Training revs up university guest hospitality    

The Office of the Vice Chancellor for Community Affairs (OVCCA), in collaboration with the Department of Tourism (DOT) Region IV-A, organized a training-workshop on the Filipino Brand of Service Excellence (FBSE) on June 9 at the Training Center for Tropical Resources and Ecosystems Sustainability (TREES) Training Hall.

Thirty-five frontline staff and dormitory managers participated in the learning event to establish and maintain good relations with university guests and constituents. 

In his opening remarks, Vice Chancellor for Community Affairs Roberto P. Cereno said that the training is part of UPLB’s efforts to develop and sustain a tourism-oriented university community.

He emphasized that the roles of frontline staff are critical in ensuring that guests are provided with excellent visitor reception services while maintaining the brand of the university. 

Ramon F. Mariñas, a DOT-certified FBSE trainer, served as the resource person for the training. He defined FBSE as “the pursuit to consistently meet and surpass the guests’ needs and provide them with a fun and memorable experience.

The whole day training program included modules on FBSE concepts rooted in Filipino values, knowing and understanding guests, delivering great service, and handling guest concerns and complaints.

During the last two modules, participants were asked to perform skits to help them apply and remember the concepts and values they learned from the training.

The training participants included university staff from TREES, Business Affairs Office (BAO), University Housing Office (UHO), Makiling Center for Mountain Ecosystems, Museum of Natural History, and the Student Housing Office, and representatives from the Los Baños local government unit and owners of food establishments near the campus.

Also present as participants were Dr. Dixon T. Gevaña, director of TREES, Dr. Benevieve D. Villanueva, chief of UHO, and Dr. Jennifer Marie S. Amparo, director of BAO.

A graduation ceremony with awarding of certificates and distribution of DOT care kits followed immediately to conclude the training. (Roi Mojado, OVCCA)

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