Employees must be able to listen with empathy to guests and help them to solve a problem or provide alternatives when they cannot give guests exactly what they want. This kind of service differentiates one hotel from its competitors and is necessary to keep on building a good relationship with guests based on good quality and service delivery. Bloemer (1998) presents a model to demonstrate how the mental picture that a customer develops, the service quality, and ultimately customer satisfaction will influence customer loyalty. The research discovered that the mental pictures that customers have of service quality directly and indirectly influence the extent of their loyalty towards an establishment. Service quality also influences the extent of customer loyalty, both directly and indirectly, through the customer‟s satisfaction. The perceptions of the market are also important to customers when considering which hotel or restaurant to conduct business with. Service quality however, undoubtedly plays an important role and affects service loyalty through customer satisfaction.