MALAYBALAY CITY (PIA)–In a quest to foster service excellence in all government agencies, the Department of Tourism in Northern Mindanao (DOT-NorMin) recently conducted a forum with the Bukidnon media and public servants to impart the basics of GUEST and 7Ms that define the Filipino Brand of Service Excellence (FBSE).
The GUEST approach stands for Greet and engage your guest; Understand their needs and preferences; Explain and offer assistance; Satisfy and surpass their needs; and Thank the guest.
Paolo Querol, DOT-NorMin FBSE trainer, said the key components in delivering high-quality service involve listening to clients and anticipating their needs to provide tailored solutions; prompt responses to minimize client waiting times; providing updates and relevant information; courtesy to foster a welcoming environment; applying feedback mechanism; adhering to standards and benchmarks; and empowering staff to make decisions by providing appropriate training to assist clients effectively.
“Service excellence serves as the cornerstone that nurtures public trust. It’s not merely about meeting expectations but about consistently exceeding them. When we deliver service excellence, we cultivate confidence, forge connections, and build enduring relationships with those we serve. Each exceptional interaction is a building block of trust, a testament to our commitment to go above and beyond, ensuring not just satisfaction but a profound belief in our dedication and reliability,” he said.
Paolo Querol, FBSE presenter from the Department of Tourism in Northern Mindanao, explains how the 7Ms and GUEST techniques work within the halls of government agencies in dealing with everyday clients. (PIA 10/Bukidnon)
The core values
Querol explained that visitors and guests anticipate certain prime factors such as comfort, cost-effectiveness, convenience, timely services, and safety whenever they arrive at a destination.
“At the heart of this hospitality lies the kindness seen in the 7Ms, which represent Maka-Diyos (God- centered), Makatao (humanity- driven), Maka-kalikasan ( environmentally conscious), Makabansa ( patriotic), Masayahin (joyful) , May Bayanihan (community-driven), and May Pag-asa (hopeful). These seven Filipino core values profoundly shape how people interact. It’s these cherished experiences that draw travelers back, time and time again, to bask in Filipino hospitality,” Querol said.
Thus, from the first encounter, he said, a wave of smiles and welcoming expressions wash over a visitor, making a guest feel not like a tourist but a member of an extended family.
“What sets Filipino hospitality apart is the commitment to understand and embrace the diverse needs of visitors. Whether it is a gesture of offering local delicacies, guiding lost travelers with a genuine desire to help, or sharing stories that bring the culture to life. Filipinos excel in creating immersive and unforgettable experiences,” he said.
Organizers from the Department of Tourism and Office of Bukidnon 2nd District Representative Jonathan Keith Flores designate all attendees from various government agencies as tourism ambassadors. (PIA 10/Bukidnon)
The Tourism Department’s FBSE speaker emphasized that this unique quality does not merely resonate in the hearts of clients or visitors but also vibrates within the halls of government agencies that enrich the very fabric of government service.
DOT NorMin and representatives from the Office of Bukidnon 2nd District Representative Jonathan Keith Flores designated all attendees as tourism ambassadors after the workshop.
The 7Ms training aims to fortify clients’ experiences and infuse that same spirit of exceptional service into the core of government interactions.
“Through this lens, agencies aim not just to assist but to truly connect and uplift, embodying the ethos of Filipino hospitality at every point of engagement,” Querol said. (JSA-GIP/PIA 10/Bukidnon)
Department of Tourism in Northern Mindanao and delegates from the Office of Bukidnon 2nd District Representative Jonathan Keith Flores name all attendees as tourism ambassadors. (PIA 10/Bukidnon)
