The College of Hospitality and Tourism Management (CHTM) recently hosted the second Filipino Brand of Service Excellence (FBSE) Training from September 5-7, 2023, in collaboration with the Department of Tourism – Cordillera Administrative Region (DOT-CAR). Held at the Cañao Creativity Hall, this training reflects the ongoing partnership between DOT-CAR and UC CHTM, aiming to shape future professionals equipped with the values and service standards unique to Filipino hospitality. With over 200 third-year Tourism and Hospitality students participating, the event served as a hands-on initiative to embed the Filipino Brand of Service Excellence into the curriculum.
The three-day training was facilitated by Ms. Gratchy Canave, who set an engaging tone from the start with an icebreaker dance, sparking excitement and camaraderie among the participants. Ms. Canave emphasized the significance of service excellence in enhancing the Philippine tourism industry, particularly focusing on the role of positive and professional service in creating memorable travel experiences for visitors.
Throughout the training, students explored the “6 Tourism Touchpoints” and the “Service Promise,” both fundamental in guiding interactions with guests. Ms. Canave introduced the “7Ms” of Filipino service—qualities like Maka-Maylikha, Makatao, Makakalikasan, Makabansa, Masayahin, May bayanihan, and May pag-asa. To reinforce these values, students engaged in role-playing exercises, crafting storylines and acting out scenarios that reflected the values and commitment integral to Filipino hospitality.
In addition to service values, Ms. Canave led discussions on developing a positive service attitude, understanding guest needs, and delivering exceptional service. Through scenario-based activities, students learned practical skills in greeting guests warmly, actively listening, meeting guest needs, and showing gratitude—core components of FBSE. Ms. Canave also covered strategies for handling guest concerns, helping students build confidence and professionalism in real-world interactions.
The training concluded with a fun and interactive quiz, testing the students on the day’s topics and reinforcing their learning. The participants then stood for a collective Pledge of Commitment, affirming their dedication to embodying the Filipino Brand of Service Excellence in their future careers.
The event concluded with the awarding of a token of appreciation to Ms. Canave, presented by CHTM Program Chair, Mrs. Maria Cristina Mirasol, and CHTM Dean, Ms. Michelle Mamaril. Each participant received a certificate of completion, commemorating their dedication to the training and their readiness to enter the industry as Filipino Brand of Service Excellence ambassadors. A group photo with students holding the Mabuhay sign captured the spirit of the event, celebrating the values that define the Filipino approach to hospitality and service.
Through this second FBSE training, CHTM continues to work closely with DOT-CAR to prepare students for excellence in the global tourism and hospitality industry, instilling values that reflect both Filipino pride and professionalism.
By:
Mr. RYAN ROY QUIRANTE BARTOLOME
Sustainability Program Coordinator
