The article describes the problems of development of the industry of tourism and hospitality of Kazakhstan from a position of service activity. The authors provide some recommendations about the introduction of modern technologies of the organization of service of customers in tourist hotel complexes. On the basis of the analysis of development of the industry of the Shchuchinsko-Borovsky resort area the authors reveal the main problems of service: lack of necessary number of qualified personnel; lack of effective system of the organization of process of service of tourists; imperfection of the standard and legal basis of service. For the solution of these problems 2 groups of the factors defining the level of development of service and a possibility of development of the industry of tourism and hospitality in general are revealed. The authors offer a number of steps promoting formation of the system of service activity in hotel complexes: carrying out certification and classification of hotels, sanatoria and other locations; inventory of tourist resources; development of standards of a «soft» hotel product, etc.