BAGUIO CITY – Some fifty representatives from major allies of the local tourism industry underwent a one-day training on the tourism department’s Filipino Brand of Service Excellence to make them to be key partners in sustaining the significant increase in the country’s tourist arrivals in the coming years.
The attendees came from the media, accommodation and food establishments, transportation sector and students taking up tourism-related courses in the various higher education institutions in the different parts of Northern Luzon.
Marybeth U. So, an accredited national trainer of the tourism department’s Filipino Brand of Service Excellence program, provided the participants with an overview of the country’s tourism industry statistics from the pre-pandemic to the post-pandemic years that saw a significant increase in tourist arrivals in the different tourist destinations in the country through the years.
She claimed that service excellence in the country’s tourism industry will contribute in increasing tourist arrivals and increase in tourism receipts that will contribute in improving the state of the industry.
The participants were also appraised on the 7Ms of the Filipino brand of service excellence, particularly Maka-Diyos, Makatao, Makabansa, Makakalikasan, Masayahin, may Bayanihan at may Pag-Asa.
Further, the six tourism touch points where service excellence must be experienced are welcome and arrival, accommodation, transport and tours, dining, shopping and departure.
So explained that Filipinos are naturally warm and hospitable, thus, service excellence in the tourism industry tends to boost the country’s brand image, enhance guest loyalty and repeat business aside from attracting new guests through word of mouth and reviews.
Service excellence is the ability of service providers to consistently meet and occasionally even exceed customers’ expectations or it is the act of going beyond customer expectations such that guests would be happy to exclaim, ‘Love the Philippines,’ It’s more fun in the Philippines and WOW Philippines! By Dexter A. See
