“silk road” international university of tourism and cultural heritage

Profile of respondents for staff (table 1)

	Staff
1. Why were you interested in this job role?
2. What do you think the roles and responsibilities of this job are?
3. Do you have any experience working in a hotel?
4. What is a concierge?
5. Why do you want to work at this hotel?
6. Describe a time you had to deal with an unhappy customer.
7. Is your schedule flexible?
8. How would you feel about working night shifts?
9. What does excellent guest service mean to you?
10. What did you dislike about the hotel?

Profile of respondents for guests (table 2)

	Guest
1. Why Did You Choose to Stay at This Hotel?
2. Tell Us About the Front Desk Staff?
3. How was the Check-In Process?
4. Was Your Room Clean Upon Arrival?
5. How Did the Housekeeping Staff Do During Your Stay?
6. Did You Use Any of the Amenities? If so, which ones?
7. Was Your Bed Comfortable?
8. Did You Enjoy Breakfast?
9. How was the Check-Out Process?
10. What did you dislike about the hotel?

4. 
   Results
   

4.1. Analysis of research
After studying the process of working in hotels and conducting a survey among employees and guests, it could be concluding that the main problem of the hotels is Staff, as it mentioned above.
The data collection resulted in more than analyzed questionnaires among Hotel staff and tourists. The result of the demographic profile showed that the majority of respondents were tourists, participants belonged to more than 35 age group (and it is clear without a questionnaire that our country is visiting by people of mature age). Moreover, most of them mentioned that they like the style, breakfast, service of the hotel. However, because of the unqualified staff, those services were not provide professionally. Second problem, prices for rooms and discrimination between our local people and tourist. Because, the differences between them is twice as big. For example, in “Grand Samarkand Superior” single room costs 450 000 sums, but for guests from foreign countries this room will cost 900 000 sums. Also, there is a shortage of staff in hotels and because of this one member of staff will do 3-4 works instead of 1, which should be done only by him. All of the hotels which participated in survey do not have a professional concierge, bellboy, booking department. And due to the fact that he does other work, he gets tired quickly and does not do his job well.
Consider the responses of hotel staff. Мajority of respondents were male employees, 80% from them are not satisfied with their salaries (chart 1). But they have to work in order to get enough experience, however as most of them said, that they don't even get enough experience, because of the unqualified staff. And they are going to leave our country and work outside. Based on this it can be understood that we will have the same problems with staff in the future. And our graphic shows that almost all of them are going to work in this sphere, but especially in Uzbekistan, but because of the salary, they could not continue this job in Uzbekistan.
60% of staff are not satisfied with their shifts, because, schedule is not flexible (chart 1). As they said, they could not do their own work, or spent their time with family, as they want.