This study was conducted to examine the overall perception of hotel service quality in the new normal era. To this end, IPA analysis was used to analyze the importance and satisfaction of users of five-star hotels in Seoul. A hotel service quality questionnaire was constructed through prior research and expert inspection, and 203 copies were used for analysis. As a result of IPA analysis, it was necessary to maintain performance in terms of convenient use of hotel WEB/APP, staff's understanding of customer complaints, staff's understanding of customer needs, convenient transportation, hotelier's service expertise, and restaurant's expertise. What needs to be improved are the reliability and consistency of SNS information, fast check-in/out, staff attitude to help customers, timely service provision, hotel environmental activities, hotel social contribution activities, hotel governance activities, and convenient hotel ICT utilization.