Bachelors thesis

2.2 The role of training for hotel staff
One of the leading places in the service sector is occupied by activities related to the organization and provision of accommodation services. Currently, one can observe a growing level of competition between hotels in the field of tourism, which is an increase in the requirements for the level of knowledge and skills of the hotel staff. Staff training helps to develop the potential of each employee, namely professional and personal skills to provide quality service in the hospitality industry. Proper staff training makes it possible to form a professional staff, which in the future is the reason for the growth of the quality of services provided and guest satisfaction in the hotel industry. According to Gavristov E.N. (2018), guests place high demands on the quality of the services provided, in connection with which the hotel staff must comply with high service standards and be well trained.
According to the results of research and practice in hospitality industry enterprises, the quality of the services provided depends entirely on what kind of training the staff has and on what experience it has in the provision of services. Accordingly, for the successful development of the enterprise, it is important and necessary to develop a mechanism for the selection and training of personnel for the work process.
According to Agaev N.Yu. and Veretennikov A.N., (2017) the scope of the provision of accommodation and hotel services is different in that one of the constituent parts is the staff. At the same time, while providing services, the staff itself is the main part of the services themselves.
There are different interpretations of the concept of “quality of hotel service”, but the most commonly used is the value given in the International Standard ISO 8402-94 “Quality Management and Quality Assurance. Dictionary": The quality of a hotel service is a set of characteristics of a service that give it the ability to satisfy stated or implied needs.Among the many existing values of quality in the field of tourism, the most accurate definition is given by H. Gronrus and R. A. Brymer, who in their research believe that quality is the feeling of the guest.
Abibullaeva S. and Ermakova L. note the following requirements that hotel staff must meet:
- have vocational training and qualifications, the presence of special education (basic or additional), received in an educational institution that has a license to conduct educational activities in the field of basic or additional education in the field of tourism with the issuance of state documents (diplomas, certificates, certificates);
-know the laws and regulations, the formalities of international standards in the field of tourism, materials and documents of international tourism organizations, a foreign language in the amount corresponding to the work performed;
- be able to give clear, accurate answers to questions posed by tourists and guests;
-possess the information necessary for the consumer, and constantly activate it;
- improve your skills (at courses, seminars, etc.)
- have work experience in the hotel business or related fields of activity;
- Know your job responsibilities.
It is also noted that the main principle of the effective organization of the work of personnel is "the right person at the right time in the right place." This principle works with the help of work planning and personnel tasks.
For representatives of travel companies of Samarkand and Bukhara regions, the State Unitary Enterprise under the Ministry of Tourism and Sports "Tourist Services Certification Center" organized an educational seminar on functioning after the coronavirus and improving the quality of service in them, as well as on the system " Uzbekistan. Safe travel GURANTEED”.