"Secret Guest" to help evaluate the quality of service to visitors at the facilities that provide tourist services
Tashkent, Uzbekistan (UzDaily.com) -- The 2020 pandemic has had a significant impact on all sectors, including tourism around the world. One of the most pressing issues today is to support tourism and related industries that have been and are most affected by the negative impact of the coronavirus pandemic, save hundreds of thousands of jobs and skilled workers, and preserve their income.
During the current pandemic, the Government of our country has adopted a number of decrees and decrees, measures are being taken to revive the tourism industry, improve the quality of services provided in the tourism infrastructure. "The Regulation on the Procedure for Certification of Tourism Services and Classification of Tourism Industry Objects" approved by the Resolution of the Cabinet of Ministers No. 433 of July 10, 2020 is one of such measures. A secret assessment system has been introduced through the "Secret Guest" mechanism.
It has been established that a secret assessment is carried out based on the results of a questionnaire on the satisfaction of tourists with the quality of services provided by accommodation facilities, with a low rating of the results of surveys of visitors, determined by assessment monitoring systems, management of the quality of service for visitors at facilities providing tourist services, according to the statement of the facility of tourist services, including unlawful use of the conformity mark (star) by accommodation facilities, including on international booking sites.
According to the results of the analysis carried out by the State Unitary Enterprise "Center for Certification of Tourism Services" during the pandemic, it was found that the quality of services provided in hotels and other accommodation facilities operating in the tourism sector in the country has significantly decreased. This year the Center will implement the "Secret Guest" mechanism. This mechanism is of great importance in improving the quality of services provided in tourist infrastructure facilities.