Bachelors thesis

Chapter Five: Conclusion and Recommendations
Introduction
The quality of hotel services is a well-defined criterion the needs of hotel guests, in other words compliance service meets customer expectations. The quality of services provided can be divided into two factors: the quality of tangible factors, which includes the arrangement of hotel rooms and intangible quality including communication with employees.
5.1 Discussion of the results
The findings of the collected data analysis reveal their relevance to the research questions and literature review:
What guests are paying attention to when choosing a hotel?
According to the results of research and interviews with guests, most foreign tourists pay attention to guest reviews about hotels when choosing a temporary accommodation. Hotel guests leave their reviews on highly used sites such as Booking.com and Tripadvisor.ru. Each hotel has its own page with detailed information about their services and facilities. And also there you can book rooms and find out the price of accommodation. Where the guest can evaluate all aspects of the hotel's service and facilities with a review and rating.
What should be improved in hotel industry in Samarkand?
In the hotel industry, a number of shortcomings and problems have been identified that need to be addressed. These include the following aspects:

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  Unqualified personnel;
  
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  Maintenance personnel;
  
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  non-standard quality of service;
  
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  small list of additional services;
  
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  lack or problems with mobile communications and currency exchange in tourist sites.
  

What are the main features of excellent guest service?
The results of the analysis of the collected data has shown that Most international guests consider the hospitality of staff as an important aspect of excellent service, where communication style and quality of service are judged. For each visitor of the hotel, the first impression is formed at the entrance to the hotel at the sight of the infrastructure of the building and booking a room at the reception. Therefore View, cleanliness and staff play an important role in evaluating the services of the hotel as a whole. During the stay, other services are evaluated like Food&Beverages, Laundry, Housekeeping and Maintenance departments.
5.2 Conclusion
In conclusion, we can say about the problems and shortcomings of the provision of services in temporary accommodation enterprises. Summing up the results of the study and survey of tourists who are temporary guests of hotels, a number of shortcomings and problems have been identified that are the reason for the low assessment of the hotel service sector in the city of Samarkand. this list of problems includes the following: low level of knowledge of languages and professional skills of the staff, non-compliance with regulatory standards for servicing insufficient technical equipment in tourist facilities, poor or lack of information support and mobile communications, a small range of additional services. The proposed methods for assessing the quality of hotel services will significantly improve the quality of hotel services by preventing identified problems and shortcomings. For enterprise management and quality control, it is necessary to develop quality control programs in order to retain existing customers and increase regular visitors by attracting new customers; promptly resolve service issues by establishing feedback; the opportunity to evaluate the advantages and disadvantages of the hotel; carry out activities to improve the quality of service; create a training platform on international service standards for hotel staff.