Introduction The service industry in most cases aims serve its clients in a way that will leave them with memorable experiences. This is done in order to win the customers’ approval for another visit or even a referral. This paper will briefly outline a service experience in the restaurant sector from the perspective of the customers’, the providers’ point of view and then a conclusion is made on how a service encounter contributes to customer satisfaction. From the Customer Point of View Customer One The first customer interviewed was quite excited about the experience he had while on a tour abroad. He claimed that what made the experience so memorable was the appropriate use of technology. He particularly pointed out the poor infrastructure in the country he was visiting and the restaurant filled in that gap appropriately. Specifically he pointed out the journey from the airport to the hotel as memorable. The hotel car had a good selection of music which he enjoyed listening and he easily got along with the driver. He particularly claimed that the driver was very informed and helped him to learn a lot of things as they got to know each other. Customer Two The second customer had just arrived from Africa. His experience was great too. He specifically admired the mature way in which the hotel staff did things. It was as if there was no protocol to be followed and yet everything flowed so smoothly. She claimed to have requested a number of things which she thought would take some time to implement due to protocol but to her surprise they were implemented immediately as if they were ready to work on those particular requests. For instance, she requested for an electronic engineer to give her some assistance and this was arranged for her so quickly she was surprised. Customer Three The fourth customer was generally happy about the warmth of the hotel staff. She claimed that the hotel staff was so friendly, understanding and accommodating. The hotel she booked in took customer preferences and hobbies. She was surprised that the hotel management made an effort to see at least a good portion of preferences were met. This made the four days she spent at the hotel quite memorable for her. She claimed that the hotel went an extra mile to fetch her movies she preferred to watch and this made her feel really cared for. Customer Four The forth customer had complained about the hotel he had booked in. He claimed that although it had the state of the art equipment and was abreast with the latest technology he felt that it was too flashy. He admitted having funny at the hotel and a memorable experience though he still felt that he had spent just too much for the three days. Asked if he would visit the hotel again someday in future he said he would think about it. It was clear that though the client had spent a lot of money, the experience he had must have excited him. Administrative Point of View One administrator was interviewed on the issue of customer experience in the restaurant industry. His views were that the industry is highly volatile in the sense that the customers are quite observant and slight mistakes can easily lead to loss of a huge client base. This makes the industry quite challenging and requires that the staff take extra measures