Mabalacat City College Institute of Hospitality and Tourism Management (MCC IHTM) and the Department of Tourism (DOT) Region III conducted a 3-day training on the Filipino Brand of Service Excellence (FBSE) last February 28 to March 2, 2023 at MCC Cultural Hall.
DOT introduced FBSE as a training program to enhance service quality in all tourism-related establishments to equip participants with methods for providing customer service rooted in Filipino values, as well as techniques to effectively interact with customers, and manage customer issues.
“It is a must that we capacitate everyone about service excellence rooted in our Filipino values as we are opening our doors to other institutions for benchmarks and international students for Philippine study tours”, Assistant Vice President for Academic Affairs Dr. Romeo Erese highlighted in his opening remarks.
Dr. Freddie Quinito, FBSE Trainer, and Ms. Malu Galang, FBSE Training Master from the DOT Region III were the resource speakers of the program. The training was comprised of three modules covering the topics: Filipino values and service excellence, delivering great service experience, and service recovery that were all centered in Filipino values.
Dr. Freddie Quinito noted that the strategic plan of this training program is to look at the stakeholders of every tourism touchpoint. Hence the 3-day training was participated by MCC non-teaching personnel and academic heads, graduating BS Tourism Management students, MCC IBCE faculty, and MCC student leaders. Several activities were also part of the training in order to apply the concepts of FBSE to which the attendees actively participated.
As MCC embraced its identity as a community college, training programs like FBSE training does not only equip students and staff with the necessary skills to excel in their field but also uphold the distinct Filipino brand of service excellence.
The FBSE training program is a nationwide campaign intended to strengthen the quality of tourism services in the country and foster excellent service to tourists as part of the Filipino brand. Through this, excellence in service becomes a regional brand and a holistic national identity.
