The first part of the work defines the concept of tourism product as one of the fundamental elements in the tourist market, an object of exchange without which there would be no common bond between tourism supply and demand. Numerous autors point out three levels of appearance in tourism products, simply, elementary and integrated. While hotel services are set of more common actions to meet and exceed the client's desires and needs. Hotel services are tailored to the needs of target groups in the tourist market. We distinguish several of the main features of tourist services, and those are: intangibility, non-viability, inseparability from the place of provision, heterogeneity, seasonality and the absence of ownership. In order to increase the guest's trust in the hotel, where he wants to meet his needs and demands, the best way to provide it is the quality assurance of the service that hotel guarantees to fulfill all the promised services it is committed to provide. The work also defines the quality of service where is an accent on complex term, which is a major element in increasing the profitability of a business, rather than cost. Because of the difference of understanding quality of service, the most acceptable definition of quality is one that puts the guest at the center because the customer is the highest quality service provider. To have a satisfied guest, there is start in satisfied employee, so it's important to invest in your employees, educate them, motivate and create a comfortable working enviroment. In order to differentiate products and services from the market to others, it is important to provide the highest quality of service from others. It has been proven that the delivery of complite quality of service can achieve a superior business result. Every guest's expectations are based on suggestions, past experience, or marketing promotion, so people have identified five factors that affect quality, tangible things, trustworthiness, trust, responsibility and empathy. The work also analytically analyzes the measuring quality of services. Due to the specificty of the service, Servqual model for measuring quality has been developed and is one of the generally accepted models because it is based on the client's quality assessement. In the last part of the work, on the example of the hotel „Valamar Collection Dubrovnik President“, it is evident that the best way to achieve the full quality of service is to satisfy the expectations of the guests with the premise of satisfaction of the interest trough the work atmosphere, training, motivation, relationship in the workplace.