Catbalogan City, Samar — The National Maritime Polytechnic (NMP) has taken a significant step toward improving its service quality by training its frontline personnel in the Filipino Brand of Service Excellence (FBSE), an initiative spearheaded by the Department of Tourism (DOT).
The FBSE program is designed to enhance the service standards of tourism-related establishments and professionals by aligning them with the globally admired qualities of Filipino hospitality. This initiative emphasizes delivering exceptional service characterized by warmth, respect, cultural sensitivity, and attention to detail—values deeply ingrained in Filipino culture.
NMP Executive Director Victor A. Del Rosario expressed confidence in the program's impact, stating that the training has equipped key personnel with advanced skills in customer service, effective communication, and problem-solving.
As a government maritime training institution, NMP offers various external services, including Registration and Certification, Domiciliary, and Library Services. These services are continuously being refined to meet the requirements of Republic Act 11032, or the Ease of Doing Business and Efficient Government Service Delivery (EODB) Act of 2018.
During the FBSE training, participants tackled crucial topics such as customer service excellence, engaging with clients, exceeding guest expectations, and effective complaint handling. The training reinforces NMP's commitment to providing world-class service while instilling national pride among its staff.
Launched in 2023, the FBSE program has been pivotal in elevating the country’s tourism sector, ensuring that establishments and personnel interacting with local and international guests are well-prepared to deliver memorable experiences. Rooted in the 7Ms of Filipino core values—Malikhain (Creative), Makatao (Compassionate), Makakalikasan (Environmentally Conscious), Makabansa (Patriotic), Masayahin (Cheerful), May Bayanihan (Collaborative), and May Pag-asa (Hopeful)—the program highlights the unique charm and warmth of the Filipino people.
Through this collaboration with DOT, NMP aims to enhance its services further, aligning them with the Filipino Brand of Service Excellence to uphold the country's reputation as a premier tourism and hospitality destination.
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