Six Sigma - the Way Forward, Execution in Serena Hotels: A Case Study. Munaza Kazmi Bahria University, Islamabad Abstract: Six-Sigma is an effective quality management technique, though there are countless myths of its application in manufacturing industry only, but in actual it could be applicable in all area of management, which ultimately leads to increases in the total quality and with the absolute surety of zero chance of error. In the hospitality industry that is the obvious way to recognise and meet the specific needs, wants and expectations of guests with the objective of delivering high-quality service to customers in the Hospitality industry are essential when seeking to accomplish and sustain a competitive edge. This study is focused on the execution of Six Sigma quality standard in to Serena Hotels that will lead to increases customer loyalty, building hotel image, business revenue and a drop in employee turnover and thus operating cost. Keywords : Six Sigma, Service Quality, Serena Hotels Background: Service quality is the central and most important activity in the hospitality industry moreover its role in the success level of the hospitality sector cannot be emphasized enough (Wilkins et al., 2007). In a journal, it was said by (Bruce, 2002) that, it is in the nature of the hotel industry to continually improve and enhance the quality of services for business success. Achieving the Six Sigma status in a process is viewed as a symbol of unbend quality and is attractive to most organizations for the benefits it provides. For instance, Faith Taylor, As Vice President of Sustainability and Innovation at Wyndham Worldwide, is responsible for Wyndham’s green and sustainable 1