The Department of Tourism (DOT) in Eastern Visayas has expanded its Filipino Brand of Service Excellence (FBSE) training program to the grassroots level. The training was rolled out at the Oriental Hotel, Palo, Leyte, on Feb. 19, 2024.

Selected barangay and Sangguniang Kabataan (SK) officials and the Chief Tanod members in Tacloban City have been trained to promote service excellence in their communities, with the hospitality industry targeting around 300 individuals in the first round of training.

This program aims to create a cultural transformation that will spread throughout every corner of the region. With the help of this training, communities can highlight their outstanding warmth, cleanliness, and hospitality skills, making it an attractive destination for tourists and locals alike.

Regional Director Karina Rosa S. Tiopes expressed her interest in establishing Eastern Visayas as a tourist destination with exceptional hospitality. They wanted to make the guests feel welcome and happy, from arriving at the airport to interacting with the locals. This is why they ensure that every guest is greeted with the Mabuhay gesture.

Empowering communities

The initiative aims to empower residents to become ambassadors of their culture and heritage, going beyond just traditional tourism stakeholders. By educating and engaging locals, they seek to ensure that every visitor interaction reflects warmth, courtesy, and the spirit of "Mabuhay," incorporating the 7Ms of Filipino values.

Strategic importance

The region has set a goal of becoming a leading destination for meetings, incentives, conferences, and exhibitions (MICE). With an event calendar packed with essential occasions such as the 80th Leyte Gulf Landings commemoration, the region recognizes the significance of providing top-notch hospitality. By empowering diverse individuals with the necessary skills to excel in customer service, the region aims to position itself as a warm and inviting location for travelers and event organizers.

Training implementation

The DOT has planned FBSE training sessions throughout the region to meet around 7,500 target participants by year’s end. The agency will conduct at least three weekly sessions in the six provinces under its purview.

Accredited trainers will provide comprehensive training on various skills, including an overview of the course, the journey, and the importance of Filipino service excellence.

The training will cover the 7Ms of Filipino core values, 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).

They will also teach the G.U.E.S.T. technique, which stands for Greet, Understand, Explain, Suggest, and Thank, and the heart of service recovery.

Expanding its reach

The FBSE program is not limited to the hospitality sector alone, as it extends its reach to include state universities, colleges, and private institutions that offer courses in tourism and hospitality. By integrating FBSE principles into academic curricula, Eastern Visayas is paving the way for the next generation of service professionals, thus creating a legacy of excellence that is sustainable and awe-inspiring.

New stewards of hospitality excellence

Renz Maverick T. Say, the SK Chairperson of Barangay 21-A and Vice President of the Tacloban City SK Federation, shared that the FBSE training is a commendable effort to prepare businesses and barangays for the expected increase in tourism, with an emphasis on providing the highest standards of hospitality.

He mentioned that, as a person deeply involved in public service, he finds this training invaluable. This is because it equips them with essential skills and attitudes that can help them effectively engage and serve tourists who visit Tacloban.

He added that the "Mabuhay" gesture, which involves placing one's hands on the chest, giving a slight bow, and warmly saying "Mabuhay" while smiling, embodies the essence of Filipino hospitality. This gesture is a crucial aspect of welcoming and accommodating tourists.

As Eastern Visayas strives to become a leading destination for hospitality in the country, the FBSE program is evidence of its commitment to providing excellent service. By involving local communities, empowering individuals, and embracing their unique cultural identity, the region distinguishes itself as a place where every visitor is welcomed with open arms and sincere warmth. (LDL/AAC/PIA Leyte)