The waiter's bad attitude drove the guests away.

Service quality refers to the sum of the characteristics that the service level can meet the customer's service demand. Broadly speaking, the service quality of hotel catering includes three elements: the quality of facilities and equipment, the quality of physical products and the quality of labor service; In a narrow sense, it refers to the service quality of catering service, which mainly refers to the value provided by the service labor of restaurant waiters, excluding food forms. The service quality referred to in this paper is mainly the service quality in a narrow sense. In order to improve the service quality of hotel catering department, we must first understand what customers need for service. From a practical point of view, the demand of dining customers for hotel catering services is mainly manifested in the following aspects:

1, timely and efficient service.

With the accelerated pace of modern life, customers are demanding more and more time. At present, customers complain or are dissatisfied with restaurants.

A large part of it is because the serving speed is too slow or the service staff did not respond to the customer's request in time. Therefore, it is very important to provide timely service to satisfy customers. If customers wait too long, they will not be satisfied even if the dishes and drinks are of the best quality. Xiao Li has a good service attitude in information. He considered many details and the service was timely.

2. Polite behavior and language show respect for others, reflect the good cultivation of service personnel, and are one of the basic elements to make guests feel happy and satisfied.

3. Enthusiasm and sincere service passion.

In the whole service process, customers hope that employees will always keep full of energy and focus on their work, and provide positive, active, smiling and warm services for themselves. This kind of service is sincere, heartfelt and conscious, not passive, passive and stylized.

4. Friendly service details.

It means that customers want service personnel to be humanized, cordial and friendly when receiving services, and not to show bored, cold, angry, stiff, nervous and fearful expressions, but to eliminate guests' sense of distance with sincere and friendly words and deeds. Xiao Li from the materials department has done a very good job in detail service. Although there are some unsatisfactory places in the middle, he pays great attention to details. For example, he reminded guests to be careful when ironing clothes.

5. Service skills of understanding and comfort.

Every customer comes from different countries and regions and has different beliefs and values, so there will be many unexpected problems in the service process.

At this point, customers need service personnel to flexibly use service skills, give customers understanding, consideration and goodwill humility, and avoid embarrassing scenes.