,99, when viewed in more detail which factors are included in the quadrants A, B, C and D can be seen on the cartesian diagram of V.1 picture. Based on the level of appropriateness, then the lowest compliance rate factor is reliability (reliability) (88.12%), which should get priority of the company, subsequently followed by the direct evidence of factors (tangibles) (99.41%), factor security (assurance) (100.44%), factor empaty (emphaty) (102.90%), and the highest is the power factor responsiveness (responsiveness) (105.43%). From the data obtained there are some attributes that guests expressed dissatisfaction with the service provided in Eight Degrees South Restaurant. To achieve maximum guest satisfaction that it may be advisable, the Conrad Bali management should give higher priority to the factors that have the lowest appropriateness rate in this case is the reliability (reliability). For factors that have a high level of appropriateness, should the Conrad Bali Hotel defend his performance by maintaining consistent quality services so that guest loyalty can be sustained. For elements that have a low-priority services that are considered important not to be in quadrant C still must be considered by management for the company to continue to provide quality and service excellence in all aspects that can affect guest satisfaction.