THE City Government of San Fernando through its City Tourism and Investment Promotion Office (CTIPO) and its partner Department of Tourism regional office in Central Luzon (DOT-3) on Tuesday, October 16, promoted service excellence in tourism by conducting a seminar at Heroes Hall.

The training was attended by tourism frontliners from the City Tourism Office, CLTV36, 2UR Destinations Travel and Tours, Hotel Graceline, Clarkson Travel and Tours, Best Western Bendix Hotel, Holidayland Restaurant, NBT Travel Solutions, VXI BPO, Grandson Travel and Tours, Green Kitchen, The Orchid Gardens, and Imang Nene Restaurant.

Tourism officer Ching Pangilinan stressed that the event is specifically designed for tourism industry frontliners who will all be receiving incentives such as free trainings.

Resource speaker Carlos "Charlie" Garcia Jr. discussed the required values of each frontliner such as personality, communication, and guest service excellence.

Garcia explained that “the frontliners have to give their best and what the customers need, because they need more than satisfaction, they need to be delighted."

"It all starts with the right attitude, for it is the foundation of the service. With attitude in place, the mastery of the job is the next thing to achieve. Frontliners need to have these communication skills to critically understand customers. They also need to show concern for the guests and have empathy while listening to them, so that in the future, the customers will go back to them," Garcia said.

Maan Banawa, a training officer and tourism industry skills program focal person, stated that “the training would make a huge impact in the service and relationship between the customer and the frontliner."

"It's not just about the skills of the frontliners, who, even though they are packed with great skills, if they don’t have effective excellent service that they give to their customers, nothing will ever happen. They just have to communicate properly to the tourists or customers with a pleasing personality to match it with," Banawa said.

Banawa added that at the end of the day, the quality of service the frontliner is giving to his or her customers, will be given back because of the frontliner's applied values.