Tourism service providers must be trained on Filipino brand of service excellence



PANGLAO, Bohol—The Filipino brand of service excellence (FBSE) must be part of the training to all tourism industry service providers in the country as the Department of Tourism (DOT7) in Central Visayas conducted a training of FBSE on August 10 to 34 service providers operating in Virgin Islands in Panglao, Bohol.

DOT7 initiated this training upon receiving information on the alleged overpricing of food served to tourists in the island that had been trending in social media recently. The training was attended by participants from the food stall owners and their staff and representatives of the Panglao Island Protected Seascape Protected Area Management Board (PIPS-PAMB).

“We are grateful to our participants for showing the willingness to learn and partake in a tourism industry that is sustainable, inclusive and socially responsible. We also thank our partners from the public sector, particularly the Bohol Tourism Office and the Municipality of Panglao for partnering with the DOT in order to uplift the service delivery of tourism workers in Virgin Island,” DOT secretary Maria Christina Garcia-Frasco said.


Frasco said that through this program, DOT hopes to develop a service excellence culture among tourism stakeholders not only in this island but throughout the country.   It can be recalled that Frasco announced her plans to facilitate an inter-agency technical working group that aims to strengthen the capacity of micro entrepreneurs to provide quality tourism services.

According to Frasco, the FBSE, a banner program of the DOT, has been conducted for individuals, small and medium enterprises and world-recognized establishments serving the tourist market.

“Grounded on the principle of making tourism activities sustainable for the long haul, we wish to equip our graduates with a deliberate inclination towards creating an “outstanding visitor experience,” Frasco said.

The modular course focused on the foundations of Filipino values – Makamay-likha, Makatao, Makakalikasan, Makabansa, Masayahin, May Bayanihan and May Pag-asa.


“These are basic values that we, Filipinos, live in our daily lives. By bringing it into our encounters with clients, we help enable respect for the Creator, environment-awareness, cordiality, helpfulness and politeness, love of country and hopefulness,” Frasco added.


Alice Queblatin, President of the Cebu Alliance of Tour Operations Specialists (CATOS) and Certified FBSE Trainer, discussed the main topics of the seminar including Service Excellence, 7Ms of Filipino Values and Understanding Guest Needs and Service Recovery.


The participants on the other hand acknowledged the need to improve service delivery and expressed appreciation for the effort extended by program facilitators.  The seminar capped with the participants’ recitation of a pledge signifying their commitment to uphold FBSE as they carry out their duties.  The training was in coordination with the Bohol Tourism Office and the Municipality of Panglao.