This paper discusses the application of activity sampling in work and performance analysis in a tourist services company. Abnormal job delays were observed based on mainly employee observation studies at the tourist company in South Africa. A detailed account of the data collected is presented, assessed and analysed for three departments, the administration department, marketing department and the reception. The importance of activity sampling in organizations was demonstrated by its use in identifying idle and ineffective time in these departments. A large number of observations were made over a period of time to afford the results and findings the necessary statistical significance. Observations enabled recording of what was happening at given instances to determine activities undertaken and to capture delays. The study shows the importance of activity sampling in diagnosing problems and supporting decision making and taking in a service organisation.