Introduction Background information of intercontinental hotel Intercontinental hotel is a leading brand of high class hotels globally. Initially, it was founded by Pan African World Airways and is currently owned by intercontinental hotel groups. It remains the largest world hotel operator in terms of rooms. The company operates over 4500 hotels globally and has leading global brands like Counts Holiday Inn, and Crown Plaza within its basket. Its operations spread across 75 nations and in literally all the continents. The company’s broad economic growth is attributed to quality services it offers to its clients. Reception forms the pillar of service provision to hotel clients (Brendan, 2005). The kind of reception accorded to ancient determines whether or not the client will or will not use the same service provider in future. Often good reception results into increased customer base and hence increased revenues within the hotel while vice-versa is true. Quality is often based on both customer and management perception within the hotel industry. Customers perceive overall hotel quality on basis of the kind of reception they receive. Basically, it would not come as a surprise if a client opted not to check into a given hotel upon arrival at the reception lobby. The reception personnel often represent the many aspects of a hotel ranging from hospitability, friendliness and even the hotel hygienic conditions (Brendan, 2005). Customer satisfaction is a rather complex area more especially considering the fact that there exists no measurement scale (Bapat, et al., 1999). Customers make quality decisions depending on how they perceive the services they are accorded within a hotel facility and reception is the face of these services. At the intercontinental hotels, quality is fundamental and a specific department is charged with responsibility of ensuring that quality is observed in al area of operation including reception. The hotel recognizes that customer satisfaction and quality of service are vital in customer retention and building of a competitive edge against the clientele (Bonham, 2008). Having been in business for a long duration, intercontinental group of hotel has been able to build a strong reputation globally with regard to the quality of services they offer. However, this is not enough as they still have to engage in continuous quality monitoring. This paper applies SERVQUAL mode to investigate quality provision at hotel intercontinental reception. SERVQUAL Model Service quality measurement is a rather cumbersome venture (Neely, 2002). Unlike measurement of product quality where measurable parameters exist, service quality measurement is characterized by intangibles qualitative aspects which lack relevant measurement parameters (Moore, 2008). Additionally, complications arise from the complicated nature of expectations displayed by customers which, considerably vary depending on a number of factors including customer experience, individual customer needs, and receptions arising from what other people say. SERVQUAL questionnaire provides an avenue for service quality measurement. It examines three aspects considered vital in management of quality which include service reliability, responsiveness, assurance, empathy and tangible