DOT trains Panglao vendors, service providers on FBSE
THE Department of Tourism (DOT) on Wednesday started training vendors and service providers in Virgin Island in Panglao, Bohol, on the Filipino Brand of Service Excellence (FBSE).
Through the Region 7 (Central Visayas) Office in coordination with the Bohol Tourism Office and the Municipality of Panglao, 34 participants comprised of food stall owners and their staff, as well as representatives of the Panglao Island Protected Seascape Protected Area Management Board participated in the service delivery training.
Tourism Secretary Christina Garcia Frasco had earlier announced plans to facilitate an inter-agency technical working group that aims to strengthen the capacity of micro entrepreneurs to provide quality tourism services following complaints from visitors about the high cost of foods being offered in the island.
The Excellence Service training has been conducted for individuals, small and medium enterprises and world-recognized establishments serving the tourist market, according to the tourism chief.
“We are grateful to our participants for showing the willingness to learn and help improve our tourism industry so it can be 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,” said Frasco.
“Grounded on the principle of making tourism activities sustainable for the long haul, we wish to equip our graduates with a deliberate inclination towards service that is centered on ensuring due care for our tourists and a positive experience overall,” added Frasco.
The modular course focused on the foundations of Filipino values – Makamay-likha, Makatao, Makakalikasan, Makabansa, Masayahin, May Bayanihan and May Pag-asa, with said course translated to the local dialect spoken in Bohol.
“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, namely Service Excellence, 7Ms of Filipino Values and Understanding Guest Needs and Service Recovery.
Meanwhile, the participants acknowledged the need to improve service delivery and expressed appreciation for the effort extended by the Department of Tourism.
The seminar was capped off by the participants’ recitation of a pledge signifying their commitment to uphold FBSE as they carry out their duties.
