BukSU HMD commits to quality customer service through FBSE training

MALAYBALAY CITY – Bukidnon State University’s Hospitality Management Departmentpersonnel and studentscommitted to uphold quality customer service through the 19th run of the Filipino Brand of Service Excellence (FBSE) training on April 11-14, 2023.

The Department of Tourism Regional Office 10 – Northern Mindanao, in partnership with the Bukidnon State University, conducted the said training to impart the fundamentals of the Filipino Brand of Service Excellence, which covers the importance of the 7M’s, the GUEST Technique, and the HEART Methodology.

The 7M’s stands for “Mga Mamamayan, Magiliw, Malinis, Maayos, Masaya, Matapat, at Mabait.” These seven values represent the Filipino’s way of hospitality, which is known for being warm, friendly, and accommodating.

The GUEST Technique stands for “Greet, Understand, Explain, Suggest, and Thank.” This technique is a step-by-step approach that service providers can follow to ensure that they provide excellent service to their guests.

The HEART Methodology stands for “Help, Empathize, Apologize, Respond, and Thank.” This methodology is an effective tool for resolving guest complaints and ensuring customer satisfaction. By following these techniques and methodologies, service providers can provide exceptional service that will leave a lasting impression on their guests.

DOT-accredited FBSE trainers Ms. Maria Agnes I. Capaning, Ms. Maria Theresa Jean P. Boo, Ms. Maria Reina I. Bontuyan, and Mr. Paolo Querol with their staff from the Department of Tourism Region 10 namely, Rheta Mae S. Eblamo, Marinela Rocio C. Cruzin, Niel D. Pangasian, Gregory Louis C. Magbanua and Elloise Patrice A. Bael conducted the said training.

The FBSE program is a flagship initiative of the Department of Tourism aimed at promoting service excellence in the tourism industry. It is designed to equip service providers with the necessary skills and knowledge to deliver world-class service that is uniquely Filipino.

Through the FBSE program, the Department of Tourism Regional Office 10 – Northern Mindanao, in collaboration with BukSU, continues to promote service excellence and uphold the Filipino brand of hospitality.

Participants were able to gain valuable knowledge and skills that they can use in their respective fields, and they were equipped to deliver service that is uniquely Filipino. The Hospitality Management Department Faculty and students expressed their heartfelt gratitude to the Bukidnon State University Top Management and Department of Tourism Region X for their utmost support to the conduct of the event.Top of Form (Mr. Marven Jan Nadela/HMD)