38 tour guides in Pilar, Siargao Island train on Filipino brand of service
By Susil D. Ragas
Organized by the Department of Tourism (DOT) Caraga, August 25–31, in partnership with the local government of Pilar through its Municipal Tourism, Culture, and Arts Office, the participants learned from the seven-day training including insightful discussions on Community Tour Guiding to promote exceptional customer service as tourism frontliners of the country’s premier tourist destination, instilling Filipino values and hospitality to tourists and visitors.
DOT FBSE Trainer Marian Jill D. Castrence led the sessions covering key modules rooted on Filipino core values which includes the Philippine Tourism Industry and FBSE Journey; the 7Ms (Maka-Diyos, Makabansa, Makatao, Makakalikasan, Masayahin, May Bayanihan, and May Pag-asa) of Filipino Hospitality; the G.U.E.S.T. Steps to Service Excellence which meant greeting, understanding customer needs, empowering staff, service delivery, and thanking the guests; and the H.E.A.R.T. (hear, empathize, apologize, and react) method of service recovery, coupled with valuable cultural insights and practical strategies to equip guides in delivering exceptional and meaningful guest experiences.
Also, an orientation on the DOT’s Updated Progressive Accreditation System (UPAS) was also introduced. “The UPAS contains the rules and regulations governing tour guide accreditation,” said Ryan Malbas Tapayan, DOT supervising tourism operations officer.
Representing DOT Caraga Director Ivonnie B. Dumadag, Tapayan added, “Collaboration and shared commitment among stakeholders are essential to fostering sustainable and inclusive tourism in the entire municipality of Pilar.”
The Pilar Vice Mayor Maria Liza G. Resurreccion emphasized in her message the vital role of tour guides as the frontliners ambassadors in the community to shape the perception of the destination while fostering deeper connections between tourists and the local community. “Your dedication and knowledge not only enhance the visitor experience, but also drive the growth of our local tourism.”
Tour guide Lenie said, “More than the new skills and knowledge, the training has reignited my pride as a Filipino. I now understand that our warmth, smiles, and genuine desire to make others feel welcome are not just traits; they are our greatest assets. We are not just service providers; we are ambassadors of our country’s unique and world-renowned hospitality.”
“I am committed to applying everything I have learned in this training and delivering them to my daily work. Thank you to the organizers and trainers for this invaluable opportunity. It has truly been a transformative experience,” she added.
The Filipino Brand of Service Excellence (FBSE) is a tourism training program developed by the Department of Tourism (DOT) to enhance the service quality in the tourism and hospitality sector by embedding uniquely Filipino values, such as warmth and community spirit, into standard customer service practices and provides practical techniques for guest interaction and service recovery. (SDR, PIA Surigao del Norte with a report from DOT Caraga)
