The growth of economy, and the rising need for business hotels in Jakarta, leads to a very competitive rivalry in the hospitality industry. In hotel industry customer satisfication is largely hooked upon quality of service. Phoenix Group opened their new 4-star hotel in Jakartacalled Phoenix Hotel in 2015. Located in the South Jakarta area, this hotel has 212 guestrooms including Deluxe, Grand Deluxe, Executive Grand Deluxe and Executive Suite. Phoenix Hotel has not been opened for more than one year, and still has a long way to go in order to solidify its presence in the hotel industry in Jakarta. To be able to survive the competition, Phoenix Hotel need to recognize its competitive advantage that would differentiate it from the other business hotels. By several tools and theory such as SWOT analysis and fishbone analysis, this research was commisioned to evaluate the customer satisfication elements. There are 10 customer satisfication elements at Phoenix Hotel that need to be analyzed. Based on finding, several recommendation are given to Phoenix Hotel in order to improve their customer satisfication such as improving the quality of room accommodation, improving hotel faci;ities, maintaining cleanliness and friendliness, and giving more entertainment at the hotel.