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

1. Timely and fast service efficiency.

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

largely due to the slow serving speed or the untimely response of service personnel to customers' requirements. Therefore, to satisfy customers, it is very important to provide timely service. If customers wait too long, even the dishes and drinks are of the best quality, they will be dissatisfied. Xiao Li's service attitude in the materials is very good. He has considered many details and the service is timely.

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

3. Enthusiasm and sincere service passion.

during the whole service process, customers hope that employees will always keep full of energy and dedication, 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 and friendly service details.

It means that when customers receive services, they hope that the service staff should be human, kind and friendly, and should not show expressions of boredom, indifference, anger, rigidity, tension and fear, and should use sincere and friendly words and deeds to eliminate the guests' sense of distance. Xiao Li in the materials did a very good job in the detail service. Although there were some unsatisfactory places in the middle, he paid great attention to the details. For example, he reminded guests to be careful when ironing.

5. Service skills of understanding and comfort.

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

at this time, customers need service personnel to use service skills flexibly, give customers understanding, understanding and goodwill humility, and avoid embarrassing scenes.