As globalization continually accelerates, businesses are competing in contemporary multi-level platforms within and across various sectors. Quality Service, once a luxury, is now viewed as a mandatory core element in all enterprises. In the dynamic economic market environment, the hotel sector in the service industry is experiencing unprecedented challenges and opportunities. Various hotel service providers spin through insights of service excellence management practices (SEMP) for survival, growth, and sustainability. Hence, how to achieve service excellence practices for the hotel poses bigger challenges for the operators in tough economic climate. In this article, a case study method was adopted to explore how a boutique hotel in Hong Kong experiences through its service excellence business operations. Guided by quality management and Kano-model approach, this study used both primary data of depth-interviews, participant observations and the secondary data of corporate information logs and agency blogs. The research findings provide researchers with evaluative angles to gain deeper understanding and revitalizing insight of the service excellence management practices in the evolving market environment. The research result indicates the contextual single hotel case should be reviewed with caution. Future research is suggested to insert quantitative data from multi-level respondents from multi-sources. Business marketing and management implications were also presented.