Bohol vendors attend training on Filipino brand of service excellence

MINERVA BC NEWMAN

PANGLAO, Bohol— Some 34 service providers/vendors composed of food stall owners and their staff operating in Virgin Islands in Panglao, Bohol and representatives of the Panglao Island Protected Seascape Protected Area Management Board attended a one-day training on the Filipino Brand of Service Excellence (FBSE) as committed by the Tourism Secretary Christina Frasco.

 The Department of Tourism (DOT)-Central Visayas initiated the training on August 10 in coordination with the Bohol Tourism Office and the Municipality of Panglao.

It can be recalled that Secretary Frasco announced plans to facilitate an inter-agency technical working group that aims to strengthen the capacity of micro entrepreneurs to provide quality tourism services. The Excellence Service training has been conducted for individuals, small and medium enterprises and world-recognized establishments serving the tourist market.

 “We are grateful to our participants for showing the willingness to learn help improve our tourism industry so its sustainable and focused on an enhanced tourist experience.  We also thank our partners from the public sector, particularly the Bohol Tourism Office and the Municipality of Panglao for partnering with the DOT in order to uplift the service delivery of our tourism workers. Through this program, we hope to develop a service excellence culture among tourism stakeholders in the island,” Frasco said

 The Secretary added that grounded on the principle of making tourism activities sustainable for the long haul, DOT wishes to equip the graduates with a deliberate inclination towards service that is centered on ensuring due care for our tourists and a positive experience overall creating an “outstanding visitor experience.

The modular course focused on the foundations of Filipino values – Makamay-likha, Makatao, Makakalikasan, Makabansa, Masayahin, May Bayanihan and May Pag-asa.

“These are basic values that we, Filipinos, live in our daily lives. By bringing it into our encounters with clients, we help enable respect for the Creator, environment-awareness, cordiality, helpfulness and politeness, love of country and hopefulness,” Frasco added.

Alice Queblatin, President of the Cebu Alliance of Tour Operations Specialists (CATOS) and Certified FBSE Trainer, discussed the main topics of the seminar including Service Excellence, 7Ms of Filipino Values and Understanding Guest Needs and Service Recovery.

The participants on the other hand acknowledged the need to improve service delivery and expressed appreciation for the effort extended by program facilitators.  The seminar capped with the participants' recitation of a pledge signifying their commitment to uphold FBSE as they carry out their duties. (Photos: DOT7/Jingjing Farrarons)