By forging a vital collaboration with the Department of Tourism – CAR (DOT-CAR), the University of the Cordilleras – College of Hospitality and Tourism Management (UC CHTM) has made a substantial advancement in the upskilling of its student body. A series of Filipino Brand of Service Excellence (FBSE) training sessions were implemented as part of this collaboration, giving UC CHTM students the information and abilities needed to provide top-notch service in the tourism sector.
Taking place at the Canao Creativity Hall from February 15–17, 2023, the first-ever FBSE Training brought together 200 third-year CHTM students. Ms. Raquel F. Verzosa, a tourism specialist and restaurateur, led the three-day training as a resource speaker. She captivated the audience with her energetic and interactive style.
Ms. Verzosa established the tone for the training with a lively group dance at the start, which had the students excited and involved the entire time. Following this, she discussed the idea of service excellence and emphasized how important it is to the travel and tourism sector. The “Service Promise,” the six tourist touchpoints, and the seven Ms—Maka-Maylikha, Makatao, Makakalikasan, Makabansa, Masayahin, May bayanihan, and May Pag-asa—which stand for fundamental Filipino values—were among the important topics discussed. Through role plays, students showcased their creativity and excitement in demonstrating their comprehension of these principles.
Significant topics like service attitude and the value of getting to know and understand tourists were also highlighted by Ms. Verzosa. Students were taught how to provide exceptional service by greeting and interacting with clients, attending to their needs, providing assistance, and sincerely thanking them through relatable scenarios and real-world examples.
Understanding guest concerns and how to successfully handle them was the main focus of the last day. The atmosphere remained light and engaged as an energetic quiz assessed the students’ understanding of the themes covered. Upon taking the Pledge of Commitment, which marked the end of the training program, students were committed to upholding the standards of service excellence in their future jobs.
At the end of the program, UC CHTM Dean Ms. Michelle Balinte, Program Chair Ms. Maria Cristina Mirasol, and faculty member Mr. Ryan Roy Bartolome presented certificates to participants and a token of appreciation to Ms. Verzosa. A picture of the whole group, carrying the Mabuhay symbol with pride, was taken to celebrate the training’s accomplishment.
In addition to giving UC CHTM students priceless skills, this first FBSE training session also signaled the start of a successful collaboration with the Department of Tourism – CAR. With a strong foundation in Filipino service excellence, this partnership should provide future opportunities for the students to advance their skills and contribute significantly to the tourism sector.
By:
Mr. RYAN ROY Q. BARTOLOME
Sustainability Program Coordinator, UC CHTM
