FN ISI Export Format VR 1.0 PT J TI Satisfied Employees Equal Satisfied Customers AF Müller, Malin AU Müller, M AB Human resources are indispensable for every organization’s success. Especially in companies where employees stay in direct contact with customers. Therefore, employee satisfaction is increasingly gaining importance these days. If employees are satisfied with their job they automatically deliver better services which leads in the end to satisfied customers. The aim of this thesis is to identify what satisfies employees and customers in particular and whether a coherence exists. The research is based on the Waldhotel National, a four star superior hotel in Arosa. The thesis contains three main sections. Firstly, a theoretical part reveals literature regarding employees’ motivation and satisfaction as well as customer satisfaction. Secondly, in the empirical part, data was gained through interviews and surveys. The third part contains the findings of the theoretical and empirical part in combination in order to provide recommendations to the Waldhotel National. ER