Service quality is one of the most important aspects of hospitality, especially for the five-star hotel. Vietnam is a developing country which has consumer's income increasing day by day. Therefore, consumers also demand higher level of service. To satisfy those demands, each five-star hotel needs to upgrade their quality by applying a new international standard from the world. This study used a case study about one of the famous five-star hotel in Vietnam: Majestic Hotel. The Vietnam Tourism Occupational Skills Standard (VTOS) was used to help Majestic Hotel to improve their service quality completely. This study employed 15 experts of hotel management to identify major factors for service quality. They further identified 26 items of customer needs and 43 items of service design and management. The Quality Function Deployment (QFD) was developed together with priority matrix, relational matrix and house of quality. The QFD provided a very good guidelines for hotel managers to provide necessary service design and management to feed the needs of customers.
